Scripts in CX Cloud from Genesys and Salesforce

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Genesys Cloud scripts provide agents with guided workflows that ensure consistent customer interactions and efficient handling of calls and other interactions. Scripts dynamically adapt based on customer data and interaction context to deliver personalized and effective service. The Scripter gadget integrates into the Voice Call record page through the Genesys Cloud CX Embeddable component. When migrating scripts from Genesys Cloud to Salesforce, administrators must review all scripts as certain actions function differently between platforms. Specifically, Genesys Cloud scripts that invoke transfers or trigger Architect flows to transfer bypass the transfer API and do not function in Salesforce; agents must instead use Salesforce Omni-Channel controls to manage transfers, as Omni-Channel controls the interaction in CX Cloud. Consultation with a solution consultant is recommended to ensure scripts are fully supported in the Salesforce environment. The Scripter gadget requires the "Scripter > Published Scripts – View" permission to access.

PrerequisitesClick to expand

Genesys Cloud scripts provide agents with guided workflows that ensure consistent customer interactions and efficient handling of calls and other interactions. They can dynamically adapt based on customer data and interaction context, leading to personalized and effective service.

Add the Scripter gadget to the Voice Call record page from the Genesys Cloud CX Embeddable component. For more information, see Configure Genesys Cloud CX Embeddable Component for Scripter.

Ensure to take care of the following recommendations when handling scripts:

When you migrate scripts from Genesys Cloud to Salesforce, review all scripts because some actions do not function the same way in Salesforce. In CX Cloud, Salesforce Omni-Channel controls the interaction. As a result, Genesys Cloud scripts that invoke transfers (or trigger Architect flows to transfer) bypass the transfer API between Genesys Cloud and Salesforce and do not work. Agents must use Salesforce Omni-Channel controls to transfer interactions.
Consult with a solution consultant to ensure that your scripts are fully supported in the Salesforce environment.

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