I'm not entirely sure I'm understanding what you're asking here, as there's a couple of different ways it could be read. I'll try to address each of the different options as I see them, but please let me know if I've missed what you're asking for.
First, it's worth touching on what that configuration option you mentioned does. When that setting is enabled, cases/emails/etc. that are routed using the email routing portion of the managed package will be automatically assigned to the Salesforce user who receives that object when routed by Genesys Cloud. Objects that do dot go through that routing process are not covered by that configuration option, and as such will not be automatically assigned.
Now on to the first way I read your question. If we have a reply to an existing case, and we want to run that back through Genesys Cloud for routing and have it delivered to the case owner (or if there is a case ownership assignment to a new case based on automation within salesforce, and we want to route that case to the designated owner), one of the additional attributes that gets set when you're creating the routing request object should indicate the case owner. This will then be used as a variable within the Architect flow to designate a routing preference (last I looked, the "transfer to ACD" step included a "preferred agent" attribute that could be used to set a preference for the agent in that queue to route an email to; there may be other mechanisms for achieving this, but that's really an architect question and not specific to the Salesforce integration). Another option would be to use a data action within the flow to check for a case owner and set the agent preference using the information that is returned by the data action. Either approach has the same effect; we use an attribute on the case to drive the routing decisions within the Architect flow.
The second way I read your question, based on the most recent comment, was you have an automation within Salesforce is automatically creating a case (presumably by the creation of a new task record? That part wasn't entirely clear), connecting the task record to the case. I'm taking your comment to mean that you are wanting this new case object to be automatically assigned to the user who created the task record, and were expecting the "auto-assign email to case" configuration option to achieve this for you. If this is the case, then unfortunately that's just not how it work (see my first statement about the purpose of that configuration option). What could be done is an update to the trigger that is creating your case to include the task record creator as the case owner when it is creating the case. Because Genesys Cloud isn't really involved in the creation or routing of the case in this scenario, there's not a ton that we can do, so the automation really belongs within the Salesforce platform. Of course this approach can be used in conjunction with what I described above, using the email routing send updates to the case back to the agent that owns the case when those updates come in, but it certainly doesn't have to be used this way.
Please let me know if I'm missing the mark on this, and we'll work to get you some sort of functional solution to whatever you're trying to accomplish.
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Richard Schott
Genesys - Employees
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Original Message:
Sent: 02-21-2022 02:36
From: Bharath Gowda
Subject: Is there a way to route the email to the case owner using Genesys Cloud for Salesforce
Hi Vaun,
We are not creating a case from Genesys Cloud but we are creating a case in Salesforce using SF handler. So in our scenario the case is created when the task is inserted.
We have selected the Auto assign email to case owner on the Salesforce package settings but when we tested its not routing to the case owner.
Please provide a right direction that when ever customer sends an email to the Genesys Email address then the Genesys Cloud should route the email interaction to the case owner which he was handled the interaction last time.
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Bharath Gowda
Skylux Inc
Original Message:
Sent: 02-21-2022 01:26
From: Vaun McCarthy
Subject: Is there a way to route the email to the case owner using Genesys Cloud for Salesforce
Hi Bharath, I may be wrong here but I seem to recall some of this might require some work flow configuration within Salesforce to identify original email vs replies etc. I don't remember what it is that SF uses to identify Case, chain etc type information. Maybe @Robert Wakefield-Carl or @Richard Schott can shed a little light on that angle?
That's all if I'm understanding your problem correctly? But it may also be that based on the integration setting this is actually working as designed and whichever agent receives the most recent email in a thread is assigned as the case owner.
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Vaun McCarthy
Original Message:
Sent: 02-18-2022 00:29
From: Bharath Gowda
Subject: Is there a way to route the email to the case owner using Genesys Cloud for Salesforce
Hi,
We have enabled the Auto Assign Email to case under the installed package
In our case, Salesforce itself is creating a case for each email interaction and not from the Genesys Cloud.
Is there a way to route the Email interaction to the existing case owner?
Please guide us the steps to implement this functionality.
#Integrations
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Bharath Gowda
Skylux Inc
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