This article describes all releases of the CX Cloud from Genesys and Salesforce integration. For more information, see About CX Cloud from Genesys and Salesforce.

December 9, 2024

CX Cloud, Voice for Salesforce Service Cloud package

• Supports localization to the Salesforce system language. This feature helps agents view Genesys components in their local language, improving usability and enhancing the customer experience in multilingual regions. This update prioritizes support for languages read from left-to-right, ensuring that CX Cloud components are accessible and readable in various localized formats as needed by global teams: Language support in CX Cloud.
• Genesys Cloud CX Base component is added automatically when the Voice for Salesforce Service Cloud package is installed. The base component displays the agent user name in the Genesys Cloud CX Utility and also administrators can add the base component as a stand-alone component to a Lightning page in Salesforce: Configure Genesys Cloud CX Base component.

December 2, 2024

Outbound Campaign Management for Salesforce Cloud package version 1.0

CX Cloud from Genesys and Salesforce package version 2.3

• Administrators can now create, manage, and view Genesys Cloud outbound dialing campaigns directly in Salesforce via the new Campaign Management integration in CX Cloud from Genesys and Salesforce. This integration syncs campaign data between Genesys Cloud and Salesforce organizations, which simplifies campaign setup and management: About Campaign Management in CX Cloud from Genesys and Salesforce.

October 24, 2024

CX Cloud from Genesys and Salesforce package version 1.14

• Added support for display of longer queue name and its tool tip in Core and Voice packages.

October 23, 2024

CX Cloud, Digital and AI for Salesforce Service Cloud package version 1.29

• When the address field is present on an interaction’s participant data, it will be matched against a Salesforce Contact using the Phone, Mobile, Home Phone, or
  Other Phone fields. Additionally, if the interaction came through WebMessaging, the phoneNumber field of the custom attributes will be used for matching.
• The routing > email > manage permission is not required for agents to handle email interactions.
• Introduced the GenesysCloud User custom permission to support the use of Digital and AI package for voice transcription without requiring its use for digital channels. Removing this permission disables CX Cloud’s digital channels for a given user or profile.
• Agents can now see whether their messages have been sent successfully or not through a visual indicator.
• Agents and customers will see a visual indicator when a new message is being typed.
• Added support for ACW timeout when set in Genesys Cloud.
• Custom fields are substituted when canned responses are used.
• Support for outbound SMS on behalf of queue.
• Agents can open completed Email Experiences and reconnect with the email thread.

October 7, 2024

CX Cloud from Genesys and Salesforce package version 1.13

CX Cloud, Voice for Salesforce Service Cloud package version 1.13

CX Cloud, WEM for Salesforce Service Cloud package version 1.1

• Enable Lightning Web Security in Salesforce
  

  To install or upgrade to CX Cloud from Genesys and Salesforce and CX Cloud, Voice for Salesforce Service Cloud packages to version 1.13, administrators must enable Lightning Web Security in Salesforce: Enable Lightning Web Security.

• Guided setup experience for CX Cloud installation
  

  Administrators can now install and configure the CX Cloud and Salesforce integration packages within Salesforce Service Cloud using a new guided setup experience. This feature introduces a setup page that provides step-by-step instructions, helping to ensure that all configuration steps are completed accurately and efficiently. The setup page offers visibility into the installation process, highlights required configurations, and displays available packages. The guided setup helps administrators determine if they have the necessary products enabled and provides next-step guidance for a smooth deployment: Install the CX Cloud from Genesys and Salesforce package, Install the CX Cloud, Voice for Salesforce Service Cloud package, Setup guide for CX Cloud, Voice for Salesforce Service Cloud and Create a contact center in Salesforce.

• Standalone component management

Administrators can now add and manage standalone components, Genesys Cloud CX Agent Performance Stats and Genesys Cloud CX Queue Activation and Stats, to CX Cloud from Genesys and Salesforce integration. The Genesys Cloud CX Agent Performance Stats component displays agent performance statistics for interactions. The Genesys Cloud CX Queue Activation and Stats component displays the available queues and queue statistics, and enables managers to monitor agent performance and queue assignments: Configure Genesys Cloud CX Queue Activation and Stats component and Configure Genesys Cloud CX Agent Performance Stats component

• PCI Compliance for CX Cloud from Genesys and Salesforce

Secure pause feature in Genesys Cloud platform and Salesforce Service Cloud are PCI DSS-Compliant: What features are PCI DSS-compliant for CX Cloud from Genesys and Salesforce integration?

