Release Notes for CX Cloud from Genesys and Salesforce

This article describes all releases of the CX Cloud from Genesys and Salesforce integration. For more information, see About CX Cloud from Genesys and Salesforce.

Notes:

For the new features, upgrade to the given package version.
The release versions of CX Cloud, Digital and AI for Salesforce Service Cloud package may not be sequential. The release list includes all the available versions, and there might be missing numbers in the sequence.

July 10, 2024

CX Cloud, External Routing for Salesforce Service Cloud package

New package for External Routing for Salesforce Service Cloud

With the offering of the new package CX Cloud, External Routing for Salesforce Service, administrators can now route Salesforce message and email to case through Genesys Cloud: Configure External Routing for Salesforce Service Cloud.

CX Cloud, Core Services for Salesforce Service Cloud package version 1.9

CX Cloud, Voice for Salesforce Service Cloud package version 1.9

Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce

Administrators can now add the Genesys Cloud for SCV Queue Stats component to the Lightning app for contact centers. The component allows agents to view comprehensive queue statistics on the Service Cloud console, including wait times, agent availability, and the number of interactions waiting in the queue: Configure GC for SCV Queue Stats component.

CX Cloud, Digital and AI for Salesforce Service Cloud package version 1.19

Supports the digital menus that are available within the Genesys Cloud Architect flows.
Improvements to diagnostic logging and websocket recovery and reconnection logic.
Chat messages are not duplicated when an agent initiates a queue transfer which routes back to them.
When the Salesforce record page for Experience and Email Experience objects are set to load as a sub-task of another Salesforce object, the option to close the tab is disabled until the objects load completely.
The UI will display an error message if your OAuth permissions don’t allow you to view canned responses.
The Email Experience does not disconnect while editing a response or forwarding emails.
Canned responses are now shown in a tree view.
Participant data stored in Salesforce now supports up to 128K.
Improved exception handling and logic to ensure that agent state is maintained when the conversation disconnects. Additionally, we added toast messaging to improve the agent experience and reduce the likelihood of lingering experiences requiring Wrap-Up.
Supports Twitter Direct Messaging in message conversations.

CX Cloud, Core Services for Salesforce Service Cloud package version 1.8

CX Cloud, Voice for Salesforce Service Cloud package version 1.8

Schedule callbacks

Enhanced timezone support in schedule callbacks: Schedule callbacks during a voice interaction.

CX Cloud, Digital and AI for Salesforce Service Cloud package version 1.8

Supports Genesys Cloud email channel.
Supports Salesforce agents and users to exchange messages with image attachments.
Supports Facebook Messenger, Instagram Direct Messages, SMS, and WhatsApp in message conversations.
Supports blind transfer to Genesys Cloud queues for Salesforce agents.
Stores division details of the users when queried.
Supports new regions, such as Osaka, UAE, and Zurich in the Utility bar.
Supports Open Messaging channel and Genesys Universal Messaging.
Indicates and changes color when a message is received in the Experience tab title.
Facilitates troubleshooting issues related to voice transcription by additional logs.
Supports new shortcut option to send email (Ctrl or Command on Mac+Enter).
Supports email draft deletion.
Allows agents to use Genesys Cloud canned responses.
Shows contact’s information in the Experience tab in Salesforce.
Allows to add restriction for agents to add attachments in emails and messages.
Allows the use of Participant data to name tabs and other options.

CX Cloud, Core Services for Salesforce Service Cloud package version 1.7

CX Cloud, Voice for Salesforce Service Cloud package version 1.7

New regions added to XML generator for contact center setup

Administrators can now select the Osaka, UAE, or Zurich region while generating an XML configuration file for contact center setup: Generate an XML configuration file for contact center setup.

CX Cloud, Core Services for Salesforce Service Cloud package version 1.6

Asia Pacific (Osaka), Middle East (UAE), and EU (Zurich) regions

Administrators can now select Osaka, UAE, or Zurich as their Genesys Cloud environment: Configure remote site settings in Salesforce.
Support for standard call attributes for CX Cloud, Voice for Salesforce Service Cloud
Administrators can now use the supported call attributes to sychronize with the Salesforce VoiceCall records for both inbound and outbound voice calls: Synchronize call attributes with Salesforce VoiceCall records.

CX Cloud from Genesys and Salesforce
This initial release of CX Cloud from Genesys and Salesforce integration. The integration includes access to:
- CX Cloud, Voice for Salesforce Service Cloud
- CX Cloud, Digital and AI for Salesforce Service Cloud
- CX Cloud, WEM for Salesforce Service Cloud