Release notes for Genesys Cloud for Salesforce

AI-generated summary

Genesys Cloud for Salesforce is a comprehensive managed package integration delivering omnichannel contact center functionality across multiple global regions including Singapore, Mexico, Osaka, UAE, Zurich, Canada, Seoul, London, US West, Sao Paulo, and Mumbai. The platform supports diverse communication channels including voice, email, SMS, WhatsApp, Facebook, LINE, and Twitter with core agent capabilities encompassing call controls, agent status management, click-to-dial functionality, consult and blind transfers, conference call creation, and call recording with OAuth 2.0 authentication. Advanced features include Agent Copilot integration, WebRTC functionality with configurable settings and diagnostic testing, headset control with pick-up and mute adjustments, and screen sharing with co-browse annotation. Administrative controls provide queue management with script support across all channels, callback settings with auto-dial and disconnect options, division assignments for external contacts, ringtone selection, time-boxed after-call work for digital channels, and contact list sync optimization. The integration enables extensive Salesforce synchronization including contact list management, campaign routing with priority settings, interaction logging with customizable attributes, and activity record creation with call data and transcripts. Security measures incorporate access token management, domain allowlisting, PKCE grant type authorization support, and Content Security Policy directives. Recent updates introduced message parking with configurable duration, automated queue management, improved DTMF functionality, enhanced email interaction capabilities with draft management, division-based access controls, and external routing of Salesforce chats through Genesys Cloud ACD routing. Additional capabilities include Einstein Knowledge integration for AI-driven article recommendations, Flow Builder for email routing, snippet recording for ACD calls, and Customer First Callbacks with extended callback ownership duration from 7 to 30 days. The platform supports multiple browser tabs and multiple Genesys Cloud and Salesforce organization configurations with permission sets for improved security configuration and administrator-controlled download access for voicemail recordings, supporting Chrome, Edge, and Safari browsers with localized language support for Portuguese and Japanese. Genesys Cloud for Salesforce enables Messaging for In-App and Web (MIAW) flow configuration to route messaging through the platform with agent transfer capabilities. Key operational improvements include keyboard support for DTMF input during voice calls in embedded clients, options to disable WebRTC audio and alert notifications, and a park email feature allowing agents to suspend and resume email interactions while managing drafts. Agent settings persist server-side across browser resets and sign-outs, maintaining configuration integrity. Developer capabilities include Apex code examples (API version 45.0 or later), customizable extension points for click-to-dial and screen pop operations, Lightning Message Channel integration, and programmatic transfer capabilities using blind, consult, and conclude transfer methods. The platform supports diagnostic logging, status timer features, and interaction management through changestate and Interaction.updateState actions. Administrative enhancements include regional deployment options, configurable external contact search parameters, and the "Disconnect on Tab Close" setting. Recent updates introduce WebRTC client alerting configuration to prioritize clients when multiple Genesys Cloud applications are active, permission sets for improved security access control, voicemail recording download restrictions for authorized users only, and support for Proof Key for Code Exchange (PKCE) OAuth 2 authorization to enhance embedded client security. The Group Name attribute feature enables administrators to configure the Embedded Framework to display group context for incoming voice interactions routed through group ring, allowing agents and supervisors to immediately identify call group associations. Agent ownership capabilities have been expanded for Customer First Callbacks, allowing administrators to enable the system to reserve the original agent before dialing callbacks, maintaining relationship continuity and supporting automated dialing and retry logic. Agents are automatically removed from queues when deselecting their station through logout, phone selection, or status changes. Email interactions can be parked and resumed later with draft management capabilities, and agents can disable WebRTC audio and alerting notifications in the embedded client to prevent interference when using multiple Genesys Cloud clients simultaneously. Most features require no managed package updates, with region selection and specific configuration changes requiring updates effective April 7, 2025. Technical updates include Apex class upgrades to API version 45.0 or later, and the Salesforce External Routing unmanaged package requires an update for certain functionality. The integration has evolved significantly from its initial release in August 2015, progressively expanding capabilities for contact center operations within Salesforce through multiple builds and managed packages, with comprehensive documentation addressing configuration requirements, technical considerations, and implementation guidance for administrators and developers.

This article describes all Genesys Cloud for Salesforce releases. For more information, see About Genesys Cloud for Salesforce.

Note: Most updates are automatic. For new features that require configuration, you must upgrade the managed package.

Coming soon!

These features are described in our documentation but are not yet generally available:

Configure WebRTC client alerting
Administrators can now configure which WebRTC client takes priority when a user is connected to multiple Genesys Cloud applications, such as CRM embedded clients, browser clients, or desktop apps. This enhancement enables organizations to define a preferred client for call handling and notifications, helping to ensure consistent session control and reduce duplicated alerts when more than one WebRTC client is active.

May 12, 2026

Permission sets for administrators and users
Administrators can now assign the permission sets to users, improving security configuration and ensuring appropriate access for Salesforce integration features: Install or upgrade the Genesys Cloud for Salesforce managed package and Permission sets for Genesys Cloud for Salesforce.
Managed package update required: Yes
Package version: 5.0

May 4, 2026

Control download access for voicemail recordings
Administrators can now control download access for voicemail recordings by assigning a dedicated download permission. This update allows only authorized users to download non-ACD voicemail recordings. Users without this permission can no longer download voicemail recordings. This change helps improve data security and supports compliance by restricting access to sensitive recording data.: Access personal and group voicemail.

