Release notes for Genesys Cloud for Salesforce

October 14, 2020

• Access to Apex classes update

  Added purecloud.RecordService to the list of Apex classes that require access to be granted through a permission set in Salesforce: Administrator requirements for the Genesys Cloud embedded clients.

September 23, 2020

• Programmatic transfer to IVR flows

  The integration now exposes the ability to transfer interactions to non-secure and secure IVR flows with the changestate and Interaction.updateState actions: Events in Salesforce.

September 16, 2020

• Training videos

  Added video about routing Salesforce emails through the client: Training videos.

September 9, 2020

• FAQ about multiple Genesys Cloud and Salesforce organizations

  Added FAQ about limitations when running multiple Genesys Cloud and Salesforce organizations: Special considerations about running multiple Genesys Cloud and Salesforce organizations.

August 26, 2020

• Lightning Message Channel

  The integration now exposes custom client events in Lighting Experience that use Lighting Message Service (LMS): Events in Salesforce.

  Developers can use example code and applications in the PureCloud for Salesforce Example and PureCloud for Salesforce Einstein repositories in GitHub with LMS: Events in Salesforce Lightning App (GitHub) and PureCloud for Salesforce Einstein Example (GitHub).

• Genesys Cloud for Salesforce SDK

  Developers can access the Genesys Cloud Platform APIs and generate diagnostic logs with the SDK: SDK in Genesys Cloud for Salesforce.

• Examples for the Genesys Cloud for Salesforce SDK

  Developers can access the Genesys Cloud Platform API directly from their Salesforce environment. Examples are provided that use Apex code in GitHub: Genesys Cloud for Salesforce SDK Examples (GitHub).

• Genesys Cloud for Salesforce extension points

  Developers can customize click-to-dial, screen pop, and saving interaction logs in Genesys Cloud for Salesforce with extension points: Extension points in Genesys Cloud for Salesforce.

• Logging level enhancements

  Administrators can now configure logging to return WARN or INFO logs: Diagnostic logs in Salesforce.

July 15, 2020

• Status timer

  A status timer now displays how long a user has been in a particular status: Status timer.

July 8, 2020

• Programmatic transfer of interactions

  The integration now exposes the ability to blind, consult, and conclude transfer interactions with the changestate and Interaction.updateState actions: Events in Salesforce.

• Scheduling a callback on callback interactions enhancement

  Agents can now disconnect callback interactions after they schedule a follow-up callback. Previously, agents could not disconnect a callback interaction until they placed a call: Respond to a callback interaction.

June 3, 2020

• Interaction attributes for start, connected, and disconnected times

  Administrators can now use the interaction attributes Interaction.StartTime, Salesforce.ConnectedTime, and Salesforce.DisconnectedTime to indicate in Salesforce activity records when the first participant joined, or when an agent was connected to or disconnected from an interaction: Synchronize interaction attributes with Salesforce activity records.

May 27, 2020

• Campaign management permissions

  Updated documentation with access level and field-level security requirements for objects and fields: Campaign management permissions.

May 13, 2020

• Agent performance statistics for callback interactions

  Added agent performance statistics for callback interactions: View agent performance statistics.

• Script support for all queue chats, emails, and messages

  Scripts are now available on all chat, email, or message interactions to or from a queue: Scripts.

• High Velocity Sales with wrap-up codes

  The integration now saves the wrap-up code as the High Velocity Sales call result: High Velocity Sales with Genesys Cloud for Salesforce overview.

April 29, 2020

• Americas (Canada), Asia Pacific (Seoul), and EMEA (London) regions

  Administrators can now select Canada, Seoul, or London as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

March 25, 2020

• New record screen pops in Lightning Experience

  Updated documentation about new record screen pop in Lightning Experience: Format Salesforce URL for new record screen pop.

March 18, 2020

• Events for custom attributes in Salesforce

  The integration now exposes the ability to add custom attributes in Salesforce Classic console and Lightning Experience: Events in Salesforce.

March 11, 2020

• Access to Apex class purecloud.PCInteractionUtilityController

  Any administrators who currently grant access to Apex classes through a permission set in Salesforce and use GenesysCloudInteractionUtility in Lightning Experience must add this Apex class: Administrator requirements for the Genesys Cloud embedded clients.