August 22, 2024

CX Cloud, Digital and AI for Salesforce Service Cloud package version 1.27

• When Service Cloud Voice is used with Digital and AI, seamless authentication is offered without the need for an additional OAuth client and eliminates the page refresh during login.
• Customers using the Salesforce Shield Platform Encryption deterministic scheme for field encryption can now install and use the Digital and AI package.
• Canned responses are now filtered based on the corresponding Queue Segmentation configured in Genesys Cloud.
• Support for all the web messaging attachments allowed by Salesforce. This support comes by using Genesys Cloud content profiles and the administrators must add the webdeployments:readonly and messaging:readonly to the OAuth client: Supported File Types.
• Resolved issues where voice transcription errors occurred due to Salesforce app capacity constraints.

CX Cloud, External Routing for Salesforce Service Cloud package version 1.2.0

• The External Routing package now leverages the Service Cloud Voice’s authentication token for API interactions with Genesys Cloud.
• Confirms the successful completion of the External Routing configuration upon clicking Save.
• Supports the ability to pass custom data attributes to Genesys Cloud for routing decision.
  .
  

  With the offering of the new package CX Cloud, External Routing for Salesforce Service, administrators can now route Salesforce message and email to case through Genesys Cloud: Configure External Routing for Salesforce Service Cloud.

August 5, 2024

• Support for CX Cloud from Genesys and Salesforce in VDI environment
  

  Administrators can now enable agents using the CX Cloud from Genesys and Salesforce integration via the Salesforce Service Cloud console within a VDI (Virtual Desktop Infrastructure) environment. This update allows agents to handle interactions, including voice, through the WebRTC Media Helper, integrating with existing VDI setups: Does CX Cloud from Genesys and Salesforce integration support Virtual Desktop Infrastructure (VDI) configurations?.

July 29, 2024

CX Cloud, Core Services for Salesforce Service Cloud package version 1.10

CX Cloud, Voice for Salesforce Service Cloud package version 1.10

• Genesys Cloud Background Assistant screen recording support
  

  Agents who use both voice and digital capabilities for CX Cloud from Genesys and Salesforce can now use Genesys Cloud Background Assistant (GCBA) on Windows 10 and 11 operating systems for screen recording. Administrators can install GCBA independently from CX Cloud installations. This feature addresses a gap between CX Cloud and Open CTI and is essential for quality management. With GCBA, the screen recording capabilities send appropriate signaling to authenticate the application and to track the user conversation life: Genesys Cloud Background Assistant (GCBA) overview and Can I record an agent’s screen when they handle interactions in Salesforce Service Cloud Voice using CX Cloud from Genesys and Salesforce?.

July 10, 2024

CX Cloud, External Routing for Salesforce Service Cloud package

• New package for External Routing for Salesforce Service Cloud
  

  With the offering of the new package CX Cloud, External Routing for Salesforce Service, administrators can now route Salesforce message and email to case through Genesys Cloud: Configure External Routing for Salesforce Service Cloud.

July 1, 2024

CX Cloud, Core Services for Salesforce Service Cloud package version 1.9

CX Cloud, Voice for Salesforce Service Cloud package version 1.9

• Enhanced multichannel queue stats for CX Cloud from Genesys and Salesforce
  

  Administrators can now add the Genesys Cloud for SCV Queue Stats component to the Lightning app for contact centers. The component allows agents to view comprehensive queue statistics on the Service Cloud console, including wait times, agent availability, and the number of interactions waiting in the queue: Configure GC for SCV Queue Stats component.

