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We are attempting to push the interaction recording into a custom field on the voice call object in Salesforce. We have configured the participant.GenesysRecording field, which contains the recording URL, within Genesys Architect. Additionally, we've created a custom field named GenesysRecording in Salesforce to capture this information. However, when the call data reaches Salesforce, the field remains blank.

Could anyone provide guidance on whether we need to implement a formula or additional mapping on the Salesforce side to correctly populate the custom field with the GenesysRecording value from the participant data?

we are following Genesys doc: Synchronize call attributes with Salesforce VoiceCall records for CX Cloud from Genesys and Salesforce - Genesys Cloud Resource Center 

Hello Dennis,

You need to add a Conversation Field Mapping:

1. In Salesforce, in the upper right corner, click the gear icon and click Setup
2. On the Setup Home page, click the App Launcher icon and search for CX Admin Settings and then click CX Admin Settings
3. Under Channels > Voice for Salesforce Service Cloud, click Configure
4. Click Configure Contact Centers
5. At the bottom of the page, locate the section 'Genesys Cloud Conversation Field Mapping'
6. Click Add Mapping
7. For Conversation Attribute, enter Participant.GenesysRecording
8. For Salesforce Field, enter GenesysRecording
9. Click Save

I hope this helps.

Regards,

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Scott Kandel
I3 Senior Engineer
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Could you kindly let me know how to retrieve participant data in a Genesys call flow?
[We have configured the field that contains the recording URL within Genesys Architect.]

You want to use the Architect action 'Get Participant Data'.

https://help.mypurecloud.com/articles/get-participant-data-action/