April 13, 2026

Support for Proof Key for Code Exchange (PKCE) grant type authorization
Genesys Cloud embedded clients now support the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to embedded clients using PKCE, providing a more secure alternative to the Implicit Grant flow: Create an OAuth client.
Support for Group Name attribute for group ring calls
Administrators can now configure the Embedded Framework to display the Group Name attribute for incoming voice interactions routed through group ring. This enhancement enables agents and supervisors to immediately identify the group context of an incoming call. The Group Name attribute is available only for voice interactions associated with group ring and appears as part of the incoming interaction details: Interactions in the client menu and Condensed conversation information.
Agent ownership support for customer first callbacks
Administrators can now enable agent ownership for Customer First Callbacks (CFC), allowing the system to reserve the original agent before dialing the callback. This enhancement helps maintain relationship continuity by ensuring follow-up callbacks are handled by the same agent and supports automated dialing, call analysis, and retry logic for agent-owned callbacks. In addition, the maximum duration an agent can own a scheduled callback has increased from 7 days to 30 days. These capabilities align Customer First Callbacks with existing Agent First Callback features and help improve agent productivity and sales conversion: Schedule a callback.
Managed package update required: No

March 30, 2026

Snippet recording for ACD calls
Agents can now manually capture a specific portion of an ACD call at any time during their interaction with a customer for compliance or exceptional circumstances. Snippet recordings are a separate category of recordings from policy-based recordings, with distinct administrative configuration and permissions for lifecycle and access control: Record snippets in ACD calls.
Managed package update required: No

March 23, 2026

Message parking option
Agents can now park and resume message conversations, including social DMs, open messaging, web messaging, and SMS, for a configurable duration (default: 7 days). Supervisors can view and transfer parked messages, monitor parking metrics in analytics, and manage interactions from analytics dashboards: Park and resume a message interaction in embedded clients and Add the Parked Conversation component to a Lightning app.
Managed package update required: No

November 17, 2025

Asia Pacific (Singapore) and Americas (Mexico) regions
Administrators can now select Singapore or Mexico as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Managed package update required: Yes

April 7, 2025

Support divisions for external contacts
Administrators can now assign external contacts to a division and limit the users only to see and interact with the contacts relevant to their division. The division to which an external contact is assigned is displayed in the UI within both the external contact search results and the interaction details: Customize interaction details.
Managed package update required: No

March 31, 2025

Prevent agents from staying on queue without a selected station
Administrators can now remove the Telephony > Station > Disassociate Self permission from an agent’s role to ensure that agents cannot go on queue unless they select a station. If an agent deselects their station while on queue, they will automatically be removed from the queue: Log out of phone in embedded clients, Select a phone, and Change your status.
Managed package update required: No

March 24, 2025

Set up for Messaging for In-App and Web (MIAW)
Administrators can set up flow in Salesforce to route a Salesforce messaging through Genesys Cloud.The agent handles the message within Salesforce and can also transfer the message to another agent: Install and configure the Genesys Cloud for Salesforce External Routing package and Configure external routing of Salesforce messaging.
Managed package update required: No

Salesforce External Routing (unmanaged) package update required: Yes

November 11, 2024

Keyboard support for DTMF input in the embedded client
Agents can now use their keyboard to enter DTMF (Dual-Tone Multi-Frequency) codes during voice calls in embedded clients. By allowing keyboard control for DTMF input, agents no longer must rely on mouse clicks to access the DTMF dialpad, which helps to improve speed and efficiency during interactions and streamline call handling: Configure call controls and Call controls.
Managed package update required: No

October 7, 2024

Disable WebRTC audio and alert notifications in the embedded client
Agents can now disable WebRTC audio and alerting notifications within the embedded client. This helps to eliminate audio interference when agents use the Genesys Cloud desktop or browser client as the main client alongside the embedded client: Disable WebRTC audio and alerting notifications and Change your WebRTC phone settings.
Managed package update required: No

September 23, 2024

Persistent agent settings on the server side
Agent settings within the embedded client are saved on the server side, ensuring that these settings stay intact even after browser resets, cache clearing, or agent sign-outs: Do agent settings in the embedded clients remain after the browser cache is cleared?.

September 12, 2024

Updates to Apex classes and other package resources
Apex classes and other package resources have been upgraded to use API version 45.0 or later.
Park email option
Agents now have the ability to park email interactions and return to them later, manage email drafts and pick up where they left off when they return to the parked email: Park and resume an email interaction, and Add the Parked Conversation component to your Lightning app.

September 9, 2024

Updated and removed the documentation for CSP directives
Salesforce has canceled the update to adopt the Content Security Policy directives for trusted URLs. Updated the documentation to remove the steps for CSP directives for trusted URLs in Salesforce to load the content in the client: Change the region of your Genesys Cloud organization and Administrator requirements for the Genesys Cloud embedded clients.

August 26, 2024

Add Genesys Cloud domains as trusted URLs in Salesforce
Updated the documentation with the required Content Security Policy directives for trusted URLs in Salesforce to load the content in the client: Change the region of your Genesys Cloud organization and Administrator requirements for the Genesys Cloud embedded clients.

July 29, 2024

Utilization labels for click-to-dial functionality
Developers can now use the Utilization Labels in the click-to-dial functionality that categorizes the conversation: Use the extension points to customize click-to-dial.

July 12, 2024

Agent Copilot in the interaction window for embedded clients
Administrators can now add the Agent Copilot to the interaction window for embedded clients: Interaction window in embedded clients.

June 24, 2024

External routing of Salesforce chats
Updated the modified package location: Install and configure the Genesys Cloud for Salesforce External Routing package.

June 10, 2024

New remote site settings for retrieving voice transcripts via Apex SDK
Administrators must upgrade to the latest version of the managed package to automatically enable or create the new remote site settings, or manually add the new remote site settings in their organization: Remote site settings for Genesys Cloud for Salesforce.
External routing of Salesforce chats
Updated the modified package location: Install and configure the Genesys Cloud for Salesforce External Routing package.