February 26, 2020

• Disconnect on Tab Close setting

  Administrators can now configure the integration to disconnect interactions in the client when agents close tabs in Salesforce that are associated with the interactions: Configure call center settings.

February 12, 2020

• Time off requests

  Agents can view notifications about their time off requests in the client: Access schedule notifications.

January 29, 2020

• Agent schedule view

  Agents can view their schedule in the client: View your schedule.

• Internet Explorer 11 support removal

  Removed support for Internet Explorer 11.

• Safari support removal

  Removed support for Safari.

January 15, 2020

• Interaction attribute for total time in IVR

  Administrators can now use the interaction attribute Interaction.TotalIvrTime to indicate in Salesforce activity records how long an interaction spent in the IVR before being connected to an agent: Synchronize interaction attributes with Salesforce activity records.

• Interaction attribute for total time in ACD

  Administrators can now use the interaction attribute Interaction.TotalAcdTime to indicate in Salesforce activity records how long an interaction spent being routed to an agent: Synchronize interaction attributes with Salesforce activity records.

• Training videos

  Replaced training videos with updated videos about call logging, screen pop, and workspace transfer: Training videos.

January 8, 2020

• callbackCallEnded interaction event notification

  Developers can subscribe to an interaction event to be notified when a call placed for a callback interaction ends: Events in Salesforce.

December 18, 2019

• Shift trade requests

  Agents and administrators can view notifications for shift trade requests in the client: Access schedule notifications.

November 13, 2019

• Call history

  Agents can view their call history in the client: Access call history and Configure call center settings.

• Evaluations

  Agents can view notifications for released evaluations and quality evaluators can view notifications for interaction evaluations in the client: Access evaluations.

• Events for interaction state changes in Salesforce

  The integration now listens for events to update interaction state changes in Salesforce: Events in Salesforce.

• Example code and applications for user status and interaction state actions

  Developers can use example code and applications in the PureCloud for Salesforce Example repository in GitHub to explore user status and interaction state actions: Events in Salesforce Classic Console App (GitHub) and Events in Salesforce Lightning App (GitHub).

October 30, 2019

• WhatsApp interaction support

  The integration now routes inbound WhatsApp interactions: About messages.

October 23, 2019

• US West region

  Administrators can now select US West (Oregon) as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

October 16, 2019

• OAuth client permissions for Campaign Management

  Updated documentation with Division permission for Campaign Management: OAuth client permissions.

October 9, 2019

• Search configuration for external contacts

  Administrators can now control whether the integration returns external contacts from their Genesys Cloud organization when agents search before transferring interactions or making calls: Configure search in Salesforce.

• Personal voicemail inbox

  Users can quickly see if they received new personal voicemail and easily access their voicemail from the client: Access personal voicemail.

• Access token expiration

  The client now alerts logged-in users 30 minutes before an access token (session) expires, unless the user logged in less than 30 minutes earlier: Log in to the client.

September 18, 2019

• Interaction attribute for internal calls

  Administrators can now use the interaction attribute Call.Internal to indicate in Salesforce activity records whether a call is internal: Synchronize interaction attributes with Salesforce activity records.

• Auto assign email owner

  Administrators can now configure the integration to automatically assign the case owner of routed emails to the agent who picks up the interaction: Configure call center settings.

• Integration with High Velocity Sales

  Administrators can now configure the integration to automate the progress of sales cadence steps when using the Salesforce High Velocity Sales app in Lightning Experience: Configure call center settings.

July 31, 2019

• Expand chat notification

  Administrators can now configure Genesys Cloud for Salesforce to amend the chat notification payload with message content: Configure call center settings. 

• Salesforce Knowledge integration

  Developers can set up and train Salesforce Einstein to return knowledge base articles based on chat messages from end users: PureCloud for Salesforce Einstein Example (GitHub).

June 19, 2019

• Contact list columns in activity records and interaction details

  Administrators can now map columns in contact lists to Salesforce activity records or display data from contact lists in interaction details: Synchronize interaction attributes with Salesforce activity records and Customize interaction details.

• Additional interaction attributes for click-to-dial

  Administrators can now customize click-to-dial interactions to show additional attributes such as callerId, callerIdName, and interactionType: Create click-to-dial on custom Visualforce pages.

