Genesys Cloud - Main

Hi Team,

Our client is using the Genesys Cloud for Salesforce(latest  managed package version) and External Contact Sync to synchronize Salesforce Contacts with Genesys Cloud's External Contacts.

Issue our client has - Once in a while, the integration starts generating a massive number of Apex jobs (@future / WebHookV1.callout) in Salesforce, which quickly hits the API and async callout limits.
All jobs are triggered under the Integration User context, and the pattern looks like thousands of webhook-triggered callouts firing at once.

If we disable the sync from Salesforce Setup → Platform Tools → Installed Packages → Genesys Cloud Settings, all these API calls immediately stop.
When we re-enable the sync later, the API calls sometimes start spiking again.

We're trying to understand:

1. Is this flood caused by triggered updates (Salesforce webhook to Genesys) firing for many records, or by bulk data updates in Salesforce triggering the sync?

2. When the sync is disabled for a day and then re-enabled, does the integration try to "catch up" by re-sending all updates that occurred during the disabled period - effectively replaying them and hitting limits again?

3. Is there any documented way to throttle or batch the triggered syncs, or should we rely only on the scheduled daily sync for large data volumes?

4. If we don,t configure the triggered updates, we know from Genesys documentation that the external contacts are synched once a day. Is there a way to setup a time for daily synch?

Any insights who've experienced this behavior would be very helpful.

Regards,

Rohan

Hello Rohan, 

I am going to try my best to kind of explain what is happening. 

1. The flood of API call can be cause by both triggered updates and bulk updates in SF. When multiple records are updated at the same time in SF, it can trigger numerous webhook callouts, @future / webhook.v1 is one of those, as each record change attempts to sync individually. 

2. After you disable and re-enable the integration will attempt to "catch up" by syncing all changes that accumulated during the disabled period. This is confirmed in the documentation "When you reactivate the integration, Genesys Cloud Syncs all changes that accumulated while the integration was inactive". If the integration is deactivated for longer than 30 days and then reactivated a full sync may occur, which could cause significant delays. 

3. There are some ways to control this behavior, you can modify the sync job to control the number or records processed in each batch. The recommended number is 1k (1,000) records in total for each sync. For the campaign members syncs, you can configure the number of members processed in each API request. 

4. I don't think the integration supports daily syncs when updates are not configured, I don't see it in the documentation. 

Hope this helps!

Hi Team,

Our client is using the Genesys Cloud for Salesforce(latest  managed package version) and External Contact Sync to synchronize Salesforce Contacts with Genesys Cloud's External Contacts.

Issue our client has - Once in a while, the integration starts generating a massive number of Apex jobs (@future / WebHookV1.callout) in Salesforce, which quickly hits the API and async callout limits.
All jobs are triggered under the Integration User context, and the pattern looks like thousands of webhook-triggered callouts firing at once.

If we disable the sync from Salesforce Setup → Platform Tools → Installed Packages → Genesys Cloud Settings, all these API calls immediately stop.
When we re-enable the sync later, the API calls sometimes start spiking again.

We're trying to understand:

1. Is this flood caused by triggered updates (Salesforce webhook to Genesys) firing for many records, or by bulk data updates in Salesforce triggering the sync?

2. When the sync is disabled for a day and then re-enabled, does the integration try to "catch up" by re-sending all updates that occurred during the disabled period - effectively replaying them and hitting limits again?

3. Is there any documented way to throttle or batch the triggered syncs, or should we rely only on the scheduled daily sync for large data volumes?

4. If we don,t configure the triggered updates, we know from Genesys documentation that the external contacts are synched once a day. Is there a way to setup a time for daily synch?

Any insights who've experienced this behavior would be very helpful.

Regards,

Rohan

Hi Cameron,

Thank you so much for the detailed explanation - this really helps clarify what's going on behind the scenes. Your breakdown of how the triggered updates and the accumulated changes behave after re-enabling the integration makes a lot of sense.

I had a couple of follow-up questions, especially around point 3.
Would you be able to elaborate a bit more on how we can modify the sync job to control the number of records processed in each batch?
Is this something configurable within the managed package settings, or does it require adjusting specific components in Salesforce (batch classes, custom settings, etc.)?
Any guidance on where exactly this can be tuned would be extremely helpful.

And regarding point 4, I came across this section in Genesys' official documentation:
External Contact Sync Overview

It states:

"When you activate this integration, an initial one-way sync from Salesforce to Genesys Cloud occurs.
Thereafter, the sync process runs at least once a day. In addition, you can configure triggered updates that use webhooks to propagate changes in Salesforce to Genesys Cloud in near real time" 

Based on that, it seems daily syncs should still happen even without triggered updates.
Do you interpret this differently, or is the behavior dependent on how the integration is configured in each org?

Thanks again for taking the time to help - your insights are genuinely appreciated!

Kind regards,

Rohan

Hello Rohan, 

I am going to try my best to kind of explain what is happening. 

1. The flood of API call can be cause by both triggered updates and bulk updates in SF. When multiple records are updated at the same time in SF, it can trigger numerous webhook callouts, @future / webhook.v1 is one of those, as each record change attempts to sync individually. 