April 22, 2024

Headset call control buttons
Agents can now use call control buttons on their headsets, including pick up, mute, and volume control, when they use the embedded clients: Configure headsets for embedded clients.

March 18, 2024

Run the WebRTC diagnostic app
Agents can now run the WebRTC diagnostic app from the client to test their WebRTC phone settings: Test your WebRTC phone settings and Change your WebRTC phone settings.

February 28, 2024

Specify queue in scheduled callbacks
Administrators can now enable the org-wide setting to allow scheduled callback queue selection, which will allow agents to specify a queue when they schedule a callback: Schedule a callback and Enable agents to specify queue for scheduled callbacks.

January 31, 2024

Asia Pacific (Osaka), Middle East (UAE), and EU (Zurich) regions
Administrators can now select Osaka, UAE, or Zurich as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

January 10, 2024

Improved blind transfer of digital interactions
Agents can now cancel and change the agent-to-agent transfer target, and have more visibility when transfers are accepted: Blind transfer an interaction.

December 6, 2023

Callback auto dial and auto disconnect
Administrators can now configure the queue to start and end callbacks automatically: Respond to callback interactions.

October 4, 2023

Ringtone selection for call alerts
Agents can now select ringtones for their call alerts: Configure notifications.

September 6, 2023

WEM activity views
Agents can now access schedules, evaluations, and standalone gamification features via WEM activity views: WEM activity view in Genesys Cloud for Salesforce.

June 21, 2023

Auto answer enabled digital interactions
Administrators can enable auto answer for digital interactions that include messages and emails: Work with auto answer enabled digital interactions.

June 7, 2023

Client information in the embedded clients interaction window
Administrators can now configure the display conversation information in the interaction window: Interaction window in embedded clients.

May 31, 2023

Language support for Portuguese (Portugal)
Ringer volume control
Agents can now control ringer volume of interactions that alert when you are not on call: Configure notifications.

April 26, 2023

Information warning added for enabling server-side logging option
Disclaimer message displays when the administrator selects the Enable Server-Side Logging option while configuring the call center settings: Configure call center settings.

March 15, 2023

Select or deselect all queues option
Agents can now select all or deselect all queues from the Active Queues and Available Queues list in Queue Activation: Queue activation.
Time-boxed and Agent Requested after call work options
Administrators can set the after call work timeout settings for all digital channels including voice, email, chat, message, and callback, and agents can initiate after call work as needed for ACD interactions that are not automatically assigned after call work: Wrap up an interaction and Call controls.
Set up test data for testing external routing package
Updated documentation for how to set up the test data for testing the Genesys Cloud for Salesforce External Routing package: Resolve unit test failures for Genesys Cloud for Salesforce External routing package.

February 22, 2023

Retrieve Salesforce record types
Bug fix for retrieving Salesforce record types that are associated with the interaction logs. This bug fix requires administrators to update the managed package.

December 14, 2022

Availability of Agent Assist option
Agents can now access Genesys Agent Assist from the embedded interaction window if Agent Assist is set up in their organization. For more information, see About Genesys Agent Assist.

November 16, 2022

Add association to interaction logs
The integration exposes the ability to add new contact or relation association to interaction logs: Events in Salesforce.

August 17, 2022

Take ownership of scheduled callbacks
Agents can now take ownership of scheduled callbacks for voice interactions: Schedule a callback.

August 10, 2022

Americas (Sao Paulo) region
Administrators can now select Sao Paulo as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

August 3, 2022

Prevent inactivity timeout
Administrators can now select the option to avoid inactivity timeout in Genesys Cloud while the agent is active in Salesforce: Configure call center settings.

June 8, 2022

Flow builder
Updated the documentation for using Flow Builder for routing Salesforce emails: Use Flow Builder to route Salesforce emails.

June 2, 2022

Create conference client action for Salesforce Classic console
The integration exposes the ability to create conference from multiple interactions in Salesforce Classic console: Events in Salesforce.

April 27, 2022

External routing of Salesforce chats
Updated modified package location: Install and configure the Genesys Cloud for Salesforce External Routing package.
Interaction attribute for participant type in an interaction
Administrators can now use the interaction attribute Interaction.ParticipantPurpose to define the participant type in an interaction: Synchronize interaction attributes with Salesforce activity records and Customize interaction details.
Group voicemail and call back option
Agents can identify the group voicemail from the personal voicemail and have the option to call back the original caller from the voicemail options: Access personal and group voicemail.

March 15, 2022

Auto open client after-call work
Administrators can now select the option to automatically open the client for after-call work: Configure call center settings.
Create conference client action
The integration exposes the ability to create conference from multiple interactions: Events in Salesforce.
Remote site settings
Additional remote site settings for voice transcripts are defined for different regions: Remote site settings for Genesys Cloud for Salesforce.
messageUpdate state
New notification status to support messages: Events in Salesforce.

February 9, 2022

External routing of Salesforce chats
Updated documentation about how to update the package: Install and configure the Genesys Cloud for Salesforce External Routing package.
Custom attributes for external routing request
Administrators can now add the custom attributes for external routing conversation: Configure external routing of Salesforce chats.

December 15, 2021

External routing of Salesforce chats through Genesys Cloud
Administrators can now route Salesforce Omni-Channel chats using Genesys Cloud ACD routing: Install and configure the Genesys Cloud for Salesforce External Routing package and Configure external routing of Salesforce chats.

November 17, 2021

Call transcription value
Developers can now use the subscribe action to receive messages for client events and the CLIENT_EVENT event that details the subscribed messages: Events in Salesforce.

Genesys Cloud Sites in campaign settings
Administrators can now select the sites in campaign setting to route calls: Configure Genesys Cloud campaign setting information.

