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

Note: This article applies to Genesys Cloud for Salesforce.

This behavior varies depending on if you are in Sales Cloud or Service Cloud in Salesforce Classic or Sales Console or Service Console in Salesforce Lightning. 

In Sales Cloud, clicking View in Salesforce on the Interaction Log window causes the webpage to reload. The integration transfers data in the Interaction Log window to the Salesforce page.

In Service Cloud, Sales Console, or Service Console, if the Task tab is already open, the integration does not reload the tab when you click View in Salesforce

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