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We are currently using the Genesys Universal CRM Connector integrated with Salesforce. In our setup, when agents create a New Interaction, we would like to add additional input fields to capture more context. Specifically, we have a requirement to link Genesys calls with Salesforce Cases.

The idea is that when a call is initiated, certain information should be passed from Genesys into Salesforce, and then forwarded to our external systems. To achieve this, we need extra input boxes in the "New Interaction" layout where agents can enter case‑related details.

So far, we don't see a straightforward way to extend the default layout with custom fields.

Questions:

• Is it possible to customize the "New Interaction" layout to add additional input fields?
• If not, what alternative approaches exist to achieve this linkage between Genesys calls and Salesforce Cases? For example, can we leverage Salesforce custom fields, Lightning components, or workflow mappings to capture and pass this data?

Any guidance, best practices, or examples from others who have implemented similar requirements would be greatly appreciated.

Also if there's a possibility to achieve the same in Genesys cloud while initiating a call.

Thanks in advance!

FYI: We have seen the option for related case, but that is not applicable in our use case because we need that information before calls get connected to the customer

Synchronize interaction attributes with Salesforce activity records View summary - Genesys Cloud Re…

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Sharan Mohandas
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Hi Sharan

Firstly, no, you cannot modify the look of this new interaction UI.

The details provided in the outbound call, the Who, will determine the screen pop behaviour of your system. From there you can maintain further details on a salesforce record.

Data actions may help you do this programmatically. https://help.genesys.cloud/articles/about-triggers/ 

• Listening to interaction lifecycle events in Genesys

• Firing webhooks or data actions

• Sending interaction metadata to Salesforce

• Salesforce then creates/updates objects

• Optionally pushing data back into Genesys

Create a new UI in salesforce to maintain additional information before the call is initiated.