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.

Note: For the new features, upgrade to the given package version.

April 1, 2024

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