Genesys Cloud - Main

Hello 

We have some questions regarding System Version Sync in Voice for Salesforce.

Can somebody provide recommendations :

1. What are the recommended procedures and best practices for upgrading the Salesforce Connector?
2. Is it possible for a customer to remain on a previous connector version if they choose not to upgrade immediately?
3. Is there a supported rollback process in case issues are encountered following an upgrade?
4. Are there any additional recommendations or considerations that customers should be aware of regarding connector upgrades and version management?

Thank you

Anna

Hello Anna, 

The recommended approach is to keep the Voice for Salesforce connector on the latest supported version, as newer releases include bug fixes, compatibility updates, and new features. Before upgrading, review the release notes, test the upgrade in a sandbox, and validate your key workflows before deploying to production.

While customers can choose when to upgrade, Genesys does not publish a long-term support policy for older connector versions, so remaining on an older release may mean missing fixes or encountering compatibility issues over time. There is also no published rollback procedure for the connector.

If issues are encountered after an upgrade, the recommended course of action is to gather relevant details and work with Genesys Customer Care to determine the appropriate resolution rather than attempting a manual rollback.

Cheers,