This article describes all Genesys Cloud for Salesforce releases. For more information, see About Genesys Cloud for Salesforce.

Note: Most updates are automatic. For new features that require configuration, you must upgrade the managed package.

Coming soon!

These features are described in our documentation but are not yet generally available:

      June 10, 2024

      April 22, 2024

      • Headset call control buttons

        Agents can now use call control buttons on their headsets, including pick up, mute, and volume control, when they use the embedded clients: Configure headsets for embedded clients.

      March 18, 2024

      February 28, 2024

      January 31, 2024

      January 10, 2024

      • Improved blind transfer of digital interactions

        Agents can now cancel and change the agent-to-agent transfer target, and have more visibility when transfers are accepted: Blind transfer an interaction.

      December 6, 2023

      October 4, 2023

      • Ringtone selection for call alerts

        Agents can now select ringtones for their call alerts: Configure notifications.

      September 6, 2023

      June 21, 2023

      June 7, 2023

      • Client information in the embedded clients interaction window

        Administrators can now configure the display conversation information in the interaction window: Interaction window in embedded clients.

      May 31, 2023

      • Language support for Portuguese (Portugal)
      • Ringer volume control

        Agents can now control ringer volume of interactions that alert when you are not on call: Configure notifications.

      April 26, 2023

      • Information warning added for enabling server-side logging option

        Disclaimer message displays when the administrator selects the Enable Server-Side Logging option while configuring the call center settings: Configure call center settings.

      March 15, 2023

      • Select or deselect all queues option

        Agents can now select all or deselect all queues from the Active Queues and Available Queues list in Queue Activation: Queue activation.

      • Time-boxed and Agent Requested after call work options

        Administrators can set the after call work timeout settings for all digital channels including voice, email, chat, message, and callback, and agents can initiate after call work as needed for ACD interactions that are not automatically assigned after call work: Wrap up an interaction and Call controls.

      • Set up test data for testing external routing package

        Updated documentation for how to set up the test data for testing the Genesys Cloud for Salesforce External Routing package: Resolve unit test failures for Genesys Cloud for Salesforce External routing package.

      February 22, 2023

      • Retrieve Salesforce record types

        Bug fix for retrieving Salesforce record types that are associated with the interaction logs. This bug fix requires administrators to update the managed package.

      December 14, 2022

      • Availability of Agent Assist option

        Agents can now access Genesys Agent Assist from the embedded interaction window if Agent Assist is set up in their organization. For more information, see About Genesys Agent Assist.

      November 16, 2022

      • Add association to interaction logs

        The integration exposes the ability to add new contact or relation association to interaction logs: Events in Salesforce.

      August 17, 2022

      • Take ownership of scheduled callbacks

        Agents can now take ownership of scheduled callbacks for voice interactions: Schedule a callback.

      August 10, 2022

      August 3, 2022

      • Prevent inactivity timeout

        Administrators can now select the option to avoid inactivity timeout in Genesys Cloud while the agent is active in Salesforce: Configure call center settings.

      June 8, 2022

      June 2, 2022

      • Create conference client action for Salesforce Classic console

        The integration exposes the ability to create conference from multiple interactions in Salesforce Classic console: Events in Salesforce.

      April 27, 2022

      March 15, 2022

      February 9, 2022

      December 15, 2021

      November 17, 2021

      • Call transcription value

        Developers can now use the subscribe action to receive messages for client events and the CLIENT_EVENT event that details the subscribed messages: Events in Salesforce.

      August 11, 2021

      July 14, 2021

      May 26, 2021

      • Custom interaction attributes

        Administrators can now add custom interaction attributes to events in Salesforce: Configure client events.

      April 14, 2021

      March 24, 2021

      March 17, 2021

      February 10, 2021

      December 16, 2020

      • Hold timer

        Administrators can now use the interaction attribute Interaction.HoldTime to display the current hold duration: Customize interaction details.