May 15, 2019

• Contact list column management

  Administrators can now associate fields on campaign member records in Salesforce with columns on contact lists in Genesys Cloud: Configure contact list columns and Configure contact list column management.

• Out of adherence notification

  The client now notifies agents when their status does not match their scheduled activity: Out of adherence.

April 24, 2019

• Advanced microphone settings for WebRTC phones

  Agents can now configure microphone settings in the client that may affect sound processing and audio quality: Configure advanced microphone settings for WebRTC phones.

April 10, 2019

• Events in Lightning Experience

  The integration now exposes custom client events in Lightning Experience: Events in Salesforce.

March 13, 2019

• Campaign priority setting

  Administrators can set the priority on a campaign to ensure that Genesys Cloud places calls from campaigns with higher priority before campaigns with lower priority: Configure page layout settings for campaigns and campaign members.

• Access control for campaigns

  Administrators can now configure in Salesforce which division a campaign is associated with: Retrieve Genesys Cloud campaign options and Configure Genesys Cloud campaign setting information.

• Link to interaction details in Genesys Cloud with interaction attribute

  Administrators can now configure the integration to display links to interaction details in Genesys Cloud on Salesforce activity records by mapping the interaction attribute Interaction.Url to an activity custom field in Salesforce: Synchronize interaction attributes with Salesforce activity records.

January 16, 2019

• Agents without phones

  Agents can now log in without first selecting a phone: Log in to the client.

• Outbound SMS message support

  Agents can now send SMS messages on behalf of queues. Administrators can configure the default country code used for these SMS messages: Send an SMS message and Configure country codes.

• Consolidation of settings in the client menu

  The Click-to-Dial and On Behalf of Queue settings now consolidated under Queue. The WebRTC Settings name abbreviated to WebRTC: Settings in the client menu.

December 19, 2018

• Manage Genesys Cloud embedding

  Administrators can restrict the embedding of Genesys Cloud as an iframe in third-party applications but add domains for the Genesys Cloud embedded clients to an allowlist: Manage Genesys Cloud embedding with Genesys Cloud embedded clients.

December 12, 2018

• Chrome autoplay policy changes and audio playback

  Added documentation about Chrome’s autoplay policy changes that affect audio playback: Chrome autoplay policy changes.

November 14, 2018

• Notifications setting

  Agents can configure the client to show notifications outside the client when interactions alert: Configure notifications.

• Phone configuration for campaign management

  The integration now allows administrators to configure multiple phone types for campaign management and to specify which phone types to use in campaign settings: Configure phone types and Configure phone type management.

• Salesforce tab and client interaction sync

  Administrators can now configure the integration to sync primary tabs in Salesforce with interactions in the client. Available in Salesforce console apps in both Classic and Lightning Experience: Configure call center settings.

October 31, 2018

• Flag problematic calls

  Agents can now flag calls and ACD voice interactions that have voice quality issues, such as deteriorated audio, unexpected disconnections, incomplete connections, and failed transfers: Call controls.

October 17, 2018

• Salesforce Winter ’19 Apex class access

  Starting with Salesforce Winter ’19, administrators must grant users of new Salesforce organizations access to Apex classes: Administrator requirements.

September 12, 2018

Build 1.0.2525

• Facebook, LINE, and Twitter interaction support

  The integration now routes inbound Facebook, LINE, and Twitter interactions: About messages.

• Omni-Channel sync enhancements

  Added settings to sync statuses when agents are working on items in Salesforce Omni-Channel and Genesys Cloud for Salesforce: Configure Omni-Channel sync and How to use Omni-Channel sync.

• Dedicated login window

  Administrators can now configure the integration to use a separate login window for login providers that do not work in embedded windows: Configure call center settings.

• Out of Office scheduling

  Agents can now schedule Out of Office dates and times from the client: Change your status.

• Timer for non-time-boxed after-call work

  Timer added to the Wrap-up window to show the amount of time spent on non-time-boxed after-call work: Wrap up an interaction.

August 29, 2018

Build 1.0.2503

• Caller ID support for outbound calls

  Administrators can now configure the integration to send caller ID information on outbound calls through agent input or global configuration: Make a call and Configure caller ID.

