FAQs: Genesys Cloud for Salesforce

No. Genesys Cloud for Salesforce integration offers events and customization that can cause issues with call logging, screen pop, and ownership assignment. Genesys recommends that supervisors must monitor agents from the Genesys Cloud browser or desktop app when the agent is handling the interaction from the embedded client in Salesforce.

Genesys checks two criteria and bills accordingly:

1. A user holds a Genesys Cloud for Salesforce integration license.
2. A user has a logged in presence at some point during the month (in either Genesys Cloud for Salesforce or Genesys Cloud).

Yes. Agent settings within the embedded client are saved on the server side, ensuring that these settings stay intact even after browser resets, cache clearing, or agent sign-outs.

Agents can customize the following settings in the embedded client:

• WebRTC
  • Microphone
  • Speaker
  • Play ringtone on separate device
  • Pop WebRTC Phone Window
  • Advanced Mic Settings
    • Automatic Mic Gain
    • Echo Cancellation
    • Noise Suppression
• Queue
  • Prompt for queue on click-to-dial
  • Remember the last selected queue
• Notifications
  • Mute ringing for alerting interactions
  • Show system notification for alerting interactions
  • Ringtone
• Call Forwarding
  • Forwarding Number
  • Extension

These settings remain consistent across multiple browser tabs and persist even after agent sign-outs and browser resets.

For more information about the integrations, see About the Genesys Cloud browser extensions, About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.

Yes. For customers using Chrome 120 version, Google recommends using the following flag:

chrome://flags/#tracking-protection-3pcd

For customers who use Chrome 121 or later version, see Set flags for testing in the Google documentation. 

Yes, Genesys Cloud for Salesforce integration supports Salesforce Person Accounts.

Genesys Cloud for Salesforce integration treats the Person Account as a Name attribute, which corresponds to the WhoId of the Salesforce Task record. The integration allows the Related To attribute, which corresponds to the WhatId in Salesforce, to be used for other purposes. This manipulation allows you to associate a call log with both the Person Account and other Salesforce objects including, cases or custom objects.

Salesforce does not auto enable Lightning Web Security setting when it detects the access to legacy components such as Aura components in your org. If you enable Lightning Web Security setting, the Genesys Cloud for Salesforce client might not work as expected, as the managed package uses some Aura components. Genesys Cloud recommends disabling the Lightning Web Security setting until Salesforce provides support for legacy components.

For more information about the integration, see About Genesys Cloud for Salesforce.

You selected Show system notification for alerting interactions in the client, but you are not receiving any notifications.

1. Check your browser notification settings to make sure that they allow notifications from Genesys Cloud. For example, if your Genesys Cloud organization is located in North American (East), then make sure that your browser notification settings allow notifications from https://apps.mypurecloud.com.
2. Check your computer system settings to make sure that they allow your browser to display system notifications.

For more information about the integrations, see About the Genesys Cloud browser extensions, About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.

Yes, you can run Genesys Cloud Embeddable Framework or Genesys Cloud for Salesforce in multiple browser tabs, but you must be aware of the following limitations and requirements when using multiple browser tabs:

• You can only run the integrations in up to 10 browser tabs.
• You can run only one instance of the embedded client per browser tab.
• You cannot use embedded interaction windows.

  If you have multiple instances of embedded interaction windows, then the integration does not work properly. For more information about this setting, see settings in the Genesys Cloud Developer Center, Configure call center settings, and Add an embedded interaction window.

• You must configure the WebRTC Phone browser window to pop. 

  The WebRTC Phone window is a separate browser window that allows the integration to maintain connectivity as you navigate between browser tabs, close tabs, or refresh a tab. If the WebRTC Phone browser window is not configured to pop and you are running the client in multiple browser tabs, then you risk losing any connected interactions. Select the Pop WebRTC Phone window setting in the client and turn off the pop-up blocker in your browser. For more information about this window, see settings in the Genesys Cloud Developer Center, Change your WebRTC phone settings, Browser window for WebRTC phones, and Requirements for WebRTC phones.

For more information about the integrations, see About Genesys Cloud Embeddable Framework and About Genesys Cloud for Salesforce.

In 2020, Genesys changed the name of PureCloud to Genesys Cloud. Because older managed packages, administrator configurations, and code for the embedded clients could contain references to the former product name, you could continue to see the term PureCloud in your integration.

For more information about the name change, see Did PureCloud get a new name?

For more information about the integrations, see About the Genesys Cloud embedded clients.

To run Genesys Cloud for Salesforce, you must have a Genesys Cloud organization. Genesys Cloud for Salesforce uses Genesys Cloud for authentication. When you log in to Genesys Cloud for Salesforce, the integration prompts you to enter your Genesys Cloud credentials. You do not need to have Genesys Cloud open to run Genesys Cloud for Salesforce. You can run Genesys Cloud for Salesforce by itself, or Genesys Cloud as a side-by-side application for access to the fuller functionality of Genesys Cloud.

You can also use different numbers of Genesys Cloud organizations and Salesforce organizations together. The following table shows any limitations or special considerations.

Multiple Genesys Cloud organizations

You can use multiple Genesys Cloud organizations with a single Salesforce organization.

Log in to Genesys Cloud for Salesforce with the Genesys Cloud credentials that you want to use with this particular Genesys Cloud for Salesforce instance.

Genesys Cloud for Salesforce APIs

However, if you use Genesys Cloud OAuth clients to access the Genesys Cloud for Salesforce APIs, you cannot use multiple Genesys Cloud organizations with one Salesforce organization. The use of Genesys Cloud OAuth clients requires a one-to-one relationship between Genesys Cloud and Genesys Cloud for Salesforce.

Items that access the Genesys Cloud for Salesforce APIs:

• Campaign Management integration
• Routing of Salesforce Emails integration
• Genesys Cloud for Salesforce SDK

These items that access the APIs pull data from your Genesys Cloud organization into your Salesforce organization that has the Genesys Cloud for Salesforce client. For more information, see About Campaign Management in Genesys Cloud for Salesforce, About Routing of Salesforce Emails in Genesys Cloud for Salesforce, and SDKs in Genesys Cloud for Salesforce.

One possible workaround for Routing of Salesforce Emails is to use an Architect email flow to triage email interactions and distribute them to different Genesys Cloud organizations. For more information, see About Architect.

Different regions

You can have multiple Genesys Cloud organizations in different regions with a single Salesforce organization.

Modify the definition files in Genesys Cloud for Salesforce to use different regional domains. For example, if you want to use a Genesys Cloud organization that is located in the Asia Pacific (Tokyo) Genesys Cloud region, then modify the domain that appears for CTI Adapter URL to https://apps.mypurecloud.com.jp. For more information, see Change the region of your Genesys Cloud organization. 

When users log in to Genesys Cloud for Salesforce, they must log in with the Genesys Cloud credentials for the Genesys Cloud organization located in that particular region. 

For more information about the integration, see About Genesys Cloud for Salesforce.