      December 9, 2020

      • Volume control for alerting interactions

        Agents can now control the ringer volume of interactions that alert when they are connected to a call or callback interaction: Configure notifications.

      December 2, 2020

      November 25, 2020

      November 11, 2020

      • Example for the Genesys Cloud for Salesforce SaveLog extension point

        Developers can use example code in GitHub to save an interaction log to a record type with an extension point in Salesforce: Genesys Cloud for Salesforce SDK CTI extensions (GitHub).

      October 14, 2020

      September 23, 2020

      • Programmatic transfer to IVR flows

        The integration now exposes the ability to transfer interactions to non-secure and secure IVR flows with the changestate and Interaction.updateState actions: Events in Salesforce.

      September 16, 2020

      • Training videos

        Added video about routing Salesforce emails through the client: Training videos.

      September 9, 2020

      August 26, 2020

      • Genesys Cloud for Salesforce SDK

        Developers can access the Genesys Cloud Platform APIs and generate diagnostic logs with the SDK: SDK in Genesys Cloud for Salesforce.

      • Examples for the Genesys Cloud for Salesforce SDK

        Developers can access the Genesys Cloud Platform API directly from their Salesforce environment. Examples are provided that use Apex code in GitHub: Genesys Cloud for Salesforce SDK Examples (GitHub).

      • Genesys Cloud for Salesforce extension points

        Developers can customize click-to-dial, screen pop, and saving interaction logs in Genesys Cloud for Salesforce with extension points: Extension points in Genesys Cloud for Salesforce.

      • Logging level enhancements

        Administrators can now configure logging to return WARN or INFO logs: Diagnostic logs in Salesforce.

      July 15, 2020

      • Status timer

        A status timer now displays how long a user has been in a particular status: Status timer.

      July 8, 2020

      • Programmatic transfer of interactions

        The integration now exposes the ability to blind, consult, and conclude transfer interactions with the changestate and Interaction.updateState actions: Events in Salesforce.

      • Scheduling a callback on callback interactions enhancement

        Agents can now disconnect callback interactions after they schedule a follow-up callback. Previously, agents could not disconnect a callback interaction until they placed a call: Respond to a callback interaction.

      June 3, 2020

      • Interaction attributes for start, connected, and disconnected times

        Administrators can now use the interaction attributes Interaction.StartTime, Salesforce.ConnectedTime, and Salesforce.DisconnectedTime to indicate in Salesforce activity records when the first participant joined, or when an agent was connected to or disconnected from an interaction: Synchronize interaction attributes with Salesforce activity records.

      May 27, 2020

      • Campaign management permissions

        Updated documentation with access level and field-level security requirements for objects and fields: Campaign management permissions.

      May 13, 2020

      April 29, 2020

      March 25, 2020

      March 18, 2020

      • Events for custom attributes in Salesforce

        The integration now exposes the ability to add custom attributes in Salesforce Classic console and Lightning Experience: Events in Salesforce.

      March 11, 2020

      February 26, 2020

      • Disconnect on Tab Close setting

        Administrators can now configure the integration to disconnect interactions in the client when agents close tabs in Salesforce that are associated with the interactions: Configure call center settings.

      February 12, 2020

      January 29, 2020

      • Agent schedule view

        Agents can view their schedule in the client: View your schedule.

      • Internet Explorer 11 support removal

        Removed support for Internet Explorer 11.

      • Safari support removal

        Removed support for Safari.

      January 15, 2020

      January 8, 2020

      • callbackCallEnded interaction event notification

        Developers can subscribe to an interaction event to be notified when a call placed for a callback interaction ends: Events in Salesforce.

      December 18, 2019

      November 13, 2019

      October 30, 2019

      • WhatsApp interaction support

        The integration now routes inbound WhatsApp interactions: About messages.

      October 23, 2019

      October 16, 2019

      • OAuth client permissions for Campaign Management

        Updated documentation with Division permission for Campaign Management: OAuth client permissions.

