Limitations with routing Salesforce emails

Note: This article applies to PureCloud for Salesforce.

When routing Salesforce emails through PureCloud for Salesforce, keep in mind the following limitations:

  • Picklists in Salesforce are limited to 1,000 items each for Queues, Skills, and Languages.

    The process that you create in Process Builder to route Salesforce emails through PureCloud for Salesforce includes Picklists for Queues (required) and possibly for Skills and Languages from your PureCloud organization. If you have more than 1,000 of each in your PureCloud organization, when you click Retrieve Options in the Retrieve PureCloud Routing Options section, the integration displays an error message. For more information, see Configure the routing of Salesforce emails.

  • Queueable operations are limited to 250,000 items (possibly higher depending on your Salesforce account settings) during a 24-hour period and to 100 concurrent jobs waiting in queue.

    For more information about governors limits, see Execution Governors and Limits in the Salesforce documentation.

    If you use other Apex jobs in your Salesforce organization, you could reach the Salesforce limit. If at any point in time, you have 100 concurrent jobs as a result of other customizations in your Salesforce organization, no additional jobs queue. In this situation, these additional jobs appear on the Apex jobs page.

  • The content of routed Salesforce emails does not exist inside PureCloud.

    Agents must reply to emails on the case within Salesforce. Because the content of these emails does not exist inside PureCloud, it is not available for other PureCloud functionality, such as the interactions page and Analytics. 

  • Quality evaluations are not applicable.

    Because routing Salesforce emails uses third-party email routing APIs, by default quality evaluations are not applicable to Salesforce emails that the integration routes through PureCloud. Custom development may be possible using the Platform APIs. For more information, see Platform APIs (Developer Center).

For more information, see About Routing of Salesforce Emails.

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