Error messages in Omni-Channel Sync Settings


Note: This article applies to Genesys Cloud for Salesforce.

When setting up Omni-Channel sync in the Client Settings, you can encounter the following error messages:

  • Enable Omni-Channel in Salesforce.

    If you do not have Omni-Channel enabled in Salesforce, then you receive the following message:

    Enable Omni-Channel Sync error message

    To enable Omni-Channel sync in the Client Settings, you must enable Omni-Channel in Salesforce. For information about enabling Omni-Channel in Salesforce, see Enable Omni-Channel in the Salesforce documentation.

  • Add Presence Statuses in Salesforce.

    If you do not have any presence statuses set up in Salesforce, then you receive the following message:

    Enable Omni-Channel Sync error message

    To map Omni-Channel statuses to Genesys Cloud for Salesforce statuses, you must have presence statuses set up in Salesforce. For information about creating presence statuses, see Create Presence Statuses in the Salesforce documentation.

  • Select Omni-Channel status. (Mapped Status)

    If you did not select an Omni-Channel status under Mapped Status, then you receive the following message:

    Enable Omni-Channel Sync error message

    Select one of the present statuses that you created in Salesforce. For more information, see Configure Omni-Channel sync.

  • Select Genesys Cloud status or Select Omni-Channel status. (Transition Status)

    If you do not select a Genesys Cloud status or an Omni-Channel Status under Transition Status, then you receive the following messages:

    Enable Omni-Channel Sync error message

    Select a Genesys Cloud status and one of the presence statuses that you created in Salesforce. For more information, see Configure Omni-Channel sync.

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