      October 9, 2019

      • Search configuration for external contacts

        Administrators can now control whether the integration returns external contacts from their Genesys Cloud organization when agents search before transferring interactions or making calls: Configure search in Salesforce.

      • Personal voicemail inbox

        Users can quickly see if they received new personal voicemail and easily access their voicemail from the client: Access personal voicemail.

      • Access token expiration

        The client now alerts logged-in users 30 minutes before an access token (session) expires, unless the user logged in less than 30 minutes earlier: Log in to the client.

      September 18, 2019

      • Interaction attribute for internal calls

        Administrators can now use the interaction attribute Call.Internal to indicate in Salesforce activity records whether a call is internal: Synchronize interaction attributes with Salesforce activity records.

      • Auto assign email owner

        Administrators can now configure the integration to automatically assign the case owner of routed emails to the agent who picks up the interaction: Configure call center settings.

      • Integration with High Velocity Sales

        Administrators can now configure the integration to automate the progress of sales cadence steps when using the Salesforce High Velocity Sales app in Lightning Experience: Configure call center settings.

      July 31, 2019

      • Expand chat notification

        Administrators can now configure Genesys Cloud for Salesforce to amend the chat notification payload with message content: Configure call center settings

      • Salesforce Knowledge integration

        Developers can set up and train Salesforce Einstein to return knowledge base articles based on chat messages from end users: PureCloud for Salesforce Einstein Example (GitHub).

      June 19, 2019

      May 15, 2019

      April 24, 2019

      April 10, 2019

      • Events in Lightning Experience

        The integration now exposes custom client events in Lightning Experience: Events in Salesforce.

      March 13, 2019

      January 16, 2019

      • Agents without phones

        Agents can now log in without first selecting a phone: Log in to the client.

      • Outbound SMS message support

        Agents can now send SMS messages on behalf of queues. Administrators can configure the default country code used for these SMS messages: Send an SMS message and Configure country codes.

      • Consolidation of settings in the client menu

        The Click-to-Dial and On Behalf of Queue settings now consolidated under Queue. The WebRTC Settings name abbreviated to WebRTC: Settings in the client menu.

      December 19, 2018

      December 12, 2018

      • Chrome autoplay policy changes and audio playback

        Added documentation about Chrome’s autoplay policy changes that affect audio playback: Chrome autoplay policy changes.

      November 14, 2018

      • Notifications setting

        Agents can configure the client to show notifications outside the client when interactions alert: Configure notifications.

      • Phone configuration for campaign management

        The integration now allows administrators to configure multiple phone types for campaign management and to specify which phone types to use in campaign settings: Configure phone types and Configure phone type management.

      • Salesforce tab and client interaction sync

        Administrators can now configure the integration to sync primary tabs in Salesforce with interactions in the client. Available in Salesforce console apps in both Classic and Lightning Experience: Configure call center settings.

      October 31, 2018

      • Flag problematic calls

        Agents can now flag calls and ACD voice interactions that have voice quality issues, such as deteriorated audio, unexpected disconnections, incomplete connections, and failed transfers: Call controls.

      October 17, 2018

      • Salesforce Winter ’19 Apex class access

        Starting with Salesforce Winter ’19, administrators must grant users of new Salesforce organizations access to Apex classes: Administrator requirements.

      September 12, 2018

      Build 1.0.2525
      • Facebook, LINE, and Twitter interaction support

        The integration now routes inbound Facebook, LINE, and Twitter interactions: About messages.

      • Omni-Channel sync enhancements

        Added settings to sync statuses when agents are working on items in Salesforce Omni-Channel and Genesys Cloud for Salesforce: Configure Omni-Channel sync and How to use Omni-Channel sync.

      • Dedicated login window

        Administrators can now configure the integration to use a separate login window for login providers that do not work in embedded windows: Configure call center settings.

