Genesys Cloud - Main

We recently began using the Genesys web survey invites instead of a third party survey company. Although i love that the survey data auto attaches, once complete, to the conversation interaction in Genesys, we have a need to also have that data in Salesforce. Does anyone know of a way to automate having the completed survey information move into Salesforce? I didnt see any triggers that allow it, and I know that there are a bunch of surveys that get sent that are not completed by a customer and Genesys cant constantly be 'listening' for changes in conversation data. Want to avoid having to build middleware if I can. Thanks!

Hello Dawn, 

This is a current limitation in Genesys current state. There is currently no native, automated way to push completed Genesys web survey data directly to Salesforce without building some middleware. While avoiding middleware may not be completely possible, here is one idea. 

1. Interaction Attributes Method , Since the Genesys Cloud for Salesforce integration already synchronizes interaction attributes to Salesforce activity records, you could potentially:

• Create custom fields on the Salesforce Activity object for survey data
• Use interaction attributes to capture survey information as it flows through
• The interaction attributes sync automatically to Salesforce activity records, even after disconnection
• Limitation: This approach may only work if you can capture survey data as interaction attributes during the flow, which may not include the full survey response data.

Hope this helps!

Ah ok, thats an idea, thank you!