2. After you disable and re-enable the integration will attempt to "catch up" by syncing all changes that accumulated during the disabled period. This is confirmed in the documentation "When you reactivate the integration, Genesys Cloud Syncs all changes that accumulated while the integration was inactive". If the integration is deactivated for longer than 30 days and then reactivated a full sync may occur, which could cause significant delays. 

3. There are some ways to control this behavior, you can modify the sync job to control the number or records processed in each batch. The recommended number is 1k (1,000) records in total for each sync. For the campaign members syncs, you can configure the number of members processed in each API request. 

4. I don't think the integration supports daily syncs when updates are not configured, I don't see it in the documentation. 

Hope this helps!

Hi Team,

Our client is using the Genesys Cloud for Salesforce(latest  managed package version) and External Contact Sync to synchronize Salesforce Contacts with Genesys Cloud's External Contacts.

Issue our client has - Once in a while, the integration starts generating a massive number of Apex jobs (@future / WebHookV1.callout) in Salesforce, which quickly hits the API and async callout limits.
All jobs are triggered under the Integration User context, and the pattern looks like thousands of webhook-triggered callouts firing at once.

If we disable the sync from Salesforce Setup → Platform Tools → Installed Packages → Genesys Cloud Settings, all these API calls immediately stop.
When we re-enable the sync later, the API calls sometimes start spiking again.

We're trying to understand:

1. Is this flood caused by triggered updates (Salesforce webhook to Genesys) firing for many records, or by bulk data updates in Salesforce triggering the sync?

2. When the sync is disabled for a day and then re-enabled, does the integration try to "catch up" by re-sending all updates that occurred during the disabled period - effectively replaying them and hitting limits again?

3. Is there any documented way to throttle or batch the triggered syncs, or should we rely only on the scheduled daily sync for large data volumes?

4. If we don,t configure the triggered updates, we know from Genesys documentation that the external contacts are synched once a day. Is there a way to setup a time for daily synch?

Any insights who've experienced this behavior would be very helpful.

Regards,

Rohan

Hi Cameron,

Thank you so much for the detailed explanation - this really helps clarify what's going on behind the scenes. Your breakdown of how the triggered updates and the accumulated changes behave after re-enabling the integration makes a lot of sense.

I had a couple of follow-up questions, especially around point 3.
Would you be able to elaborate a bit more on how we can modify the sync job to control the number of records processed in each batch?
Is this something configurable within the managed package settings, or does it require adjusting specific components in Salesforce (batch classes, custom settings, etc.)?
Any guidance on where exactly this can be tuned would be extremely helpful.

And regarding point 4, I came across this section in Genesys' official documentation:
External Contact Sync Overview

It states:

"When you activate this integration, an initial one-way sync from Salesforce to Genesys Cloud occurs.
Thereafter, the sync process runs at least once a day. In addition, you can configure triggered updates that use webhooks to propagate changes in Salesforce to Genesys Cloud in near real time" 

Based on that, it seems daily syncs should still happen even without triggered updates.
Do you interpret this differently, or is the behavior dependent on how the integration is configured in each org?

Thanks again for taking the time to help - your insights are genuinely appreciated!

Kind regards,

Rohan

Hello Rohan, 

I am going to try my best to kind of explain what is happening. 

1. The flood of API call can be cause by both triggered updates and bulk updates in SF. When multiple records are updated at the same time in SF, it can trigger numerous webhook callouts, @future / webhook.v1 is one of those, as each record change attempts to sync individually. 

2. After you disable and re-enable the integration will attempt to "catch up" by syncing all changes that accumulated during the disabled period. This is confirmed in the documentation "When you reactivate the integration, Genesys Cloud Syncs all changes that accumulated while the integration was inactive". If the integration is deactivated for longer than 30 days and then reactivated a full sync may occur, which could cause significant delays. 

3. There are some ways to control this behavior, you can modify the sync job to control the number or records processed in each batch. The recommended number is 1k (1,000) records in total for each sync. For the campaign members syncs, you can configure the number of members processed in each API request. 

4. I don't think the integration supports daily syncs when updates are not configured, I don't see it in the documentation. 

Hope this helps!

Hi Team,

Our client is using the Genesys Cloud for Salesforce(latest  managed package version) and External Contact Sync to synchronize Salesforce Contacts with Genesys Cloud's External Contacts.

Issue our client has - Once in a while, the integration starts generating a massive number of Apex jobs (@future / WebHookV1.callout) in Salesforce, which quickly hits the API and async callout limits.
All jobs are triggered under the Integration User context, and the pattern looks like thousands of webhook-triggered callouts firing at once.

If we disable the sync from Salesforce Setup → Platform Tools → Installed Packages → Genesys Cloud Settings, all these API calls immediately stop.
When we re-enable the sync later, the API calls sometimes start spiking again.

We're trying to understand:

1. Is this flood caused by triggered updates (Salesforce webhook to Genesys) firing for many records, or by bulk data updates in Salesforce triggering the sync?

2. When the sync is disabled for a day and then re-enabled, does the integration try to "catch up" by re-sending all updates that occurred during the disabled period - effectively replaying them and hitting limits again?

3. Is there any documented way to throttle or batch the triggered syncs, or should we rely only on the scheduled daily sync for large data volumes?

4. If we don,t configure the triggered updates, we know from Genesys documentation that the external contacts are synched once a day. Is there a way to setup a time for daily synch?

Any insights who've experienced this behavior would be very helpful.

Regards,

Rohan