Create call transcript
Administrators can now collect the voice transcript data of a conversation in Genesys Cloud for Salesforce client using the SDK: Use the SDK to create voice transcript in Genesys Cloud for Salesforce.

August 11, 2021

Genesys Cloud web messaging
The integration now supports Genesys Cloud web messaging: About messages and Migrate from chat to Genesys Cloud web messaging.

July 14, 2021

PATCH support in the Genesys Cloud for Salesforce SDK
Developers can now use a PATCH method with the Genesys Cloud Platform APIs: Use the SDK to call the Genesys Cloud Platform API.
Message transcripts
Interaction attribute Interaction.Transcript allows addition of message transcripts to Salesforce activity records: Synchronize interaction attributes with Salesforce activity records.

May 26, 2021

Custom interaction attributes
Administrators can now add custom interaction attributes to events in Salesforce: Configure client events.

April 14, 2021

Asia Pacific (Mumbai) region
Administrators can now select Mumbai as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

March 24, 2021

Example solutions
Added documentation for CTI events and SDK examples: Example solutions for Genesys Cloud for Salesforce.

March 17, 2021

Genesys Cloud for Salesforce SDK DNC List Blueprint
A Genesys Cloud Developer Blueprint now illustrates how to use the Genesys Cloud for Salesforce SDK to add the primary phone number of a Salesforce Contact to a Genesys Cloud Do Not Contact (DNC) list: Update a Genesys Cloud Do Not Contact list with the Genesys Cloud for Salesforce SDK.

February 10, 2021

Interaction attribute for User to User Information
Administrators can now use the interaction attribute call.UUIData to add data received from inbound calls or sent with outbound calls to activity records, call logs, or interaction details: Synchronize interaction attributes with Salesforce activity records and Customize interaction details.
Basic interaction controls in system notifications (Chrome and Edge browsers only)
Agents that use Chrome or Edge browsers can now pick up or disconnect alerting interactions from system notifications: Configure notifications.
Settings in the WebRTC Phone window
The WebRTC phone settings can now be accessed through the WebRTC Phone window. Previously, the settings were only accessible through the client: Browser window for WebRTC phones and Change your WebRTC phone settings.
Ringer setting for WebRTC phones
Agents can now configure which speakers the ringer uses: Log in to the client, Select a phone, and Change your WebRTC phone settings.
Agent-owned records for preview campaigns
Administrators can now create agent-owned outbound dialing records using information in Salesforce: Agent-owned records for preview campaigns.
Configurable call controls
Administrators can now select which call controls appear in the client and the order in which they appear: Configure call controls.
Contact list sync job configuration
Administrators can now configure contact list sync operations to improve performance and account for Salesforce or Genesys Cloud limits: Configure Genesys Cloud contact list sync job.

December 16, 2020

Hold timer
Administrators can now use the interaction attribute Interaction.HoldTime to display the current hold duration: Customize interaction details.

December 9, 2020

Volume control for alerting interactions
Agents can now control the ringer volume of interactions that alert when they are connected to a call or callback interaction: Configure notifications.

December 2, 2020

Customer journey data
Administrators can now configure Genesys Cloud for Salesforce to display customer journey data in Salesforce Lightning Experience: Customer journey in the Genesys Cloud embedded clients.

November 25, 2020

FAQ about running Genesys Cloud for Salesforce in multiple browser tabs
Added FAQ about limitations and requirements when running Genesys Cloud for Salesforce in multiple browser tabs: Can I run Genesys Cloud for Salesforce in multiple browser tabs?.

November 11, 2020

Example for the Genesys Cloud for Salesforce SaveLog extension point
Developers can use example code in GitHub to save an interaction log to a record type with an extension point in Salesforce: Genesys Cloud for Salesforce SDK CTI extensions (GitHub).

October 14, 2020

Access to Apex classes update
Added purecloud.RecordService to the list of Apex classes that require access to be granted through a permission set in Salesforce: Administrator requirements for the Genesys Cloud embedded clients.

September 23, 2020

Programmatic transfer to IVR flows
The integration now exposes the ability to transfer interactions to non-secure and secure IVR flows with the changestate and Interaction.updateState actions: Events in Salesforce.

September 16, 2020

Training videos
Added video about routing Salesforce emails through the client: Training videos.

September 9, 2020

FAQ about multiple Genesys Cloud and Salesforce organizations
Added FAQ about limitations when running multiple Genesys Cloud and Salesforce organizations: Special considerations about running multiple Genesys Cloud and Salesforce organizations.

August 26, 2020

Lightning Message Channel
The integration now exposes custom client events in Lighting Experience that use Lighting Message Service (LMS): Events in Salesforce.
Developers can use example code and applications in the PureCloud for Salesforce Example and PureCloud for Salesforce Einstein repositories in GitHub with LMS: Events in Salesforce Lightning App (GitHub) and PureCloud for Salesforce Einstein Example (GitHub).

Genesys Cloud for Salesforce SDK
Developers can access the Genesys Cloud Platform APIs and generate diagnostic logs with the SDK: SDK in Genesys Cloud for Salesforce.
Examples for the Genesys Cloud for Salesforce SDK
Developers can access the Genesys Cloud Platform API directly from their Salesforce environment. Examples are provided that use Apex code in GitHub: Genesys Cloud for Salesforce SDK Examples (GitHub).
Genesys Cloud for Salesforce extension points
Developers can customize click-to-dial, screen pop, and saving interaction logs in Genesys Cloud for Salesforce with extension points: Extension points in Genesys Cloud for Salesforce.
Logging level enhancements
Administrators can now configure logging to return WARN or INFO logs: Diagnostic logs in Salesforce.

July 15, 2020

Status timer
A status timer now displays how long a user has been in a particular status: Status timer.