July 4, 2018

Build 1.0.2458

• Workspace transfer and Omni-Channel sync in Lightning Experience

  The integration now supports workspace transfer and Omni-Channel sync in Lightning apps with console navigation: Workspace transfers and Salesforce Omni-Channel.

June 20, 2018

Build 1.0.2451

• Interaction details for messages

  Administrators can now customize the attributes that display on message interactions: Customize interaction attributes.

• Interaction statistics during search

  Updated the interaction statistics that the integration shows during search when transferring interactions or making calls to people or queues. Changed from the numbers of individual media types to the total number of interactions that a person or queue is handling: Blind transfer an interaction, Consult transfer a call, and Make a call.

• Route Salesforce emails to Architect flows

  Administrators can now route Salesforce emails to an Architect flow by using Process Builder or by accessing our SDK: Use Process Builder to route Salesforce emails and Use the SDK to route Salesforce emails.

June 6, 2018

Build 1.0.2424

• Preview timer

  Added timer to preview outbound dialing interactions.

• Agent performance statistics for message interactions

  Added agent performance statistics for message interactions: View agent performance statistics.

• Content list
  

  Added list of all Genesys Cloud for Salesforce articles for easy reference: Genesys Cloud for Salesforce content list.

May 16, 2018

Build 1.0.2401

• Search configuration

  Administrators can now control whether the integration returns people from their Genesys Cloud organization, queues from their Genesys Cloud organization, or people from their Salesforce organization when agents search before transferring interactions or making calls: Configure search. 

May 9, 2018

Build 1.0.2384

• Outbound email support

  Agents can now send emails on behalf of queues: Send an email.

May 2, 2018

Build 1.0.2377

• Scheduled callbacks

  Agents can now schedule callbacks for voice interactions: Schedule a callback.

• EU (Frankfurt) region

  Administrators can now select Frankfurt as their Genesys Cloud environment: Change the region of your Genesys Cloud organization. 

• Salesforce results in search

  Administrators can now configure Salesforce to return phone numbers from various objects: Configure search. After configuration, agents can transfer interactions in the client to contacts in their Salesforce organization: Transfers.

• Email interaction statistics during search

  The integration now shows the number of email interactions being handled when transferring interactions or making calls to people or queues: Blind transfer an interaction, Consult transfer a call, and Make a call.

April 4, 2018

Build 1.0.2349

• Embedded interaction window

  Added support for using embedded interaction windows in Lightning Experience for scripts, chats, emails, and SMS messages: Add an embedded interaction window. 

March 28, 2018

Build 1.0.2339

• ACD voicemail interaction support

  Added ability to route ACD voicemail interactions: About ACD voicemail.

March 21, 2018

Managed package 2.26

• Campaign management 

  The integration allows administrators to create, manage, and view Genesys Cloud outbound dialing campaigns in Salesforce: About Campaign Management.

March 14, 2018

Build 1.0.2322

• SMS interaction support

  Added ability to route inbound SMS interactions: About messages.

• Lightning Experience
  

  Removed information about click-to-dial limitation because Lightning Experience Spring 18 supports click-to-dial on custom pages: Lightning Experience. 

January 24, 2018

• WebRTC phones default behavior

  Updated documentation about WebRTC phones default behavior: Change your WebRTC phone settings.

• WebRTC phone audio in Chrome

  Added documentation about audio problems with WebRTC phones in Chrome: Audio issues with WebRTC phones.

December 5, 2017

• Lightning Experience
  

  Added information about screen pop and Lightning Service Console limitations: Lightning Experience. 

November 7, 2017

Build 1.0.2273

• Co-browse for calls and chats

  Agents can browse the customer’s view of a webpage and collaborate with the customer using annotations and page control during call and chat interactions: Use co-browse.

• Screen share for calls and chats

  Agents can view the customer’s desktop or application during call and chat interactions: Use screen share.

September 26, 2017

Build 1.0.2262

• Free seating enforcement
• Chat transcripts

  Interaction attribute allows addition of chat transcripts to Salesforce activity records: Synchronize interaction attributes with Salesforce activity records.

• Persistent connection for WebRTC phones

  Establishes an open connection between the integration and WebRTC phones to speed up call handling: Persistent connection.