      • Out of Office scheduling

        Agents can now schedule Out of Office dates and times from the client: Change your status.

      • Timer for non-time-boxed after-call work

        Timer added to the Wrap-up window to show the amount of time spent on non-time-boxed after-call work: Wrap up an interaction.

      August 29, 2018

      Build 1.0.2503
      • Caller ID support for outbound calls

        Administrators can now configure the integration to send caller ID information on outbound calls through agent input or global configuration: Make a call and Configure caller ID.

      July 4, 2018

      Build 1.0.2458
      • Workspace transfer and Omni-Channel sync in Lightning Experience

        The integration now supports workspace transfer and Omni-Channel sync in Lightning apps with console navigation: Workspace transfers and Salesforce Omni-Channel.

      June 20, 2018

      Build 1.0.2451

      June 6, 2018

      Build 1.0.2424

        May 16, 2018

        Build 1.0.2401
        • Search configuration

          Administrators can now control whether the integration returns people from their Genesys Cloud organization, queues from their Genesys Cloud organization, or people from their Salesforce organization when agents search before transferring interactions or making calls: Configure search

        May 9, 2018

        Build 1.0.2384
        • Outbound email support

          Agents can now send emails on behalf of queues: Send an email.

        May 2, 2018

        Build 1.0.2377

        April 4, 2018

        Build 1.0.2349
        • Embedded interaction window

          Added support for using embedded interaction windows in Lightning Experience for scripts, chats, emails, and SMS messages: Add an embedded interaction window

        March 28, 2018

        Build 1.0.2339
        • ACD voicemail interaction support

          Added ability to route ACD voicemail interactions: About ACD voicemail.

        March 21, 2018

        Managed package 2.26
        • Campaign management 

          The integration allows administrators to create, manage, and view Genesys Cloud outbound dialing campaigns in Salesforce: About Campaign Management.

        March 14, 2018

        Build 1.0.2322
        • SMS interaction support

          Added ability to route inbound SMS interactions: About messages.

        • Lightning Experience

          Removed information about click-to-dial limitation because Lightning Experience Spring 18 supports click-to-dial on custom pages: Lightning Experience

        January 24, 2018

          December 5, 2017

          • Lightning Experience

            Added information about screen pop and Lightning Service Console limitations: Lightning Experience

          November 7, 2017

          Build 1.0.2273
          • Co-browse for calls and chats

            Agents can browse the customer’s view of a webpage and collaborate with the customer using annotations and page control during call and chat interactions: Use co-browse.

          • Screen share for calls and chats

            Agents can view the customer’s desktop or application during call and chat interactions: Use screen share.

          September 26, 2017

          Build 1.0.2262

          August 29, 2017

          Build 1.0.2224
          • Time-boxed after-call work

            Timer added to Wrap-up window for time-boxed after-call work on voice interactions: Wrap up an interaction.

          • Wrap-up window change for callbacks

            Changed when the Wrap-up window automatically opens for wrap-up code selection to match Genesys Cloud behavior: Respond to callback interactions.

          • Interaction log saving error

            Updated error message about interaction logs not saving due to a Salesforce error: Failed to save interaction log.

          • On Queue placement in status list

            On Queue status moved to the top of the status list: Client interface.

          • Script support for all queue calls

            Scripts are now available on all call interactions to or from a queue (inbound calls, callbacks, outbound dialing): Scripts.

          August 23, 2017

          Managed package 2.22
          • New company logo

            Company logo updated throughout the integration.

          August 2, 2017

          Managed package 2.21
          • Routing of Salesforce emails

            Added ability to route Salesforce emails that are received through the Email-to-Case functionality by using Process Builder or by accessing our SDK: About Routing of Salesforce Emails.

          July 18, 2017

          Build 1.0.2218

          July 10, 2017

          Build 1.0.2215
          • Bug fixes

          June 12, 2017

          Build 1.0.2204
          • Bug fixes

          June 7, 2017

          Build 1.0.2192
          • Queue statistics

            Updated interface shows all media types for Waiting statistic when making or transferring a call: Make a call.