July 8, 2020

Programmatic transfer of interactions
The integration now exposes the ability to blind, consult, and conclude transfer interactions with the changestate and Interaction.updateState actions: Events in Salesforce.
Scheduling a callback on callback interactions enhancement
Agents can now disconnect callback interactions after they schedule a follow-up callback. Previously, agents could not disconnect a callback interaction until they placed a call: Respond to a callback interaction.

June 3, 2020

Interaction attributes for start, connected, and disconnected times
Administrators can now use the interaction attributes Interaction.StartTime, Salesforce.ConnectedTime, and Salesforce.DisconnectedTime to indicate in Salesforce activity records when the first participant joined, or when an agent was connected to or disconnected from an interaction: Synchronize interaction attributes with Salesforce activity records.

May 27, 2020

Campaign management permissions
Updated documentation with access level and field-level security requirements for objects and fields: Campaign management permissions.

May 13, 2020

Agent performance statistics for callback interactions
Added agent performance statistics for callback interactions: View agent performance statistics.
Script support for all queue chats, emails, and messages
Scripts are now available on all chat, email, or message interactions to or from a queue: Scripts.
High Velocity Sales with wrap-up codes
The integration now saves the wrap-up code as the High Velocity Sales call result: High Velocity Sales with Genesys Cloud for Salesforce overview.

April 29, 2020

Americas (Canada), Asia Pacific (Seoul), and EMEA (London) regions
Administrators can now select Canada, Seoul, or London as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

March 25, 2020

New record screen pops in Lightning Experience
Updated documentation about new record screen pop in Lightning Experience: Format Salesforce URL for new record screen pop.

March 18, 2020

Events for custom attributes in Salesforce
The integration now exposes the ability to add custom attributes in Salesforce Classic console and Lightning Experience: Events in Salesforce.

March 11, 2020

Access to Apex class purecloud.PCInteractionUtilityController
Any administrators who currently grant access to Apex classes through a permission set in Salesforce and use GenesysCloudInteractionUtility in Lightning Experience must add this Apex class: Administrator requirements for the Genesys Cloud embedded clients.

February 26, 2020

Disconnect on Tab Close setting
Administrators can now configure the integration to disconnect interactions in the client when agents close tabs in Salesforce that are associated with the interactions: Configure call center settings.

February 12, 2020

Time off requests
Agents can view notifications about their time off requests in the client: Access schedule notifications.

January 29, 2020

Agent schedule view
Agents can view their schedule in the client: View your schedule.
Internet Explorer 11 support removal
Removed support for Internet Explorer 11.
Safari support removal
Removed support for Safari.

January 15, 2020

Interaction attribute for total time in IVR
Administrators can now use the interaction attribute Interaction.TotalIvrTime to indicate in Salesforce activity records how long an interaction spent in the IVR before being connected to an agent: Synchronize interaction attributes with Salesforce activity records.
Interaction attribute for total time in ACD
Administrators can now use the interaction attribute Interaction.TotalAcdTime to indicate in Salesforce activity records how long an interaction spent being routed to an agent: Synchronize interaction attributes with Salesforce activity records.
Training videos
Replaced training videos with updated videos about call logging, screen pop, and workspace transfer: Training videos.

January 8, 2020

callbackCallEnded interaction event notification
Developers can subscribe to an interaction event to be notified when a call placed for a callback interaction ends: Events in Salesforce.

December 18, 2019

Shift trade requests
Agents and administrators can view notifications for shift trade requests in the client: Access schedule notifications.

November 13, 2019

Call history
Agents can view their call history in the client: Access call history and Configure call center settings.
Evaluations
Agents can view notifications for released evaluations and quality evaluators can view notifications for interaction evaluations in the client: Access evaluations.
Events for interaction state changes in Salesforce
The integration now listens for events to update interaction state changes in Salesforce: Events in Salesforce.
Example code and applications for user status and interaction state actions
Developers can use example code and applications in the PureCloud for Salesforce Example repository in GitHub to explore user status and interaction state actions: Events in Salesforce Classic Console App (GitHub) and Events in Salesforce Lightning App (GitHub).

October 30, 2019

WhatsApp interaction support
The integration now routes inbound WhatsApp interactions: About messages.

October 23, 2019

US West region
Administrators can now select US West (Oregon) as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

October 16, 2019

OAuth client permissions for Campaign Management
Updated documentation with Division permission for Campaign Management: OAuth client permissions.

October 9, 2019

Search configuration for external contacts
Administrators can now control whether the integration returns external contacts from their Genesys Cloud organization when agents search before transferring interactions or making calls: Configure search in Salesforce.
Personal voicemail inbox
Users can quickly see if they received new personal voicemail and easily access their voicemail from the client: Access personal voicemail.
Access token expiration
The client now alerts logged-in users 30 minutes before an access token (session) expires, unless the user logged in less than 30 minutes earlier: Log in to the client.

September 18, 2019

Interaction attribute for internal calls
Administrators can now use the interaction attribute Call.Internal to indicate in Salesforce activity records whether a call is internal: Synchronize interaction attributes with Salesforce activity records.
Auto assign email owner
Administrators can now configure the integration to automatically assign the case owner of routed emails to the agent who picks up the interaction: Configure call center settings.
Integration with High Velocity Sales
Administrators can now configure the integration to automate the progress of sales cadence steps when using the Salesforce High Velocity Sales app in Lightning Experience: Configure call center settings.

July 31, 2019

Expand chat notification
Administrators can now configure Genesys Cloud for Salesforce to amend the chat notification payload with message content: Configure call center settings.
Salesforce Knowledge integration
Developers can set up and train Salesforce Einstein to return knowledge base articles based on chat messages from end users: PureCloud for Salesforce Einstein Example (GitHub).

