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Inactive messaging handling with CX Cloud + Salesforce External Routing

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

    Posted 8 hours 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 6 hours 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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