Release notes for PureCloud for Salesforce


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

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

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 PureCloud 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 app in Lightning Experience: Configure call center settings.

July 31, 2019

  • Expand chat notification

    Administrators can now configure PureCloud 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.

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 PureCloud 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 PureCloud organization, queues from their PureCloud 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 PureCloud 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 PureCloud 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

      • 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 PureCloud in the middle of an interaction in the client: Troubleshoot.

      • Bug fixes
      Note: You must be on the latest version of the PureCloud 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 PureCloud for Salesforce for Lightning Experience.
      Note: You must be on the latest version of the PureCloud 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 PureCloud 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 PureCloud 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 PureCloud.  
      • Bug fixes.

      Note: You must be on the latest version of the PureCloud 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 PureCloud 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 PureCloud 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 PureCloud.
      • Option to enable or disable interaction logs.

      December 8, 2015

      Build 1.0.1399
      • Supports OAuth 2.0, the authentication protocol used in PureCloud.
      • 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 PureCloud for Salesforce. Includes support for basic call controls, agent statuses, call logs, screen pop, and click-to-dial.