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

    Posted 06-15-2026 09:41
    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 06-15-2026 11:29

    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 24 days ago

    Hello Breno,  

    Did you ever work this one out?



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

    Posted 23 days ago

    Hi samuel, no. NO answer.



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    Att,
    Breno Canyggia Ferreira Marreco
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    Original Message


  • 5.  RE: Inactive messaging handling with CX Cloud + Salesforce External Routing

    Posted 21 days ago

    That's a shame, 

    I haven't found any documentation that explicitly confirms or rules this out.

    Based on the Salesforce BYOC/External Routing documentation, inactive messaging appears to be supported in principle, provided the partner integration correctly handles the pause/inactive lifecycle and AgentWork updates. This may need to be tested to verify though



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    Sam Jillard
    Online Community Manager/Moderator
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    Original Message


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