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  • 1.  Inactive messaging handling with CX Cloud + Salesforce External Routing

    Posted 21 days ago
    Hi everyone,
    Has anyone ever needed or used inactive messaging handling with CX Cloud from Genesys and Salesforce using Salesforce External Routing for Salesforce Messaging / WhatsApp?If yes, did it work as expected?If not, is there any known technical or business limitation?
    I couldn't find any official documentation clearly confirming or denying whether this works in this scenario.
    Since, in this architecture, CX Cloud seems to act more as a routing/integration layer rather than the owner of the conversation lifecycle, I'm trying to understand the possible impacts on the Salesforce side, especially around MessagingSession, AgentWork, and Omni-Channel capacity.

    Any experience, clarification, or documentation reference would be appreciated.

    #API/Integrations
    #Omni-ChannelDesktop/UserInterface

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    Att,
    Breno Canyggia Ferreira Marreco
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  • 2.  RE: Inactive messaging handling with CX Cloud + Salesforce External Routing

    Posted 21 days ago

    Hi Breno,

    Interesting question, hopefully someone in the community can provide some insights into the Salesforce side impacts.



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    Sam Jillard
    Online Community Manager/Moderator
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  • 3.  RE: Inactive messaging handling with CX Cloud + Salesforce External Routing

    Posted 11 hours ago

    Hello Breno,  

    Did you ever work this one out?



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    Sam Jillard
    Online Community Manager/Moderator
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