Events in Salesforce

For more information, see Events per subscription type (Genesys Cloud Developer Center) in the Genesys Cloud Embeddable Framework documentation.

Administrators configure the call center settings so that the integration fires and listens for events.

1. In Salesforce, click Setup.
2. Search for Installed Packages.
3. Under Build, click Installed Packages.
4. On the Installed Packages page, click Configure next to the Genesys Cloud for Salesforce package.
5. Under Client Event Settings, configure the following items for Client Event Messages:
6. For Client Event Message Type, select Window.postMessage API.

   This setting causes the integration to raise a handshake event whenever the client loads. 

7. (Optional) For Client Event Types, select other events (Interaction, Notification, and UserAction) to subscribe to. Click Arrow to add them under Chosen.
8. (Optional) Select Expand Chat Notification to receive an expanded payload for chat notification events.
9. Click Save.

For more information, see Configure client events.

The Genesys Cloud for Salesforce client exposes the following actions raised through the postMessage Web APIs.

• addAssociation
• Interaction.addCustomAttributes
• Interaction.createConference
• Interaction.updateState
• User.updateStatus
• subscribe

addAssociation

Adds a new contact or relation association to interaction logs.

Parameters

data object

Defines the action.

Parameters

Examples

In this example, the integration adds a new contact association with the ID 1234 and the displayed name John Smith to an interaction.

{ 
  "type": "PureCloud.addAssociation",  
  "data": { 
      "type": "contact", 
      "id": "1234", 
      "text": "John Smith"
   } 
}

Interaction.addCustomAttributes

Adds custom attributes to interactions.

Parameters

data object

Defines the action.

Parameters

Example

{
    "type": "PureCloud.Interaction.addCustomAttributes", 
    "data": {
        "id": "1234-1234-1234-1234",
        "attributes": {
            "record_url": "/0000413456"
        }
    }
}

Interaction.createConference

Creates a conference from multiple interactions.

Parameters

data object

Defines the action.

Parameters

Example

{
    "type": "PureCloud.Interaction.createConference", 
    "data": {
        "interactionIds": [
            "9641cedc-4cc2-48e1-84f7-fc4xxxx513e8",
            "5eafbfc4-6ff4-40e4-a2d7-dxxxxxxxx809", 
            "363ba2ca-xxxx-405e-bebe-fc59b1ae517b"
         ]
    }
}

Interaction.updateState

Updates the state of an interaction.

Parameters

data object

Defines the action.

Parameters

participantContext object

Defines the entity receiving the transfer.

Parameters

secureSessionContext object

Defines the entity receiving the transfer.

Parameters

Examples

The following example shows an interaction transferred to an agent or queue without consultation.

{
    "type": "PureCloud.Interaction.updateState", 
    "data": {
        "action": "blindTransfer",
        "id": "1234-1234-1234-1234",
        "participantContext": {
            "transferTarget": "3175550123",
            "transferTargetType": "address"
        }
    }
}

The following example shows an interaction transferred to a secure IVR flow.

{
    "type": "PureCloud.Interaction.updateState", 
    "data": {
        "action": "secureSession",
        "id": "1234-1234-1234-1234",
        "secureSessionContext": {
            "flowId": "741f4f39-7a94-470d-a1dd-dd68d01e0dd8",
            "userData": "hello",
            "disconnect": false,
        }
    }
}

User.updateStatus

Updates user status.

Parameters

data object

Defines the action.

Parameters

Example

{
    "type": "PureCloud.User.updateStatus", 
    "data": {
        "id": "1234-1234-1234-1234"
    }
} 

subscribe

Subscribes to client events.

Parameters

data object

Defines the action.

Parameters

Events per subscription type

Example

{
 "type": "PureCloud.subscribe",
 "data": {
     "type": "Notification",
     "categories": ["interactionSelection", "chatUpdate", "interactionWindow", "conversationTranscription"]
  }
}

Create a Lighting component so Salesforce can listen for and fire the events selected in the call center settings. 

1. Add Apex, component, and JavaScript files to the Developer Console in Salesforce.

   You can download sample files from the PureCloud for Salesforce Einstein Example repository in GitHub.

   For more information, see Developer Console File Menu in the Salesforce documentation.

2. Set the type and id for source in the JavaScript file.

   This setting allows you to change statuses in the client.

   source.postMessage({
       type: 'PureCloud.User.updateStatus',
       data: { id: status },
   }

3. If your administrator configured the integration to fire Interaction, Notification, or UserActions events, subscribe to these events in the JavaScript file.

   For more information, see the subscribe method in the Genesys Cloud Embeddable Framework documentation (Genesys Cloud Developer Center).

For more information, see Events per subscription type (Genesys Cloud Developer Center) in the Genesys Cloud Embeddable Framework documentation.

Administrators configure the call center settings so that the integration fires and listens for events.

