Hi everyone,
We are evaluating a scenario where an internal application starts the customer journey. When the customer needs to talk to a human agent, the application initiates a Genesys Open Messaging session.
From that point on, Genesys Cloud remains responsible for the interaction, including Architect flow, ACD routing, queues, skills, and agent assignment.
Today, with CX Cloud for Salesforce, the Genesys interaction is displayed inside Salesforce, but it does not to create an active Salesforce Messaging Session.
The goal is to enable Salesforce Agentforce Service Assistant / Einstein Copilot to assist the agent during the live digital conversation.
While reviewing the available options, we found CX Cloud BYOC CCaaS for Salesforce Service Cloud. Our understanding is that this could allow Genesys Cloud messaging to be represented in Salesforce Service Cloud / Enhanced Chat, while still keeping Genesys responsible for routing and orchestration.
Has anyone implemented or evaluated a similar scenario?
Any experience, recommendation, or architecture guidance would be appreciated.
Thanks!
#API/Integrations#DigitalChannels#Implementation#Omni-ChannelDesktop/UserInterface#Other------------------------------
Att,
Breno Canyggia Ferreira Marreco
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