Is the subject line for interactions in Genesys Cloud for Salesforce and Genesys Cloud for Zendesk always automatically populated? - Genesys Cloud Resource Center

Note: This article applies to Genesys Cloud for Salesforce and Genesys Cloud for Zendesk.

Usually. The integrations create subject lines for interactions when the interactions connect. However, if an outbound call disconnects before the external party picks up, the activity record (in Salesforce) would not contain a subject.

For more information about the integrations, see About Genesys Cloud for Salesforce and About Genesys Cloud for Zendesk.

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.