About Routing of Salesforce Emails in Genesys Cloud for Salesforce

With the Routing of Salesforce Emails integration, agents are alerted about all interactions types (both Genesys Cloud interactions and Salesforce email interactions) in the client, but respond to Salesforce emails on cases in Salesforce.

• Limitations
• About Genesys Cloud for Salesforce

Create an OAuth client and configure authentication for the integration. Then configure the routing of Salesforce emails and create a flow in Flow Builder to route the emails. With advanced customizations in flow builder, you can set screen pops, modify interactions details, or add data to the interaction logs in Salesforce.

• Create an OAuth client
• OAuth client permissions
• Configure authentication
• Configure logging level
• Configure the routing of Salesforce emails
• Use Flow Builder to route Salesforce emails 

Instead of using Flow Builder, developers familiar with Salesforce can route Salesforce emails by accessing our SDK through two namespaces. The SDK uses the Salesforce Apex programming language.

• Use the SDK to route Salesforce emails (optional)

After Salesforce emails start to route, you can monitor the routing activity and fix failed routing requests in Salesforce. 

• Monitor email routing activity
• Fix failed routing requests

For general troubleshooting, check the logs in Salesforce. The Logging section includes logs about any integration that you configured as part of the managed package settings. For more information, see Managed package settings.

• Check logs
• Check sharing settings for failed email routing request