Campaign members are not syncing to Genesys Cloud

Note: This article applies to Genesys Cloud for Salesforce.

The integration is not syncing campaign members in Salesforce to the contact list in Genesys Cloud. You see any of the following issues:

A campaign is running but no contacts are being dialed.
The Synced to Genesys Cloud check box is not selected on campaign member records. For more information, see Configure page layout settings for campaigns and campaign members.
A syncing error occurs in the Monitor section. The logs show that the API request or response exceeded the size limit. For more information, see Monitor campaign activity.

Due to Salesforce and Genesys Cloud limits, if the payload sent with a contact list sync job is too large, the sync job fails. If some of the fields in the campaign member records include long text areas, you can hit the limits even when campaign members in a contact list sync job are set to less than 1,000. If the contact list sync job fails, modify the total number of campaign members set for each request and the number of requests and then fix the failed contact list requests. For more information, see Configure Genesys Cloud contact list sync job and Fix failed contact list requests.

For more information, see About Campaign Management.

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