Synchronize interaction attributes with Salesforce activity records


Note: This article applies to Genesys Cloud for Salesforce.

The Genesys Cloud for Salesforce integration gives you the option to synchronize interaction attributes with Salesforce activity records on inbound and outbound interactions. Synchronizing interaction attributes allows you to store any interaction attributes on Salesforce activity records. If interaction attributes change, even after disconnection, the data remains in sync between the interaction and the Salesforce activity record.

Lightning Experience does not allow Genesys Cloud for Salesforce to save interaction attributes to fields that the Salesforce user does not have access to. For example, you configure Genesys Cloud for Salesforce to save the queue name to a custom field but do not make the custom field visible to agents. As a result, Salesforce does not save the queue name to the custom field in reports.

To configure the synchronization of attributes with Salesforce activity records, follow these steps:

  1. For each interaction attribute that you would like to map, create a custom field in Salesforce on the Activity object. See Create Custom Fields in the Salesforce documentation.
  2. Map the custom field to the interaction attribute. See Map interaction attributes to Salesforce activity fields.

The integration can map any interaction attribute that you set before the interaction leaves the agent’s queue for Salesforce. The integration maps certain Task fields by default.

Interaction attributes

You can use the following attributes.

Interaction attribute Interaction type Data type Description
Call.Ani Call, callback String Phone number of the caller.
Call.CalledNumber Call, callback String Phone number dialed (DNIS or SIP addresses for queues).
Call.ConversationId All* String Interaction ID.
Call.QueueName All* String Name of the queue that the interaction routes to or from.
Call.RemoteName All* String

Remote name for the active interaction.

Note: For SMS messages, this attribute returns the display address for the active interaction.

Call.State All* String State of the interaction (for example, ALERTING, CONNECTED, DISCONNECTED, HELD).
Chat.Transcript Chat String

Transcript object ID of a chat interaction. Genesys recommends using a lookup relationship custom field. See Create Object Relationships in the Salesforce documentation.

Warning: Transcripts greater than 131,072 characters fail to save.

Email.Subject Email String

Subject line in the email.

Interaction.StartTime All* String

Time when the first participant joined the conversation.

Date time is represented as an ISO-8601 string, for example: yyyy-MM-ddTHH:mm:ss.SSSZ.

Interaction.TotalAcdTime All* Number

Total time in seconds that an interaction spends being routed to an agent. Does not include IVR time.

Example scenario: An interaction spends 30 seconds in an initial queue before a tier-one agent picks up the interaction. The agent transfers the interaction to a tier-two agent. The interaction spends 60 seconds in a queue before a tier-two agent picks up the interaction. TotalAcdTime: 90 seconds.

Interaction.TotalIvrTime All* Number

Total time in seconds that an interaction spends in an IVR before being connected to an agent. Includes secure IVR time. Does not include ACD time. 

Example scenario: An interaction spends 30 seconds in an initial IVR flow before a tier-one agent picks up the interaction. The agent transfers the interaction to a tier-two agent. The interaction spends 60 seconds in an IVR flow before a tier-two agent picks up the interaction. TotalIvrTime: 90 seconds.

Interaction.Url All* String Genesys Cloud URL to information about the interaction.
Message.Type Message String Type of message interaction. Values: facebook, line, sms, twitter, or whatsapp.
Message.Username Message String User name associated with Twitter messages. Nothing returned for Facebook, LINE, SMS, or WhatsApp messages.
Message.Userid Message String User ID associated with Facebook, LINE, and Twitter messages. Phone number associated with WhatsApp messages. Nothing returned for SMS messages.
OutboundDialing.ContactId Outbound dialing String Genesys Cloud ID for a contact in a contact list associated with an outbound dialing campaign.
OutboundDialing.ContactListId Outbound dialing String Genesys Cloud ID for a contact list associated with an outbound dialing campaign.
OutboundDialing.CampaignId Outbound dialing String Genesys Cloud ID for an outbound dialing campaign.
Participant.{ColumnName} Outbound dialing String Column name in campaign management contact list. See Contact list view.
Participant.{CustomFieldName} Call, callback, email, message, ACD voicemail String Custom field name that is assigned by using Set Participant Data in an Architect flow. See Set Participant Data action.
Chat String Custom field name that is used in the chat widget.
Salesforce.AfterCallTime All* Number Total time in seconds spent on wrap-up work, from the disconnection of the interaction to the completion of wrap-up work.
Salesforce.CallDuration All* Number Total duration in seconds that an agent spends on an interaction, including wrap-up work.
Salesforce.ConnectedTime All* String

Time when an agent was connected to an interaction.

Salesforce.DisconnectedTime All* String

Time when an agent was disconnected from an interaction.

Salesforce.DisplayAddress Call, callback, outbound dialing, chat, email, SMS message String Remote address of the active interaction (phone number for call, callback, outbound dialing, message, and ACD voicemail interactions; email address for chat and email interactions).
Salesforce.InteractionLogNotes All* String

Interaction log notes that agents add to the interaction. 

Note: The Interaction Log Notes attribute only appears if agents add interaction logs to the interaction in the client. 

Salesforce.ParticipantId All* String Unique ID for each agent associated with a particular interaction. For example, an interaction that is transferred from one agent to another agent produces two participant IDs. One ID is for the original agent. A second ID is for the agent that received the transfer.
Salesforce.WrapUpCode All* String Wrap-up code for an interaction made from or to a queue.

* All refers to call, callback, outbound dialing, chat, email, message, and ACD voicemail interaction types.

Default fields in Salesforce

This table includes a list of data automatically captured for every interaction that an agent handles.

Field label Description
Call Duration Total duration of the interaction in seconds, from the time of connection to disconnection or transfer.
Call Object Identifier Interaction ID key assigned to the interaction.
Call Result Wrap-up code assigned after the interaction disconnects. See Wrap up an interaction.
Call Type Indicates the interaction direction (Inbound or Outbound).
Comments Empty field for any notes taken during the interaction. 
Name

Displays the name from the Salesforce record that pops when the interaction connects or the name from which a click-to-dial call was made, such as a contact or lead. If multiple records match, this field is a list in the client; the agent must select a record from the list.

If the agent navigates to a different contact, lead, or person account record while the interaction is live, that record is dynamically added to the list.

Related To

Displays an associated record from the Salesforce record that pops when the interaction connects or the name from which a click-to-dial call was made, such as an account or opportunity.

If the agent navigates to a different account, opportunity, campaign, case, or custom object record while the interaction is live, that record is dynamically added to the list; the agent must select a record from the list.

Note: To ensure that interaction logs can be saved for custom objects, select Allow Activities when creating the custom object in Salesforce.

Subject

Displays the interaction type plus a date and time stamp. The date/time is formatted based on the browser’s locale settings.

Example: Call 8/10/2015, 8:55:17 AM

Type

Indicates the interaction type. Values: Call, Chat, Email, Voicemail, and Message.

Tip: If the Type field is visible to agents, Genesys recommends adding these values to the Type picklist in Salesforce.

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