June 19, 2019

Contact list columns in activity records and interaction details
Administrators can now map columns in contact lists to Salesforce activity records or display data from contact lists in interaction details: Synchronize interaction attributes with Salesforce activity records and Customize interaction details.
Additional interaction attributes for click-to-dial
Administrators can now customize click-to-dial interactions to show additional attributes such as callerId, callerIdName, and interactionType: Create click-to-dial on custom Visualforce pages.

May 15, 2019

Contact list column management
Administrators can now associate fields on campaign member records in Salesforce with columns on contact lists in Genesys Cloud: Configure contact list columns and Configure contact list column management.
Out of adherence notification
The client now notifies agents when their status does not match their scheduled activity: Out of adherence.

April 24, 2019

Advanced microphone settings for WebRTC phones
Agents can now configure microphone settings in the client that may affect sound processing and audio quality: Configure advanced microphone settings for WebRTC phones.

April 10, 2019

Events in Lightning Experience
The integration now exposes custom client events in Lightning Experience: Events in Salesforce.

March 13, 2019

Campaign priority setting
Administrators can set the priority on a campaign to ensure that Genesys Cloud places calls from campaigns with higher priority before campaigns with lower priority: Configure page layout settings for campaigns and campaign members.
Access control for campaigns
Administrators can now configure in Salesforce which division a campaign is associated with: Retrieve Genesys Cloud campaign options and Configure Genesys Cloud campaign setting information.
Link to interaction details in Genesys Cloud with interaction attribute
Administrators can now configure the integration to display links to interaction details in Genesys Cloud on Salesforce activity records by mapping the interaction attribute Interaction.Url to an activity custom field in Salesforce: Synchronize interaction attributes with Salesforce activity records.

January 16, 2019

Agents without phones
Agents can now log in without first selecting a phone: Log in to the client.
Outbound SMS message support
Agents can now send SMS messages on behalf of queues. Administrators can configure the default country code used for these SMS messages: Send an SMS message and Configure country codes.
Consolidation of settings in the client menu
The Click-to-Dial and On Behalf of Queue settings now consolidated under Queue. The WebRTC Settings name abbreviated to WebRTC: Settings in the client menu.

December 19, 2018

Manage Genesys Cloud embedding
Administrators can restrict the embedding of Genesys Cloud as an iframe in third-party applications but add domains for the Genesys Cloud embedded clients to an allowlist: Manage Genesys Cloud embedding with Genesys Cloud embedded clients.

December 12, 2018

Chrome autoplay policy changes and audio playback
Added documentation about Chrome’s autoplay policy changes that affect audio playback: Chrome autoplay policy changes.

November 14, 2018

Notifications setting
Agents can configure the client to show notifications outside the client when interactions alert: Configure notifications.
Phone configuration for campaign management
The integration now allows administrators to configure multiple phone types for campaign management and to specify which phone types to use in campaign settings: Configure phone types and Configure phone type management.
Salesforce tab and client interaction sync
Administrators can now configure the integration to sync primary tabs in Salesforce with interactions in the client. Available in Salesforce console apps in both Classic and Lightning Experience: Configure call center settings.

October 31, 2018

Flag problematic calls
Agents can now flag calls and ACD voice interactions that have voice quality issues, such as deteriorated audio, unexpected disconnections, incomplete connections, and failed transfers: Call controls.

October 17, 2018

Salesforce Winter ’19 Apex class access
Starting with Salesforce Winter ’19, administrators must grant users of new Salesforce organizations access to Apex classes: Administrator requirements.

September 12, 2018

Build 1.0.2525

Facebook, LINE, and Twitter interaction support
The integration now routes inbound Facebook, LINE, and Twitter interactions: About messages.
Omni-Channel sync enhancements
Added settings to sync statuses when agents are working on items in Salesforce Omni-Channel and Genesys Cloud for Salesforce: Configure Omni-Channel sync and How to use Omni-Channel sync.
Dedicated login window
Administrators can now configure the integration to use a separate login window for login providers that do not work in embedded windows: Configure call center settings.
Out of Office scheduling
Agents can now schedule Out of Office dates and times from the client: Change your status.
Timer for non-time-boxed after-call work
Timer added to the Wrap-up window to show the amount of time spent on non-time-boxed after-call work: Wrap up an interaction.

August 29, 2018

Build 1.0.2503

Caller ID support for outbound calls
Administrators can now configure the integration to send caller ID information on outbound calls through agent input or global configuration: Make a call and Configure caller ID.

July 4, 2018

Build 1.0.2458

Workspace transfer and Omni-Channel sync in Lightning Experience
The integration now supports workspace transfer and Omni-Channel sync in Lightning apps with console navigation: Workspace transfers and Salesforce Omni-Channel.

June 20, 2018

Build 1.0.2451

Interaction details for messages
Administrators can now customize the attributes that display on message interactions: Customize interaction attributes.
Interaction statistics during search
Updated the interaction statistics that the integration shows during search when transferring interactions or making calls to people or queues. Changed from the numbers of individual media types to the total number of interactions that a person or queue is handling: Blind transfer an interaction, Consult transfer a call, and Make a call.
Route Salesforce emails to Architect flows
Administrators can now route Salesforce emails to an Architect flow by using Process Builder or by accessing our SDK: Use Process Builder to route Salesforce emails and Use the SDK to route Salesforce emails.

June 6, 2018

Build 1.0.2424

Preview timer
Added timer to preview outbound dialing interactions.
Agent performance statistics for message interactions
Added agent performance statistics for message interactions: View agent performance statistics.
Content list
Added list of all Genesys Cloud for Salesforce articles for easy reference: Genesys Cloud for Salesforce content list.

May 16, 2018

Build 1.0.2401

Search configuration
Administrators can now control whether the integration returns people from their Genesys Cloud organization, queues from their Genesys Cloud organization, or people from their Salesforce organization when agents search before transferring interactions or making calls: Configure search.

