Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  SaleForce Cloud CTI integration - Email message attribute

    Posted 06-23-2023 11:11
    No replies, thread closed.

    I've been building out the SalesForce cloud integration to embed Genesys into Salesforce classic.  Getting some of the interaction attributes to copy over into the respective SalesForce account\contact activity record is pretty straightforward, however I can't find any way to have the email body\message content of an email copy over into the activity record, only the email subject line and various time stamp details.  Can anyone offer some guidance on this?  Thanks very much.


    #ArchitectureandDesign
    #Integrations

    ------------------------------
    Brian Diviney
    AvalonBay Communities, Inc.
    ------------------------------


  • 2.  RE: SaleForce Cloud CTI integration - Email message attribute

    Posted 06-24-2023 23:28
    No replies, thread closed.

    The body of the email is not part of the normal conversation data available to the CTI module.  In the Email flow, you can extract the body as a string and then set it as a participant data point that could then be used in the CTI to pass the value over to Salesforce.  The other is to have a Salesforce Flow extract the body and the reply after the interaction disconnects using the API.  .  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: SaleForce Cloud CTI integration - Email message attribute

    Posted 06-29-2023 13:04
    No replies, thread closed.

    Thank you Robert!  This got me exactly what I needed and solved my problem. Can't thank you enough!



    ------------------------------
    Brian Diviney
    AvalonBay Communities, Inc.
    ------------------------------

    Original Message


Related Content