FAQs: Integrations

Can data actions use XML rather than JSON?

No. Data actions for the data actions integrations cannot transmit or accept… [More]

Can Genesys Cloud for Chrome be used with other browsers?

Genesys Cloud for Chrome is not officially supported for use with other… [More]

Can I add a non-E.164 number to an internal contact?

Yes. Under certain circumstances, such as working with SCIM clients, you may… [More]

Can I import users from Genesys Cloud into Okta?

Unfortunately, no, you cannot import users from Genesys Cloud into Okta. Okta… [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]

Can I use data actions with an on-premises solution?

Absolutely! You can use the AWS Lambda data actions integration and associated… [More]

Can I use Genesys Cloud data actions to perform actions on conversations?

No. You cannot use Genesys Cloud data actions to perform actions on… [More]

Can I use SAML to create a single sign-on integration to Genesys Cloud for my identity provider?

Yes. The generic identity provider configuration enables Genesys Cloud customers to integrate… [More]

Can I use something besides first name plus last name for full name?

Yes, you can! The Genesys Cloud application in Okta uses first name… [More]

Can we call a web service running on a port other than 443?

No. For PCI compliance, the service that executes web services data actions… [More]

Do data actions support mutual authentication of certificates?

Only the web services data actions support mutual authentication. For more information,… [More]

Do data actions work with services using self-signed certificates?

No. Self-signed certificates are not recognized as trustworthy.

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]

Does Genesys Cloud SCIM sync information from Genesys Cloud to identity management systems?

No. Genesys Cloud currently only supports unidirectional syncing from identity management systems… [More]

How can I select the Google Cloud Dialogflow text-to-speech voice?

To apply your preferred text-to-speech voice, in the Google Cloud Dialogflow console… [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]

How do I configure barge-in for my Google Cloud Dialogflow bot?

You can enable barge-in functionality for the Call Dialogflow Bot action in… [More]

How does Genesys Cloud handle credentials?

Genesys Cloud understands that your credentials and secrets are sensitive information, and… [More]

How many seconds before a data action times out?

Data actions in test mode, in Scripter, and through the API time… [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]

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]

What happens if I unassign a user from the Genesys Cloud application in Okta?

When you unassign a user from the Genesys Cloud application in Okta,… [More]

What happens when I delete a user in Genesys Cloud and later reenable the user in Okta?

When you delete a user in Genesys Cloud and later reenable the… [More]

What public IP addresses does Genesys Cloud use?

Genesys Cloud uses public IP addresses provided by Amazon. These public IP… [More]

Where can a developer find information about outbound dialing?

Genesys Cloud developer tools are documented in the Genesys Cloud Developer Center…. [More]

Which root certificates are trusted for web services data actions?

The list of root certificates that the web services data actions trust… [More]

Which Salesforce API does Genesys Cloud for Salesforce use?

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

Why are Genesys Cloud user records unexpectedly changed after an update to Azure Active Directory?

Occasionally when Microsoft updates Azure Active Directory, Microsoft also updates the Genesys… [More]

Why aren’t fields appearing on my Salesforce pages?

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

Why aren’t notifications appearing?

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

Why can’t I find the chat group to receive webhook notifications?

You must be a member of owners-only or members-only Genesys Cloud groups… [More]

Why do I see a Google Cloud Dialogflow validation warning?

Do you see the following validation warning: “There are no Architect supported… [More]

Why do some webhook notifications not show up in my target chat rooms?

There is a rate limit of 10 webhook notifications per second. If… [More]

Why isn’t the client appearing in Lightning?

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