Limitations with CX Cloud from Genesys and Salesforce

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Genesys Cloud integration with Salesforce CX Cloud presents several operational limitations and configuration requirements that organizations must address during implementation. Login confirmation display should be disabled when loading consoles with Omni-Channel, with agents configured through Salesforce Setup to either automatically log in, receive popup warnings, or opt out of automatic login. Salesforce does not natively support broadcast ring groups; instead, each alerted agent receives an individual VoiceCall record rather than a shared one. Auto answer functionality operates differently across the two platforms. Genesys Cloud auto answer is recommended for immediate agent connection within the Compliance Abandon Threshold (default two seconds), while Salesforce's "Automatically accept work requests" option cannot be scoped to specific queues, applies across all queues under an agent's presence configuration, and cannot be applied to progressive or predictive outbound campaigns. Multiparty calls operate within Service Cloud Voice constraints, including a maximum of six participants per call, with only the call initiator authorized to add additional participants directly. The integration displays newly joined participants only after existing participants disconnect if the six-participant limit is exceeded. Multiparty calls must be initiated and maintained within the Service Cloud Voice environment for optimal performance. The integration provides comprehensive customer experience management functionality through CX Cloud capabilities. Implementation resources include detailed configuration guidance, package installation procedures, integration requirements, user assignment configurations, and campaign management features. Additional documentation addresses integration limitations, release notes, and frequently asked questions regarding dual integration scenarios. Users can access community support for assistance and provide feedback on documentation through structured mechanisms that capture user role and specific improvement suggestions.

When setting up the contact center, consider the following limitations with CX Cloud from Genesys and Salesforce:

Recommended to disable the display of login confirmation when loading a console with Omni-channel.
1. From Setup in Salesforce, search for Omni-Channel Settings in the Quick Find box and select Omni-Channel Settings.
2. Select one of the options as desired:
  - Automatically log agents in to Omni-Channel in the new window or tab
  - Warn agents in a popup that open tab-based work will be terminated.
  - Don’t automatically log agents in to Omni-Channel on a new window or tab
  For more information, see Enable and Configure Omni-Channel in the Salesforce documentation.
3. Click Save.

Salesforce does not natively support broadcast ring groups (Group Ring). In CX Cloud, each agent alerted in a broadcast ring group receives an individual VoiceCall record instead of a shared one.
While Genesys Cloud auto answer remains the recommended option in CX Cloud, Salesforce’s Automatically accept work requests option is also supported with the following limitations:
- This option applied at the agent’s presence configuration affects all the queues and DID calls under that configuration and cannot be scoped to a subset of queues.
- This option cannot be applied for progressive and predictive outbound campaigns. Genesys Cloud auto answer bridges the agent the instant a call connects, keeping calls within the Compliance Abandon Threshold (default two seconds). Salesforce’s option doesn’t guarantee that same connection timing.
  For more information, see Configure auto answer in CX Cloud from Genesys and Salesforce.
Multiparty calls are managed within the Service Cloud Voice environment, and Salesforce imposes certain constraints on how participants are added and displayed. Consider the following when working with multiparty calls:
- For optimal performance, multiparty call must be initiated within the Service Cloud Voice and remain within the environment.
- Only the first agent who creates the multiparty call has permission to use the Add User function to add additional participants directly to the multiparty call.
- Salesforce enforces a maximum limit of six participants per call. The Service Cloud Voice user interface prevents users from adding participants beyond this limit; however, Genesys Cloud does not enforce this restriction. If more than six participants are active in the multiparty call, the integration will display a newly joined participant only after an existing participant disconnects.
- For limitations for multiparty calls in Salesforce, see Multiparty Calls and Consult Calls Limitations and Considerations in the Salesforce documentation.

Review the limitations described in the Salesforce documentation for Service Cloud Voice. For more information, see About CX Cloud from Genesys and Salesforce.

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