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

Note: This article applies to Genesys Cloud for Salesforce.

No. Currently, the subject line is not customizable. Agents can manually override subjects, but changing subjects is not good practice. Most call centers train their agents not to change subjects on interactions.

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

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About Genesys

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.

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