Genesys Cloud Messaging and Email Service Channels are created within Salesforce to route digital interactions to agents. The Genesys Cloud Messaging Service Channel connects to the Experience object, while the Genesys Cloud Email Service Channel connects to the EmailExperience object. Setup requires installing the CX Cloud, Digital and AI for Salesforce Service Cloud Voice package as a prerequisite. For Genesys Cloud Messaging, administrators configure the Service Channel by selecting Experience as the Salesforce Object and can enable optional features including automatic widget minimization when agents accept work and automatic work request acceptance. For Genesys Cloud Email, administrators create a separate Service Channel by selecting Email Experience as the Salesforce Object. These configurations enable presence-based routing and handling of Genesys Cloud chat and email interactions within the Salesforce Omni-Channel framework, facilitating agent assignment and interaction management across multiple digital channels.
Series: Set up CX Cloud, Digital and AI for Salesforce Service Cloud Voice
Install CX Cloud, Digital and AI for Salesforce Service Cloud Voice package.
Create two Service Channels:
Genesys Cloud Messaging called as Genesys Cloud Messaging and related to the Experience (genesysps__Experience__c) object.
Genesys Cloud Email Messaging called as Genesys Cloud Email and related to the Email Experience (genesysps__EmailExperience__c) object.
To create a Service Channel for Genesys Cloud Messaging:
On the Setup Home page, search for Service Channels in the Quick Find box and select Service Channels. The Service Channels page opens.
Click New.
Enter the Service Channel Name as Genesys Cloud Messaging.
Select Experience as the Salesforce Object.
To automatically minimize the Omni-Channel widget when the agent accepts work, enable the Minimize the Omni-Channel widget when work is accepted check box.
(Optional) To allow the agent to answer messaging conversations automatically, enable the Automatically accept work requests check box. On enabling, it configures all agents using this Service Channel. For more information, see Create presence user and routing configurations.
Click Save.
To create a Service Channel for Genesys Cloud Email Messaging:
On the Setup Home page, search for Service Channels in the Quick Find box and select Service Channels. The Service Channels page opens.
Click New.
Enter the Service Channel Name as Genesys Cloud Email.