1. In Salesforce, click Setup.
2. Search for Installed Packages.
3. Under Build, click Installed Packages.
4. On the Installed Packages page, click Configure next to the Genesys Cloud for Salesforce package.
5. Under Client Event Settings, configure the following items for Client Event Messages:
6. For Client Event Message Type, select Lightning Message Channel. 
   

   This setting causes the integration to send messages on the message channel. 

7. (Optional) For Client Event Types, select other events (Interaction, Notification, and UserAction) to subscribe to. Click Arrow to add them under Chosen.
8. (Optional) Select Expand Chat Notification to receive an expanded payload for chat notification events.
9. Click Save.

For more information, see Configure client events.

The Genesys Cloud for Salesforce client exposes the following actions raised through Lightning Message Service.

• addAssociation
• Interaction.addCustomAttributes
• Interaction.createConference
• Interaction.updateState
• User.updateStatus
• subscribe

addAssociation

Adds a new contact or relation association to interaction logs.

Parameters

data object

Defines the action.

Parameters

Examples

In this example, the integration adds a new contact association with the ID 1234 and the displayed name John Smith to an interaction.

{ 
  "type": "PureCloud.addAssociation",  
  "data": { 
      "type": "contact", 
      "id": "1234", 
      "text": "John Smith"
   } 
}

Interaction.addCustomAttributes

Adds custom attributes to interactions.

Parameters

data object

Defines the action.

Parameters

Example

{
    "type": "PureCloud.Interaction.addCustomAttributes",
    "data": {
        "id": "1234-1234-1234-1234",
        "attributes": {
            "record_url": "/0000413456"
        }
    }
}

Interaction.createConference

Creates a conference from multiple interactions.

Parameters

data object

Defines the action.

Parameters

Example

{
    "type": "PureCloud.Interaction.createConference", 
    "data": {
        "interactionIds": [
            "9641xxxx-4bb2-xxxx-84f7-xxxxxx8513e8",
            "5eafbfc4-6ff4-xxxx-a2d7-d23c1abbd809", 
            "363ba2ca-xxxx-405e-bebe-fc59xxxxx17b"
         ]
    }
}

Interaction.updateState

Updates the state of an interaction.

Parameters

data object

Defines the action.

Parameters

participantContext object

Defines the entity receiving the transfer.

Parameters

secureSessionContext object

Defines the entity receiving the transfer.

Parameters

Examples

The following example shows an interaction transferred to an agent or queue without consultation.

{
    "type": "PureCloud.Interaction.updateState", 
    "data": {
        "action": "blindTransfer",
        "id": "1234-1234-1234-1234",
        "participantContext": {
            "transferTarget": "3175550123",
            "transferTargetType": "address"
        }
    }
}

The following example shows an interaction transferred to a secure IVR flow.

{
    "type": "PureCloud.interaction.updateState", 
    "data": {
        "action": "secureSession",
        "id": "1234-1234-1234-1234",
        "secureSessionContext": {
            "flowId": "741f4f39-7a94-470d-a1dd-dd68d01e0dd8",
            "userData": "hello",
            "disconnect": false,
        }
    }
}

User.updateStatus

Updates user status.

Parameters

data object

Defines the action.

Parameters

Example

{
    "type": "PureCloud.User.updateStatus",
    "data": {
        "id": "1234-1234-1234-1234"
    }
} 

subscribe

Subscribes to client events.

Parameters

data object

Defines the action.

Parameters

Events per subscription type

Example

{
 "type": "PureCloud.subscribe",
 "data": {
     "type": "Notification",
     "categories": ["interactionSelection", "chatUpdate", "interactionWindow", "conversationTranscription"]
  }
}

To subscribe to the message channel, install version 3.12 or later of the PureCloud for Salesforce managed package. These versions of the managed package include the purecloud__ClientEvent__c channel that receives all messages. After you subscribe to purecloud__ClientEvent__c, Salesforce can listen for and fire the events selected in the call center settings. 

The method of implementation varies, depending on the components that you use. The following example code shows how to use LMS with a Lightning Aura component.

Subscribe to Lightning messages on the purecloud__ClientEvent__c channel for an Aura component.

<lightning:messageChannel type="purecloud__ClientEvent__c" aura:id="clientEventMessageChannel" onMessage="{!c.onClientEvent}" scope="APPLICATION"/>

To receive Lightning messages, create an onClientEvent.

({
    onClientEvent: function (component, message, helper) {
        var eventData = message.getParams();
        if (eventData) {
            if(eventData.type === 'Interaction' && eventData.data.id) {
		console.log(‘Interaction ID: ‘ + eventData.data.id);
            }
        }
    }
})

To send Lightning messages, publish the events that the Genesys Cloud for Salesforce client listens for. For a list of events, see the Communicate with Genesys Cloud for Salesforce section.

component.find('clientEventMessageChannel').publish({
    type: 'PureCloud.User.updateStatus',
    data: { id: status }
});

For other examples, see Lightning Message Service [Developer Preview] in the Salesforce Developers Blog.