FAQs: Genesys Cloud for Salesforce

Why aren’t notifications appearing?

You selected Show system notification for alerting interactions in the client, but… [More]

Can I run Genesys Cloud Embeddable Framework or Genesys Cloud for Salesforce in multiple browser tabs?

Yes, you can run Genesys Cloud Embeddable Framework or Genesys Cloud for… [More]

Name change implications for the embedded clients

In 2020, Genesys changed the name of PureCloud to Genesys Cloud. Because… [More]

Special considerations about running multiple Genesys Cloud and Salesforce organizations

To run Genesys Cloud for Salesforce, you must have a Genesys Cloud… [More]

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

Usually. The integrations create subject lines for interactions when the interactions connect…. [More]

Is the subject line for interactions in Genesys Cloud for Salesforce customizable?

No. Currently, the subject line is not customizable. Agents can manually override… [More]

Do the Genesys Cloud embedded clients allow users to use click-to-dial on behalf of a queue?

Absolutely! With Genesys Cloud for Salesforce, Genesys Cloud for Chrome, and Genesys… [More]

How do I add a custom field to my Salesforce pages?

Before you can add a custom field to your Salesforce pages, you… [More]

Why aren’t fields appearing on my Salesforce pages?

Genesys Cloud for Salesforce gathers data that you can add as default… [More]

Why isn’t the client appearing in Lightning?

For the client to appear in Salesforce Lightning, change a few settings… [More]

Which Salesforce API does Genesys Cloud for Salesforce use?

Genesys Cloud for Salesforce is based on the Salesforce Open CTI APIs, which… [More]