About Routing of Salesforce Emails in Genesys Cloud for Salesforce
Genesys Cloud for Salesforce can route Salesforce emails through Genesys Cloud for Salesforce with the Routing of Salesforce Emails integration.
With the Routing of Salesforce Emails integration, agents are alerted about all interactions types (both Genesys Cloud interactions and Salesforce email interactions) in the client, but respond to Salesforce emails on cases in Salesforce.
Create an OAuth client and configure authentication for the integration. Then configure the routing of Salesforce emails and create a process in Process Builder to route the emails. With advanced customizations in processes, you can set screen pops, modify interactions details, or add data to the interaction logs in Salesforce.
Advanced customization with SDK
Instead of using Process Builder, developers familiar with Salesforce can route Salesforce emails by accessing our SDK through two namespaces. The SDK uses the Salesforce Apex programming language.
- Use the SDK to route Salesforce emails (optional)
Work with routing
After Salesforce emails start to route, you can monitor the routing activity and fix failed routing requests in Salesforce.