          • Lightning Experience fix

            Implemented fix for interaction log limitation in Lightning Experience and removed limitation from documentation: Lightning Experience

          • Bug fixes

          May 2, 2017

          Build 1.0.2171
          • Training videos

            Added Quick Start video and videos about screen pop and interaction logging: Training videos.

          • Bug fixes

          April 26, 2017

          • Managed package

            Updated the instructions about which users to install the managed package for and situations that require special access: Install or upgrade the managed package

            Tip: Genesys recommends that you review the updated instructions.

          April 5, 2017

          Build 1.0.2154
          • Email interaction support

            Added ability to route email interactions: Respond to email interactions.

          • Lightning Experience

            Updated steps and link to Salesforce documentation under Lightning apps setup: Lightning Experience.

          • Phone logged out warning

            Added section about warning message that appears when logging out of Genesys Cloud in the middle of an interaction in the client: Troubleshoot.

          • Bug fixes
          Note: You must be on the latest version of the Genesys Cloud for Salesforce managed package to take advantage of at least one of these features. See Install or upgrade the managed package for details.

          March 1, 2017

          Build 1.0.2143

          February 1, 2017

          Build 1.0.2139

          January 23, 2017

          Build 1.0.2124
          • Call forwarding 

            Added ability to set call forwarding and see when call forwarding is enabled: Call forwarding.

          • Safari support

            Added Safari to the list of supported browsers: Administrator requirements.

          • On Behalf of Queue settings

            Added setting to configure queue selection to persist for multiple calls on behalf of queues: Make a call.

          • Microphones for WebRTC phones in Firefox

            Added information about microphone sharing requirement for Firefox users: Log in to the client.

          December 20, 2016

          Build 1.0.2106
          • Wrap-up window behavior

            Window automatically opens after an interaction ends: Wrap up an interaction.

          • Make a call On Behalf of Queue text box

            If agent is not a member of a queue, On Behalf of Queue text box does not appear in client: Make a call.

          • Screen pop by ANI for callbacks

            Callback interactions screen pop based on ANI by default: Screen pop.

          • Optional wrap-up work check box

            Removed check box from the Wrap-up window: Wrap up an interaction.

          • Lightning Experience setup

            Added information about Lightning apps setup: Lightning Experience.

          • Troubleshoot screen pops

            Added information about not receiving screen pops: Troubleshoot.

          • Placement of Pop WebRTC Phone window selection

            Moved selection to bottom of WebRTC Settings window: Change your WebRTC phone settings.

          • Secure pause call control for recordings

            Added secure pause call control to pause recordings: Call controls.

          November 2, 2016

          Build 1.0.2052
          • Support for Genesys Cloud for Salesforce for Lightning Experience.
          Note: You must be on the latest version of the Genesys Cloud for Salesforce managed package to take advantage of this feature. See Install or upgrade the managed package for details.

          October 24, 2016

          Build 1.0.2052
          • Auto associates workspace transfer.
          • Bug fixes.

          September 28, 2016

          Build 1.0.2026
          • Auto answer support for WebRTC phones.

          September 26, 2016

          Build 1.0.2022
          • WebRTC window configurable as separate window or embedded in the client.
          • Bug fixes.

          September 19, 2016

          • WebRTC phone implementation with troubleshooting support.

          September 9, 2016

          Build 1.0.2006
          • Bug fixes.

          September  6, 2016

          Build 1.0.1997
          • Queue statistics updated with EWT (estimated wait time). 
          • Bug fixes.

          August 25, 2016

          Build 1.0.1987
          • Japanese language support.
          • Bug fixes.

          August 5, 2016

          Build 1.0.1969
          • Outbound dialing functionality.
          • Script support for outbound dialing.
          • Language support for Brazilian Portuguese.
          • Bug fixes.