June 26, 2024

CX Cloud, Digital and AI for Salesforce Service Cloud package version 1.20

• Supports the option to enable an audible alert on a new message arrival even when the agents aren’t currently viewing the Experience tab.
• Canned responses are now inserted where the cursor is placed while drafting an email or message. Previously, the response was inserted at the top of the email or message.
• Supports the pre-configured variables available for canned response substitutions.
• Improved agent experience by making the appropriate UI interactions unavailable when the web socket is disconnected.
• Agents cannot initiate a direct blind transfer to themselves.
• Allows agents to select the option to create and link contacts when the Experience and Email Experience are created.
• Supports agent initiated outbound email on behalf of a queue.
• Agents can now see the presence status of other agents when they initiate a transfer.
• When an agent brings up the transfer dialog, the presence status of other agents is now visible.

June 3, 2024

CX Cloud, Digital and AI for Salesforce Service Cloud package version 1.19

• Supports the digital menus that are available within the Genesys Cloud Architect flows.
• Improvements to diagnostic logging and websocket recovery and reconnection logic.
• Chat messages are not duplicated when an agent initiates a queue transfer that routes back to them.
• When the Salesforce record pages for Experience and Email Experience objects are set to load as a subtask of another Salesforce object, the option to close the tab is disabled until the objects load completely.
• If your OAuth permissions don’t allow you to view canned responses, the UI displays an error message.
• The Email Experience does not disconnect while editing a response or forwarding emails.
  
• Canned responses are now shown in a tree view.
• Participant data stored in Salesforce now supports up to 128K.
• Improved exception handling and logic to ensure that agent state is maintained when the conversation disconnects. Also, added toast messaging to improve the agent experience and reduce the likelihood of lingering experiences that requires wrap-up.
• Supports Twitter Direct Messaging in message conversations.

April 1, 2024

CX Cloud, Core Services for Salesforce Service Cloud package version 1.8

CX Cloud, Voice for Salesforce Service Cloud package version 1.8

• Schedule callbacks
  

  Enhanced timezone support in schedule callbacks: Schedule callbacks during a voice interaction.

March 25, 2024

CX Cloud, Digital and AI for Salesforce Service Cloud package version 1.8

• Supports Genesys Cloud email channel.
• Supports Salesforce agents and users to exchange messages with image attachments.
• Supports Facebook Messenger, Instagram Direct Messages, SMS, and WhatsApp in message conversations.
• Supports blind transfer to Genesys Cloud queues for Salesforce agents.
• Stores division details of the users when queried.
• Supports new regions, such as Osaka, UAE, and Zurich in the Utility bar.
• Supports Open Messaging channel and Genesys Universal Messaging.
• Indicates and changes color when a message is received in the Experience tab title.
• Facilitates troubleshooting issues related to voice transcription by additional logs.
• Supports a new shortcut option to send an email (Ctrl or Command on Mac+Enter).
• Supports email draft deletion.
• Allows agents to use Genesys Cloud canned responses.
• Shows contact’s information in the Experience tab in Salesforce.
• Allows admins to add restrictions for agents to add attachments in emails and messages.
• Allows the use of Participant data to name tabs and other options.

March 19, 2024

CX Cloud, Core Services for Salesforce Service Cloud package version 1.7

CX Cloud, Voice for Salesforce Service Cloud package version 1.7

• New regions added to XML generator for contact center setup
  

  Administrators can now select the Osaka, UAE, or Zurich region while generating an XML configuration file for contact center setup: Generate an XML configuration file for contact center setup.

March 4, 2024

CX Cloud, Core Services for Salesforce Service Cloud package version 1.6

• Asia Pacific (Osaka), Middle East (UAE), and EU (Zurich) regions
  

  Administrators can now select Osaka, UAE, or Zurich as their Genesys Cloud environment: Configure remote site settings in Salesforce.

• Support for standard call attributes for CX Cloud, Voice for Salesforce Service Cloud 

  Administrators can now use the supported call attributes to synchronize with the Salesforce VoiceCall records for both inbound and outbound voice calls: Synchronize call attributes with Salesforce VoiceCall records.

December 13, 2023

• CX Cloud from Genesys and Salesforce
  This initial release of CX Cloud from Genesys and Salesforce integration. The integration includes access to:
  • CX Cloud, Voice for Salesforce Service Cloud
  • CX Cloud, Digital and AI for Salesforce Service Cloud
  • CX Cloud, WEM for Salesforce Service Cloud