• Branding updates
• Bug fixes

August 29, 2017

Build 1.0.2224

• Time-boxed after-call work

  Timer added to Wrap-up window for time-boxed after-call work on voice interactions: Wrap up an interaction.

• Wrap-up window change for callbacks

  Changed when the Wrap-up window automatically opens for wrap-up code selection to match Genesys Cloud behavior: Respond to callback interactions.

• Interaction log saving error

  Updated error message about interaction logs not saving due to a Salesforce error: Failed to save interaction log.

• On Queue placement in status list

  On Queue status moved to the top of the status list: Client interface.

• Script support for all queue calls

  Scripts are now available on all call interactions to or from a queue (inbound calls, callbacks, outbound dialing): Scripts.

August 23, 2017

Managed package 2.22

• New company logo

  Company logo updated throughout the integration.

August 2, 2017

Managed package 2.21

• Routing of Salesforce emails

  Added ability to route Salesforce emails that are received through the Email-to-Case functionality by using Process Builder or by accessing our SDK: About Routing of Salesforce Emails.

July 18, 2017

Build 1.0.2218

• Microsoft Edge support

  Updated the list of supported Internet browsers: Browser requirements and Administrator requirements.

• Server-side logging

  Added setting to enable server-side logging for Customer Care access: Configure call center settings.

• Client visibility in Service Cloud

  The client in Service Cloud now automatically opens when an interaction alerts: Access the client.

July 10, 2017

Build 1.0.2215

• Bug fixes

June 12, 2017

Build 1.0.2204

• Bug fixes

June 7, 2017

Build 1.0.2192

• Queue statistics

  Updated interface shows all media types for Waiting statistic when making or transferring a call: Make a call.

• Lightning Experience fix

  Implemented fix for interaction log limitation in Lightning Experience and removed limitation from documentation: Lightning Experience

• Bug fixes

May 2, 2017

Build 1.0.2171

• Training videos

  Added Quick Start video and videos about screen pop and interaction logging: Training videos.

• Bug fixes

April 26, 2017

• Managed package
  

  Updated the instructions about which users to install the managed package for and situations that require special access: Install or upgrade the managed package. 

  Tip: Genesys recommends that you review the updated instructions.

April 5, 2017

Build 1.0.2154

• Email interaction support

  Added ability to route email interactions: Respond to email interactions.

• Lightning Experience

  Updated steps and link to Salesforce documentation under Lightning apps setup: Lightning Experience.

• Phone logged out warning

  Added section about warning message that appears when logging out of Genesys Cloud in the middle of an interaction in the client: Troubleshoot.

• Bug fixes

March 1, 2017

Build 1.0.2143

• Ringing setting

  Added setting to mute ringing in the client when interactions alert: Configure notifications.

• Agent performance statistics

  Added ability for agents to see real-time statistics by interaction type: View agent performance statistics. 

February 1, 2017

Build 1.0.2139

• Chat interaction support

  Added ability to route chat interactions: Respond to chat interactions.

• Omni-Channel status sync

  Added settings for syncing statuses between Omni-Channel and Genesys Cloud for Salesforce: Salesforce Omni-Channel.

• Bug fixes

January 23, 2017

Build 1.0.2124

• Call forwarding 

  Added ability to set call forwarding and see when call forwarding is enabled: Call forwarding.

• Safari support

  Added Safari to the list of supported browsers: Administrator requirements.

• On Behalf of Queue settings

  Added setting to configure queue selection to persist for multiple calls on behalf of queues: Make a call.

• Microphones for WebRTC phones in Firefox
  

  Added information about microphone sharing requirement for Firefox users: Log in to the client.

December 20, 2016

Build 1.0.2106

• Wrap-up window behavior

  Window automatically opens after an interaction ends: Wrap up an interaction.

• Make a call On Behalf of Queue text box

  If agent is not a member of a queue, On Behalf of Queue text box does not appear in client: Make a call.

• Screen pop by ANI for callbacks

  Callback interactions screen pop based on ANI by default: Screen pop.

• Optional wrap-up work check box

  Removed check box from the Wrap-up window: Wrap up an interaction.

• Lightning Experience setup

  Added information about Lightning apps setup: Lightning Experience.

• Troubleshoot screen pops

  Added information about not receiving screen pops: Troubleshoot.

