Genesys Cloud - Main

Genesys and Salesforce are integrated via the installed package in Salesforce. It will log outbound call that are connected with an Agent or when it think it does.See image. However, it will not log anything on Salesforce if the Outbound Call reaches a voicemail. Salesforce won't have visibility on the outcome of the call or if it was attempted.

I'm reading that we need to set up a Post-call rule along with a data action, but how should we set up the Data Action to Update the Salesforce record based on either ID, or phone number that attributes it to the correct record on Salesforce?

Any help is appreciated

Hi Dien,

Is this outbound call you're referring to a campaign outbound call that reached voicemail?

If it is, then you will need to call a data action via a wrap-up rule where the disposition is ININ-OUTBOUND-MACHINE.

The data action is set up to call SF API to create this task based on the SF record ID that was dialed.

The integration is designed to create tasks based on conversation events on the client. This is why it is able to create the a task and associate it with both the agent and the related SF record.

Interaction logs - Genesys Cloud Resource Center (mypurecloud.com)
Events in Salesforce - Genesys Cloud Resource Center (mypurecloud.com)

Since a campaign outbound call reaching VM is not routed to an agent, it is not able to trigger those events as it is not hitting the SF connector at all.

Check this thread in SF community for a sample REST API enpoint and payload for creating a task:

How to create salesforce task via | Salesforce Trailblazer Community

Genesys and Salesforce are integrated via the installed package in Salesforce. It will log outbound call that are connected with an Agent or when it think it does.See image. However, it will not log anything on Salesforce if the Outbound Call reaches a voicemail. Salesforce won't have visibility on the outcome of the call or if it was attempted.

I'm reading that we need to set up a Post-call rule along with a data action, but how should we set up the Data Action to Update the Salesforce record based on either ID, or phone number that attributes it to the correct record on Salesforce?

Any help is appreciated