FAQs: Integrations

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 run Genesys Cloud for Salesforce in multiple browser tabs?

Yes, you can run Genesys Cloud for Salesforce in multiple browser tabs, [More]

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

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

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

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

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

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

Why do I see a Google Dialogflow validation warning?

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

Can data actions use XML rather than JSON?

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

When we click View in Salesforce on the Interaction Log window, why does the page sometimes refresh and sometimes not refresh?

This behavior varies depending on if you are in Sales or Service [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]

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]

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 a trusted proxy certificate for content inspection with the Bridge Server?

No. Because the security provided by the Bridge Server depends on mutual [More]

What public IP addresses does Genesys Cloud use?

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

Why is my Bridge Server disconnecting every 10 minutes?

The Bridge Server uses long-lived secure WebSocket connections for bi-directional communication with Genesys [More]

Where can a developer find information about outbound dialing?

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

Which Salesforce API does Genesys Cloud for Salesforce use?

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