About Genesys Cloud for Salesforce

The Genesys Cloud for Salesforce integration is a variant of Genesys Cloud’s contact center services inside Salesforce.

Warning: Do not run different variants of the Genesys Cloud embedded client (Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, Genesys Cloud for Microsoft Teams, Genesys Cloud for Chrome, Genesys Cloud for Firefox, or Genesys Cloud Embeddable Framework) and Genesys Cloud Communicate for mobile apps simultaneously. Otherwise, you will experience unusual behavior with interaction logs, WebRTC phones, and other functionalities.

Important: Salesforce announced that Google’s decision to phase out third-party cookies in Chrome may affect the functionality of Open CTI starting in January 2024. Genesys is aware of this issue and is actively working on solutions to mitigate the impact of this change. Customers using the Genesys Cloud for Salesforce CTI integration will not be negatively affected by this change. For more information about Genesys Cloud’s solutions to third-party cookies, see Alternatives to third-party cookies for Genesys Cloud embedded clients.

Overview

With the Genesys Cloud for Salesforce integration, there is nothing to install on each user’s computer and nothing to maintain or back up on your servers.

Salesforce experience

Genesys Cloud for Salesforce works with Service Cloud, Lightning Experience, Salesforce Omni-Channel, and High Velocity Sales.

Get started (administrators)

First review the requirements and purchase appropriate licenses for Genesys Cloud. Then install the integration and configure various settings.

Advanced setup (customization)

Administrators can customize the integration to use more advanced features.

Advanced setup (extensibility)

Administrators can extend the integration through custom development.

AI experience

Administrators can set up and incorporate AI-powered tools like Agent Assist and Agent Copilot in to the interaction window. These tools help agents to enhance productivity and provides guidance.

Campaign management

Genesys Cloud for Salesforce can use Genesys Cloud to run outbound dialing campaigns, show campaign activity, and reconcile campaign and campaign member data in Salesforce.

Routing Salesforce emails

Genesys Cloud for Salesforce can route Salesforce emails that users receive through the Email-to-Case functionality.

Routing Salesforce chats

Genesys Cloud for Salesforce external routing can route Salesforce chats through Genesys Cloud.

Get started (agents)

After the integration is installed, log in and begin to use the client.

Client interface

From the client, you can access the menu and change your status and phone. The menu allows you to perform common tasks quickly, such as working with active interactions, making calls, or changing settings.

Call controls and basic interaction tasks

Learn about the call controls in the client and how to perform basic tasks on interactions.

CRM functionality

Review CRM functionality that impacts how you work.

Client-configurable functionality

Learn what functionality and features you can control or configure in the client.

Call history and user inbox notifications

Quickly view your call history and notifications about various items from the User Inbox in the client. The notifications alert you to tasks and information that require your attention in Genesys Cloud.

Visual engagement

Improve customer interactions with visual engagement tools that allow you to view customers’ computer screens or interact with their web browsers.

Supported Genesys Cloud interaction types

Genesys Cloud for Salesforce currently supports call, callback, outbound dialing, chat, email, message, and ACD voicemail interactions. For fuller functionality, run Genesys Cloud alongside the client.

Troubleshoot

For any problems with Genesys Cloud for Salesforce, browse troubleshooting information about individual issues. Before working with Customer Care, enable server-side logging.