Limitations with routing Salesforce emails

Note: This article applies to Genesys Cloud for Salesforce.

When routing Salesforce emails through Genesys Cloud for Salesforce, keep in mind the following limitations:

  • Picklists in Salesforce are limited to 1,000 items each for Queues and Languages, and 500 items for Skills.

    The flow that you create in Flow Builder to route Salesforce emails through Genesys Cloud for Salesforce includes Picklists for Queues (required) and possibly for Skills and Languages from your Genesys Cloud organization. If you have more than 1,000 of each in your Genesys Cloud organization, when you click Retrieve Options in the Retrieve Genesys Cloud Routing Options section, the integration displays an error message. For more information, see Configure the routing of Salesforce emails.

  • Queueable operations are limited to 250,000 items (possibly higher depending on your Salesforce account settings) during a 24-hour period and to 100 concurrent jobs waiting in queue.

    For more information about governors limits, see Execution Governors and Limits in the Salesforce documentation.

    If you use other Apex jobs in your Salesforce organization, you could reach the Salesforce limit. If at any point in time, you have 100 concurrent jobs as a result of other customizations in your Salesforce organization, no additional jobs queue. In this situation, these additional jobs appear on the Apex jobs page.

  • The content of routed Salesforce emails does not exist inside Genesys Cloud.

    Agents must reply to emails on the case within Salesforce. Because the content of these emails does not exist inside Genesys Cloud, it is not available for other Genesys Cloud functionality, such as the interactions page or any other view intended to display the content of a conversation. 

  • Quality evaluations are not applicable.

    Because routing Salesforce emails uses third-party email routing APIs, by default quality evaluations are not applicable to Salesforce emails that the integration routes through Genesys Cloud. Custom development may be possible using the Platform APIs. For more information, see Platform API (Genesys Cloud Developer Center).

For more information, see About Routing of Salesforce Emails.

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