Auto association is not working

If Enable Auto Association on Navigation is enabled in the call center settings, the client associates the current Salesforce record automatically with the interaction’s log as agents navigate. However, the auto association of records with interaction logs only occurs while interactions are connected. If an agent disconnects an interaction and then navigates to a different Salesforce record, the client does not auto-associate the interaction logs with the record that the agent navigated to.

For more information, see Configure call center setting.

For more information about the integration, see About Genesys Cloud for Salesforce.