Genesys Cloud - Main

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

#Roadmap/NewFeatures

------------------------------
Lilian Lira
Services and Developer Manager
------------------------------

Hi! According to the official Genesys documentation, instead of using the Genesys Cloud auto-answer feature, you should use the "Automatically accept work requests" option provided by Salesforce. This setting is configured in the Presence Configurations within Salesforce.

Regarding Control and Functionalities:

The integration allows for different work scenarios through "Mapped Status" and "Transition Status" settings:

Agents working in both systems simultaneously: Configure the Mapped Status as "Available" to allow agents to receive work on either platform, with blocking mechanisms to prevent duplicate assignments.

Agents working exclusively in one system: Configure the Mapped Status to non-on-queue types (such as "Busy") to prevent simultaneous availability across platforms.

This may help with the problem

------------------------------
Lilian Masselli
-
------------------------------

Thanks @Lilian Masselli 😊

------------------------------
Lilian Lira
Services and Developer Manager
------------------------------

Original Message:
Sent: 03-10-2026 19:03
From: Lilian Masselli
Subject: New Genesys Cloud CX connector with Salesforce - Auto Answer

Hi! According to the official Genesys documentation, instead of using the Genesys Cloud auto-answer feature, you should use the "Automatically accept work requests" option provided by Salesforce. This setting is configured in the Presence Configurations within Salesforce.

Regarding Control and Functionalities:

The integration allows for different work scenarios through "Mapped Status" and "Transition Status" settings:

Agents working in both systems simultaneously: Configure the Mapped Status as "Available" to allow agents to receive work on either platform, with blocking mechanisms to prevent duplicate assignments.

Agents working exclusively in one system: Configure the Mapped Status to non-on-queue types (such as "Busy") to prevent simultaneous availability across platforms.

This may help with the problem

------------------------------
Lilian Masselli
-
------------------------------

I did it the same way.

------------------------------
Sartori Maria dos Santos Sartori
------------------------------

thanks @Sartori Maria dos Santos Sartori

------------------------------
Lilian Lira
Services and Developer Manager
------------------------------

Original Message:
Sent: 03-10-2026 19:09
From: Sartori Maria dos Santos Sartori
Subject: New Genesys Cloud CX connector with Salesforce - Auto Answer

I did it the same way.

------------------------------
Sartori Maria dos Santos Sartori
------------------------------

I did it the same way in Sicredi

------------------------------
Letícia Rogue
-
------------------------------

Thanks @Letícia Roque

------------------------------
Lilian Lira
Services and Developer Manager
------------------------------

Original Message:
Sent: 03-10-2026 19:17
From: Letícia Rogue
Subject: New Genesys Cloud CX connector with Salesforce - Auto Answer

I did it the same way in Sicredi

------------------------------
Letícia Rogue
-
------------------------------

Hello!

We had the same scenario here with our client. We hope that in the future, the control of the auto-answer will remain on the Genesys side.

------------------------------
Edgar Dreger
Senior Genesys Analyst
------------------------------

------------------------------
Edgar Dreger
------------------------------

Thanks @Edgar Dreger 🤝

------------------------------
Lilian Lira
Services and Developer Manager
------------------------------

Original Message:
Sent: 03-10-2026 19:18
From: Edgar Dreger
Subject: New Genesys Cloud CX connector with Salesforce - Auto Answer

Hello!

We had the same scenario here with our client. We hope that in the future, the control of the auto-answer will remain on the Genesys side.

------------------------------
Edgar Dreger
Senior Genesys Analyst
------------------------------

------------------------------
Edgar Dreger
------------------------------

Hi,

As mentioned above, the auto-answer was configured on the Genesys Cloud side, which is not supported in this scenario.

It should be configured through Presence Configuration in Salesforce instead.

You can check more details here: https://help.genesys.cloud/articles/create-presence-user-configuration-and-routing-configuration/

------------------------------
Luiz Rosa
Full stack developer
------------------------------

Thanks @Luiz Rosa 😊

------------------------------
Lilian Lira
Services and Developer Manager
------------------------------

Original Message:
Sent: 03-10-2026 19:51
From: Luiz Rosa
Subject: New Genesys Cloud CX connector with Salesforce - Auto Answer

Hi,

As mentioned above, the auto-answer was configured on the Genesys Cloud side, which is not supported in this scenario.