May 9, 2018

Build 1.0.2384

Outbound email support
Agents can now send emails on behalf of queues: Send an email.

May 2, 2018

Build 1.0.2377

Scheduled callbacks
Agents can now schedule callbacks for voice interactions: Schedule a callback.
EU (Frankfurt) region
Administrators can now select Frankfurt as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Salesforce results in search
Administrators can now configure Salesforce to return phone numbers from various objects: Configure search. After configuration, agents can transfer interactions in the client to contacts in their Salesforce organization: Transfers.
Email interaction statistics during search
The integration now shows the number of email interactions being handled when transferring interactions or making calls to people or queues: Blind transfer an interaction, Consult transfer a call, and Make a call.

April 4, 2018

Build 1.0.2349

Embedded interaction window
Added support for using embedded interaction windows in Lightning Experience for scripts, chats, emails, and SMS messages: Add an embedded interaction window.

March 28, 2018

Build 1.0.2339

ACD voicemail interaction support
Added ability to route ACD voicemail interactions: About ACD voicemail.

March 21, 2018

Managed package 2.26

Campaign management
The integration allows administrators to create, manage, and view Genesys Cloud outbound dialing campaigns in Salesforce: About Campaign Management.

March 14, 2018

Build 1.0.2322

SMS interaction support
Added ability to route inbound SMS interactions: About messages.
Lightning Experience
Removed information about click-to-dial limitation because Lightning Experience Spring 18 supports click-to-dial on custom pages: Lightning Experience.

January 24, 2018

WebRTC phones default behavior
Updated documentation about WebRTC phones default behavior: Change your WebRTC phone settings.
WebRTC phone audio in Chrome
Added documentation about audio problems with WebRTC phones in Chrome: Audio issues with WebRTC phones.

December 5, 2017

Lightning Experience
Added information about screen pop and Lightning Service Console limitations: Lightning Experience.

November 7, 2017

Build 1.0.2273

Co-browse for calls and chats
Agents can browse the customer’s view of a webpage and collaborate with the customer using annotations and page control during call and chat interactions: Co-browse.
Screen share for calls and chats
Agents can view the customer’s desktop or application during call and chat interactions: Use screen share.

September 26, 2017

Build 1.0.2262

Free seating enforcement
Chat transcripts
Interaction attribute allows addition of chat transcripts to Salesforce activity records: Synchronize interaction attributes with Salesforce activity records.
Persistent connection for WebRTC phones
Establishes an open connection between the integration and WebRTC phones to speed up call handling: Persistent connection.
Branding updates
Bug fixes

August 29, 2017

Build 1.0.2224

Time-boxed after-call work
Timer added to Wrap-up window for time-boxed after-call work on voice interactions: Wrap up an interaction.
Wrap-up window change for callbacks
Changed when the Wrap-up window automatically opens for wrap-up code selection to match Genesys Cloud behavior: Respond to callback interactions.
Interaction log saving error
Updated error message about interaction logs not saving due to a Salesforce error: Failed to save interaction log.
On Queue placement in status list
On Queue status moved to the top of the status list: Client interface.
Script support for all queue calls
Scripts are now available on all call interactions to or from a queue (inbound calls, callbacks, outbound dialing): Scripts.

August 23, 2017

Managed package 2.22

New company logo
Company logo updated throughout the integration.

August 2, 2017

Managed package 2.21

Routing of Salesforce emails
Added ability to route Salesforce emails that are received through the Email-to-Case functionality by using Process Builder or by accessing our SDK: About Routing of Salesforce Emails.

July 18, 2017

Build 1.0.2218

Microsoft Edge support
Updated the list of supported Internet browsers: Browser requirements and Administrator requirements.
Server-side logging
Added setting to enable server-side logging for Customer Care access: Configure call center settings.
Client visibility in Service Cloud
The client in Service Cloud now automatically opens when an interaction alerts: Access the client.

July 10, 2017

Build 1.0.2215

Bug fixes

June 12, 2017

Build 1.0.2204

Bug fixes

June 7, 2017

Build 1.0.2192

Queue statistics
Updated interface shows all media types for Waiting statistic when making or transferring a call: Make a call.
Lightning Experience fix
Implemented fix for interaction log limitation in Lightning Experience and removed limitation from documentation: Lightning Experience
Bug fixes

May 2, 2017

Build 1.0.2171

Training videos
Added Quick Start video and videos about screen pop and interaction logging: Training videos.
Bug fixes

April 26, 2017

Managed package
Updated the instructions about which users to install the managed package for and situations that require special access: Install or upgrade the managed package.
Tip: Genesys recommends that you review the updated instructions.

April 5, 2017

Build 1.0.2154

Email interaction support
Added ability to route email interactions: Respond to email interactions.
Lightning Experience
Updated steps and link to Salesforce documentation under Lightning apps setup: Lightning Experience.
Phone logged out warning
Added section about warning message that appears when logging out of Genesys Cloud in the middle of an interaction in the client: Troubleshoot.
Bug fixes

Note: You must be on the latest version of the Genesys Cloud for Salesforce managed package to take advantage of at least one of these features. See for details.

March 1, 2017

Build 1.0.2143

Ringing setting
Added setting to mute ringing in the client when interactions alert: Configure notifications.
Agent performance statistics
Added ability for agents to see real-time statistics by interaction type: View agent performance statistics.

February 1, 2017

Build 1.0.2139

Chat interaction support
Added ability to route chat interactions: Respond to chat interactions.
Omni-Channel status sync
Added settings for syncing statuses between Omni-Channel and Genesys Cloud for Salesforce: Salesforce Omni-Channel.
Bug fixes

January 23, 2017

Build 1.0.2124

Call forwarding
Added ability to set call forwarding and see when call forwarding is enabled: Call forwarding.
Safari support
Added Safari to the list of supported browsers: Administrator requirements.
On Behalf of Queue settings
Added setting to configure queue selection to persist for multiple calls on behalf of queues: Make a call.

