Genesys Cloud - Main

Hi everyone,

We are using Genesys Cloud with Salesforce Service Cloud Voice and we have noticed an issue.

Even when a call is successfully recorded in Genesys Cloud, the corresponding VoiceCall record in Salesforce still has the field IsRecorded = false.

This is confusing for our business users and reporting because we expect the IsRecorded field to reflect the real recording status.

Has anyone experienced the same issue?

Could you please help us understand:

• Why does the IsRecorded field remain false even when the recording exists in Genesys Cloud?
• Is this the expected behavior or a known limitation?
• Is there any configuration or synchronization that needs to be enabled so that Salesforce correctly updates the recording status?

Any help or feedback would be greatly appreciated.

Thank you!

#API/Integrations

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Ragheb Gmira
Consultant IT
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Hello Ragheb,

The standard IsRecorded field may not be automatically updated by the integration because it is a Salesforce-managed field that may expect recordings to be handled through Salesforce's native recording mechanisms. You should be able to create a Custom Field where you can write the value of true into the IsRecorded field.

From https://help.genesys.cloud/articles/synchronize-call-attributes-with-salesforce-activity-records-for-cx-cloud-from-genesys-and-salesforce/

To configure the synchronization of attributes with Salesforce VoiceCall records:

1. For each call attribute that you would like to map, create a custom field in Salesforce on the VoiceCall object. See Create Custom Fields in the Salesforce documentation.
2. Map the custom field to the VoiceCall attribute. See Genesys Cloud Conversation Field Mapping.
3. The integration can map any VoiceCall attribute that you set before the call leaves the agent's queue for Salesforce.

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Jason Kleitz
Online Community Manager/Moderator
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