It should be configured through Presence Configuration in Salesforce instead.

You can check more details here: https://help.genesys.cloud/articles/create-presence-user-configuration-and-routing-configuration/

------------------------------
Luiz Rosa
Full stack developer
------------------------------

Hi Lilian,

If the customer wants to keep Salesforce's native functionality, they can use Presence Configurations by creating new presence settings with auto-accept disabled and assigning them only to a specific group of agents.

------------------------------
Elisson Fernandes
------------------------------

Thanks @Elisson Fernandes 😊

------------------------------
Lilian Lira
Services and Developer Manager
------------------------------

Original Message:
Sent: 03-10-2026 20:33
From: Elisson Fernandes
Subject: New Genesys Cloud CX connector with Salesforce - Auto Answer

Hi Lilian,

If the customer wants to keep Salesforce's native functionality, they can use Presence Configurations by creating new presence settings with auto-accept disabled and assigning them only to a specific group of agents.

------------------------------
Elisson Fernandes
------------------------------

Hi @Lilian Lira! I did it the same way.

------------------------------
Letícia Matos
-
------------------------------

Hi!

Yeah, I followed the same method.

------------------------------
Larissa Andrade
------------------------------

Hello,

The only alternative is enabling it only in Salesforce. When it is enabled in Genesys, it causes several bugs and a warning appears indicating that auto-answer must be disabled in Genesys.

In Salesforce, this configuration is done within Service Channels, where you configure automatic acceptance per media type.

------------------------------
Gabriel Garcia
NA
------------------------------

@Gabriel Garcia and everyone thanks for all! 

Your explanations within Salesforce were essential for me.

------------------------------
Lilian Lira
Services and Developer Manager
------------------------------

Original Message:
Sent: 03-11-2026 09:56
From: Gabriel Garcia
Subject: New Genesys Cloud CX connector with Salesforce - Auto Answer

Hello,

The only alternative is enabling it only in Salesforce. When it is enabled in Genesys, it causes several bugs and a warning appears indicating that auto-answer must be disabled in Genesys.

In Salesforce, this configuration is done within Service Channels, where you configure automatic acceptance per media type.

------------------------------
Gabriel Garcia
NA
------------------------------

Will be really useful if they update this setting to reproduce GeneSys settings on the Salesforce side. In this way, we can have easy management of the environment.

------------------------------
Arthur Pereira Reinoldes
------------------------------

We did the same way here.

------------------------------
Camila Meneghini
------------------------------

Hello,

------------------------------
Leonardo Teixeira
NA
------------------------------

We did the same way here.

------------------------------
Alex Ruiz
NA
------------------------------

Hi,

I did it the same way.

Regards!

------------------------------
Gabriel Aparecido Guidil BELISCODD
Gerente de Projetos
------------------------------

I did it the same way.

------------------------------
Fabíola Freitas
------------------------------

Hi,

Yes, this scenario is quite common when using the Genesys CX Cloud with Salesforce connector.

When the integration relies on the Salesforce CTI softphone, the auto-answer behavior is typically controlled by the CTI adapter inside Salesforce, not directly by the Genesys Cloud client. Because of that, disabling Auto Answer in Genesys and leaving it enabled only in Salesforce is usually required for the interaction to be properly delivered through the Salesforce interface.

However, you are correct that this can limit some native Genesys Cloud behaviors. In most implementations, the usual approach is to let Salesforce handle the auto-answer for the agents using the Salesforce CTI, while keeping the rest of the routing and contact center configuration managed within Genesys Cloud.

From what I've seen in community discussions and forums, this is usually handled by defining which agent groups work through the Salesforce CTI and aligning the auto-answer behavior specifically for those users, rather than applying the configuration across the entire environment.

------------------------------
Raphael Poliesi
------------------------------