Microphones for WebRTC phones in Firefox
Added information about microphone sharing requirement for Firefox users: Log in to the client.

December 20, 2016

Build 1.0.2106

Wrap-up window behavior
Window automatically opens after an interaction ends: Wrap up an interaction.
Make a call On Behalf of Queue text box
If agent is not a member of a queue, On Behalf of Queue text box does not appear in client: Make a call.
Screen pop by ANI for callbacks
Callback interactions screen pop based on ANI by default: Screen pop.
Optional wrap-up work check box
Removed check box from the Wrap-up window: Wrap up an interaction.
Lightning Experience setup
Added information about Lightning apps setup: Lightning Experience.
Troubleshoot screen pops
Added information about not receiving screen pops: Troubleshoot.
Placement of Pop WebRTC Phone window selection
Moved selection to bottom of WebRTC Settings window: Change your WebRTC phone settings.
Secure pause call control for recordings
Added secure pause call control to pause recordings: Call controls.

November 2, 2016

Build 1.0.2052

Support for Genesys Cloud for Salesforce for Lightning Experience.

Note: You must be on the latest version of the Genesys Cloud for Salesforce managed package to take advantage of this feature. See for details.

October 24, 2016

Build 1.0.2052

Auto associates workspace transfer.
Bug fixes.

September 28, 2016

Build 1.0.2026

Auto answer support for WebRTC phones.

September 26, 2016

Build 1.0.2022

WebRTC window configurable as separate window or embedded in the client.
Bug fixes.

September 19, 2016

WebRTC phone implementation with troubleshooting support.

September 9, 2016

Build 1.0.2006

Bug fixes.

September 6, 2016

Build 1.0.1997

Queue statistics updated with EWT (estimated wait time).
Bug fixes.

August 25, 2016

Build 1.0.1987

Japanese language support.
Bug fixes.

August 5, 2016

Build 1.0.1969

Outbound dialing functionality.
Script support for outbound dialing.
Language support for Brazilian Portuguese.
Bug fixes.

Note: You must be on the latest version of the Genesys Cloud for Salesforce managed package to take advantage of these features. See for details.

July 26, 2016

Build 1.0.1955

Callback support.
Supports Salesforce console events for secondary statuses.
Bug fixes.

July 7, 2016

Build 1.0.1937

Bug fixes.

June 17, 2016

Build 1.0.1919

Supports Salesforce console events for logout.
Automatically selects default station on login.
Bug fixes.

May 19, 2016

Build 1.0.1844.1

Additional status support (pending platform availability of new statuses).
Queue activation support.
Dialpad call control for DTMF support.
Single sign-on identity provider functionality.
Bug fixes.

April 15, 2016

Build 1.0.1765

Bug fixes.

March 31, 2016

Build 1.0.1723

Updated permission requirements in Genesys Cloud on Administrator requirements page.
Filters search results by People or Queue.
Advanced activity management attributes Salesforce.ParticipantId and Salesforce.WrapUpCode added.
Supports Salesforce console events for status changes and call activities.
Instructions for creating links in Salesforce to recordings in Genesys Cloud.
Bug fixes.

Note: You must be on the latest version of the Genesys Cloud for Salesforce managed package to take advantage of these features. See for details.

March 17, 2016

Build 1.0.1682

Performs consult transfer.
Drag and drop interactions to create conference calls.
Shows the length of time a call is connected in display of interaction details.
Client rings when alerting.
Bug fixes.

March 3, 2016

Build 1.0.1648

Transfers workspace when performing transfer.
Additional advanced activity attribute (call duration and after-call time) mapping to map interaction attributes to Salesforce attributes.
Enhanced screen pop from ANI functionality by customizing country codes to remove before the integration searches Salesforce for the ANI.
Bug fixes.

February 18, 2016

Build 1.0.1622

Supports person accounts.
Supports multiple regions.
Make call on behalf of queue.
Auto associates who and what on custom click-to-dial.
Type ahead search for users and queues when placing or transferring calls.
Stats on queues before placing or transferring call to queue.
Advanced activity attribute mapping to map interaction attributes to Salesforce attributes.
Customize display of interaction details.
Bug fixes.

Note: You must be on the latest version of the Genesys Cloud for Salesforce managed package to take advantage of these features. See for details.

February 4, 2016

Build 1.0.1568

Call center settings moved from the call center definition to a separate configuration page. See one-time upgrade instructions to use this new configuration.
Bug fixes.

Note: You must be on the latest version of the Genesys Cloud for Salesforce managed package to take advantage of these features. See for details.

January 7, 2016

Build 1.0.1507

License check for the integration enabled in Genesys Cloud.
Option to enable or disable interaction logs.

December 8, 2015

Build 1.0.1399

Supports OAuth 2.0, the authentication protocol used in Genesys Cloud.
Double-click a disconnected interaction to redial.

November 19, 2015

Build 1.0.1390

Support agents on queue, including graceful return to queue or exit from queue when not responding.
After-call work of wrap-up categories and notes.

November 13, 2015

Build 1.0.1320

Record a call.
Auto-associate Salesforce record to interaction log for click-to-dial.

August 14, 2015

Build 1.0.1101

Screen pop for the custom interaction attributes SF_UrlPop and SF_SearchValue.
Initial release of Genesys Cloud for Salesforce. Includes support for basic call controls, agent statuses, call logs, screen pop, and click-to-dial.

[NEXT] Was this article helpful?

Get user feedback about articles.