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  • 1.  Genesys integration with Salesforce LWC page

    Posted 06-29-2023 23:48
    No replies, thread closed.

    Hi, We have Genesys Cloud integrated with Salesforce, where the agents are accepting the interactions in Salesforce. We have a requirement to have a new landing page created in Salesforce, where the agent can see authentication, Contact information, billing Accounts, associated open and closed cases, contacts, Actions, etc. with the Agent screen pop.


    Would like to know if Genesys Cloud could support development of Salesforce Landing Page using LWC?
    Does Genesys Cloud only support development of Salesforce Landing Page using Visualforce. Are their any limitations for both?

    Found a few articles where someone was successful as workaround but unsure on the impact -
    https://developer.genesys.cloud/forum/t/relate-to-workorder-within-salesforce-embeddable-framework/12080
    The below link speaks about some limitations:
    https://developer.genesys.cloud/forum/t/embedded-framework-salesforce-genesys-cloud-lightning-web-security-lws/14602 

    Still it is not clear whether Genesys recommends using Visualforce - Salesforce pages only?


    #ArchitectureandDesign
    #Implementation
    #Integrations
    #Unsure/Other

    ------------------------------
    MAnu KAndwal
    Accenture Solutions Private Limited
    ------------------------------


  • 2.  RE: Genesys integration with Salesforce LWC page

    Posted 07-03-2023 23:02
    No replies, thread closed.

    There are two implementations of the Salesforce CTI client - one that is for legacy using visual force pages (ASPs) and another for Lightning.  I trust you are not using Classic, so best if you set the CTI to call a Flow instead of an ASP and use that to display a Flow form with that information pulled from the custom attributes in Genesys.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Genesys integration with Salesforce LWC page

    Posted 07-24-2023 00:10
    No replies, thread closed.

    Hi Robert,

    Indeed, thanks for the response. We indeed are using the lightning and for now we are proceeding with launching a flow rather than the standard 'customer record' page within salesforce when an agent answers the call.

    It answers our initial question and seems that Genesys pop supports Salesforce LWC pages but with certain limitations.



    ------------------------------
    MAnu KAndwal
    Accenture Solutions Private Limited
    ------------------------------

    Original Message


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