Hello everyone,
We have recently completed the integration between Genesys & Salesforce using CX Cloud from Genesys and Salesforce add-on. However, the integration is currently not functioning as expected.
When agents log in, an error appears after approximately 10–15 seconds:
Error: Cannot communicate with Genesys Cloud CX Utility. Contact your Salesforce Administrator.
Troubleshooting Performed:
Verified that agents are part of the correct group and have all necessary permissions.
Checked browser console logs, which show the following error:
{"message":"Invalid login credentials.","code":"bad.credentials","status":401}
Confirmed that agent credentials are correct by logging in manually, but the error still appears shortly afterward.
Additional Context
We attempted to set up the integration from the Salesforce side, but encountered the following error while writing the group name:
Error: No Group Found in Genesys Cloud Group Filtering
Due to this, we proceeded to configure the integration manually from the Genesys side by providing org id, contact center name, group and private key.
Is there anyone encountered the same issue ?
#API/Integrations------------------------------
Paras Manchanda
------------------------------