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  • 1.  CX Cloud from Genesys and Salesforce - Call Summary

    Posted 11 days ago

    CX Cloud from Genesys and Salesforce -- Genesys SUMMARY to Salesforce via OAuth – store full data or just create Task/Case

    We are currently building an integration between Genesys Cloud CX and Salesforce Service Cloud using OAuth.

    The SUMMARY shown in Salesforce during ACW is working, but it appears to differ from the full SUMMARY generated in Genesys. We'd like to clarify the recommended approach:

    • Do we need to transfer and store the full Genesys SUMMARY (including statuses/keywords) in Salesforce (for example, in a standard object field or a custom object)?

    • Or is it sufficient to use that information only to determine whether to create a Case or Task and populate the relevant fields-without storing all statuses?

    Additionally, is there a standard integration (or a Genesys API approach) to retrieve the full SUMMARY-including statuses, keywords, and the transcript-or would this require a custom connector/implementation?


    #ConversationalAI(Bots,VirtualAgent,etc.)
    #Implementation

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    Yvgeni Liberman
    Solutions Architect

    Mobile +972 52-6344414
    Voice +972 3-9281514
    e-mail yvgeni_new@itnavpro.com
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  • 2.  RE: CX Cloud from Genesys and Salesforce - Call Summary

    Posted 10 days ago

    Hello Yvgeni,

    I have moved your question to the Genesys Cloud - Developer Community. Hopefully one of the experts there will be able to assist you with this.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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