I have a question regarding Genesys CX Cloud's integration with Salesforce. While I'm comfortable with Genesys, I'm still relatively new to Salesforce.

Specifically, I'm interested in leveraging digital channels within CX Cloud (including Salesforce and Genesys) for a use case primarily focused on Genesys.

The Genesys documentation I found here (https://help.mypurecloud.com/articles/set-participant-data-action/) mentions that Architect's "Set Participant Data" step allows setting attributes like email, firstName, and lastName.

However, I wasn't able to locate information regarding lookups for SMS and chat/messaging channels in the documentation. Would you be able to clarify how inbound SMS messages via Genesys trigger lookups within Salesforce?

Additionally, I have a specific scenario where I'd like to understand the possibilities. In this case, I want to use the phone number within the subject line of an inbound email for contact lookup in Salesforce, essentially overriding the standard email-based lookup. I understand this might be an uncommon approach, but it aligns with my specific needs. To elaborate further, I'm aiming to use the phone number in the subject line to assign the email experience object (or the appropriate object) to the corresponding contact in Salesforce.

Furthermore, did anyone succeed in setting up Partner Telephony on SFDC Dev instance? I'm stuck there as it only allows Amazon Connect.

Thanks in advance

#Integrations

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Mahmoud Hayani
GlobalConnect AB
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Everything you are asking is for possible.  You have to stick to your guns and insist that all interactions are routed through Genesys or you will have issues the entire project.  Sounds like you need a good partner that does both Genesys and Salesforce like Ttec Digital that can help you with customizations on both sides.  Also, for Messaging with CX Cloud, you will need to upgrade your SFDC environment for asynchronous messaging. 

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 06-14-2024 10:35
From: Mahmoud Hayani
Subject: CX Cloud's integration with Salesforce - Digital Lookup

I have a question regarding Genesys CX Cloud's integration with Salesforce. While I'm comfortable with Genesys, I'm still relatively new to Salesforce.

Specifically, I'm interested in leveraging digital channels within CX Cloud (including Salesforce and Genesys) for a use case primarily focused on Genesys.

The Genesys documentation I found here (https://help.mypurecloud.com/articles/set-participant-data-action/) mentions that Architect's "Set Participant Data" step allows setting attributes like email, firstName, and lastName.

However, I wasn't able to locate information regarding lookups for SMS and chat/messaging channels in the documentation. Would you be able to clarify how inbound SMS messages via Genesys trigger lookups within Salesforce?

Additionally, I have a specific scenario where I'd like to understand the possibilities. In this case, I want to use the phone number within the subject line of an inbound email for contact lookup in Salesforce, essentially overriding the standard email-based lookup. I understand this might be an uncommon approach, but it aligns with my specific needs. To elaborate further, I'm aiming to use the phone number in the subject line to assign the email experience object (or the appropriate object) to the corresponding contact in Salesforce.

Furthermore, did anyone succeed in setting up Partner Telephony on SFDC Dev instance? I'm stuck there as it only allows Amazon Connect.

Thanks in advance

#Integrations

------------------------------
Mahmoud Hayani
GlobalConnect AB
------------------------------