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  • 1.  External Routing Package of Genesys CX cloud

    Posted 6 hours ago

    Hi Team,

    We are currently implementing the External Routing package for Genesys CX Cloud for Salesforce and are encountering an error indicating that Messaging Session objects/fields are not found.

    From our understanding, these components require the Salesforce Digital Engagement license. However, we are not intending to use Messaging Session or SMS capabilities within Salesforce.

    Could you please confirm whether the Digital Engagement license is still required in this scenario? Has anyone else experienced a similar issue?

    Thanks, Syed 

     


    #DigitalChannels

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    Syed Ahmed
    Senior Manager CRM Solution (Salesforce)
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  • 2.  RE: External Routing Package of Genesys CX cloud

    Posted 5 hours ago

    Hi Syed,

    We ran into a similar situation during a CX Cloud implementation.

    From my understanding, the requirement depends on which CX Cloud components and Salesforce objects are being deployed as part of the package, not necessarily on whether you plan to actively use SMS or Messaging channels.

    If the External Routing package references Salesforce Messaging objects (such as Messaging Session and related components), Salesforce may validate the existence of those objects during installation or configuration. In that case, the error can occur even if your final solution does not intend to use Digital Engagement capabilities.

    One thing I would verify is whether the missing objects are being referenced by:

    • Permission Sets
    • Flows
    • Apex classes
    • Page layouts
    • Routing configurations
    • Managed package metadata

    rather than by the actual business use case.

    According to the CX Cloud documentation, External Routing relies heavily on Salesforce Omni-Channel and Salesforce routing objects, but the documentation does not explicitly state that Digital Engagement is mandatory for every External Routing deployment.

    My recommendation would be:

    1. Confirm exactly which component is generating the "Messaging Session not found" error.
    2. Check whether the package version being installed includes messaging-related metadata.
    3. Validate with Salesforce whether the missing objects are only available when Digital Engagement is enabled in the org.
    4. If possible, test in an org where Digital Engagement is enabled to determine whether the issue is licensing-related or a deployment/configuration dependency.

    I would be interested to hear the outcome, as this is an important distinction for customers implementing External Routing without Salesforce Messaging.



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    Gabriel Garcia
    NA
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