• Placement of Pop WebRTC Phone window selection

  Moved selection to bottom of WebRTC Settings window: Change your WebRTC phone settings.

• Secure pause call control for recordings

  Added secure pause call control to pause recordings: Call controls.

November 2, 2016

Build 1.0.2052

• Support for Genesys Cloud for Salesforce for Lightning Experience.

October 24, 2016

Build 1.0.2052

• Auto associates workspace transfer.
• Bug fixes.

September 28, 2016

Build 1.0.2026

• Auto answer support for WebRTC phones.

September 26, 2016

Build 1.0.2022

• WebRTC window configurable as separate window or embedded in the client.
• Bug fixes.

September 19, 2016

• WebRTC phone implementation with troubleshooting support.

September 9, 2016

Build 1.0.2006

• Bug fixes.

September  6, 2016

Build 1.0.1997

• Queue statistics updated with EWT (estimated wait time). 
• Bug fixes.

August 25, 2016

Build 1.0.1987

• Japanese language support.
• Bug fixes.

August 5, 2016

Build 1.0.1969

• Outbound dialing functionality.
• Script support for outbound dialing.
• Language support for Brazilian Portuguese.
• Bug fixes.

July 26, 2016

Build 1.0.1955

• Callback support.
• Supports Salesforce console events for secondary statuses.
• Bug fixes.

July 7, 2016

Build 1.0.1937

• Bug fixes.

June 17, 2016

Build 1.0.1919

• Supports Salesforce console events for logout.
• Automatically selects default station on login.
• Bug fixes.

May 19, 2016

Build 1.0.1844.1

• Additional status support (pending platform availability of new statuses).
• Queue activation support.
• Dialpad call control for DTMF support.
• Single sign-on identity provider functionality.
• Bug fixes.

April 15, 2016

Build 1.0.1765

• Bug fixes.

March 31, 2016

Build 1.0.1723

• Updated permission requirements in Genesys Cloud on Administrator requirements page.
• Filters search results by People or Queue.
• Advanced activity management attributes Salesforce.ParticipantId and Salesforce.WrapUpCode added.
• Supports Salesforce console events for status changes and call activities.
• Instructions for creating links in Salesforce to recordings in Genesys Cloud.  
• Bug fixes.

March 17, 2016

Build 1.0.1682

• Performs consult transfer.
• Drag and drop interactions to create conference calls.
• Shows the length of time a call is connected in display of interaction details.
• Client rings when alerting.
• Bug fixes.

March 3, 2016

Build 1.0.1648

• Transfers workspace when performing transfer.
• Additional advanced activity attribute (call duration and after-call time) mapping to map interaction attributes to Salesforce attributes.
• Enhanced screen pop from ANI functionality by customizing country codes to remove before the integration searches Salesforce for the ANI.
• Bug fixes.

February 18, 2016

Build 1.0.1622

• Supports person accounts.
• Supports multiple regions.
• Make call on behalf of queue.
• Auto associates who and what on custom click-to-dial.
• Type ahead search for users and queues when placing or transferring calls.
• Stats on queues before placing or transferring call to queue.
• Advanced activity attribute mapping to map interaction attributes to Salesforce attributes.
• Customize display of interaction details.
• Bug fixes.

February 4, 2016

Build 1.0.1568

• Call center settings moved from the call center definition to a separate configuration page. See one-time upgrade instructions to use this new configuration.
• Bug fixes.

January 7, 2016

Build 1.0.1507

• License check for the integration enabled in Genesys Cloud.
• Option to enable or disable interaction logs.

December 8, 2015

Build 1.0.1399

• Supports OAuth 2.0, the authentication protocol used in Genesys Cloud.
• Double-click a disconnected interaction to redial.

November 19, 2015

Build 1.0.1390

• Support agents on queue, including graceful return to queue or exit from queue when not responding.
• After-call work of wrap-up categories and notes.

November 13, 2015

Build 1.0.1320

• Record a call.
• Auto-associate Salesforce record to interaction log for click-to-dial.

August 14, 2015

Build 1.0.1101

• Screen pop for the custom interaction attributes SF_UrlPop and SF_SearchValue.
• Initial release of Genesys Cloud for Salesforce. Includes support for basic call controls, agent statuses, call logs, screen pop, and click-to-dial.