          Note: You must be on the latest version of the Genesys Cloud for Salesforce managed package to take advantage of these features. See Install/Upgrade the managed package for details.

          July 26, 2016

          Build 1.0.1955
          • Callback support.
          • Supports Salesforce console events for secondary statuses.
          • Bug fixes.

          July 7, 2016

          Build 1.0.1937
          • Bug fixes.

          June 17, 2016

          Build 1.0.1919
          • Supports Salesforce console events for logout.
          • Automatically selects default station on login.
          • Bug fixes.

          May 19, 2016

          Build 1.0.1844.1
          • Additional status support (pending platform availability of new statuses).
          • Queue activation support.
          • Dialpad call control for DTMF support.
          • Single sign-on identity provider functionality.
          • Bug fixes.

          April 15, 2016

          Build 1.0.1765
          • Bug fixes.

          March 31, 2016

          Build 1.0.1723
          • Updated permission requirements in Genesys Cloud on Administrator requirements page.
          • Filters search results by People or Queue.
          • Advanced activity management attributes Salesforce.ParticipantId and Salesforce.WrapUpCode added.
          • Supports Salesforce console events for status changes and call activities.
          • Instructions for creating links in Salesforce to recordings in Genesys Cloud.  
          • Bug fixes.

          Note: You must be on the latest version of the Genesys Cloud for Salesforce managed package to take advantage of these features. See Install/Upgrade the managed package for details.

          March 17, 2016

          Build 1.0.1682
          • Performs consult transfer.
          • Drag and drop interactions to create conference calls.
          • Shows the length of time a call is connected in display of interaction details.
          • Client rings when alerting.
          • Bug fixes.

          March 3, 2016

          Build 1.0.1648
          • Transfers workspace when performing transfer.
          • Additional advanced activity attribute (call duration and after-call time) mapping to map interaction attributes to Salesforce attributes.
          • Enhanced screen pop from ANI functionality by customizing country codes to remove before the integration searches Salesforce for the ANI.
          • Bug fixes.

          February 18, 2016

          Build 1.0.1622
          • Supports person accounts.
          • Supports multiple regions.
          • Make call on behalf of queue.
          • Auto associates who and what on custom click-to-dial.
          • Type ahead search for users and queues when placing or transferring calls.
          • Stats on queues before placing or transferring call to queue.
          • Advanced activity attribute mapping to map interaction attributes to Salesforce attributes.
          • Customize display of interaction details.
          • Bug fixes.

          Note: You must be on the latest version of the Genesys Cloud for Salesforce managed package to take advantage of these features. See Install/Upgrade the managed package for details.

          February 4, 2016

          Build 1.0.1568
          • Call center settings moved from the call center definition to a separate configuration page. See one-time upgrade instructions to use this new configuration.
          • Bug fixes.

          Note: You must be on the latest version of the Genesys Cloud for Salesforce managed package to take advantage of these features. See Install/Upgrade the managed package for details.

          January 7, 2016

          Build 1.0.1507
          • License check for the integration enabled in Genesys Cloud.
          • Option to enable or disable interaction logs.

          December 8, 2015

          Build 1.0.1399
          • Supports OAuth 2.0, the authentication protocol used in Genesys Cloud.
          • Double-click a disconnected interaction to redial.

          November 19, 2015

          Build 1.0.1390
          • Support agents on queue, including graceful return to queue or exit from queue when not responding.
          • After-call work of wrap-up categories and notes.

          November 13, 2015

          Build 1.0.1320
          • Record a call.
          • Auto-associate Salesforce record to interaction log for click-to-dial.

          August 14, 2015

          Build 1.0.1101
          • Screen pop for the custom interaction attributes SF_UrlPop and SF_SearchValue.
          • Initial release of Genesys Cloud for Salesforce. Includes support for basic call controls, agent statuses, call logs, screen pop, and click-to-dial.