Create and assign presence statuses to user profiles

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Genesys Cloud integrates with Salesforce Service Cloud to provide comprehensive contact center and customer experience management capabilities through a structured setup process. The Genesys Cloud Resource Center provides detailed instructions for creating and assigning three essential presence statuses to user profiles: Available (Online status), Available on Queue (Online status), and Busy (Busy status). These statuses must be connected to Genesys Cloud service channels including Genesys Cloud Email, Genesys Cloud Messaging, Messaging, and Phone, and are configured through Salesforce's Setup Home by searching for Presence Statuses and selecting the relevant service channels. Once created, these statuses are assigned to agent user profiles by accessing individual profiles, enabling Service Presence Status Access, and adding the statuses to the Available Service Presence Statuses section. This configuration allows agents to manage their availability and set their presence status when processing customer interactions through Genesys Cloud channels. If presence statuses were previously created for contact center setup, existing statuses should be updated with new service channels rather than creating duplicates. The setup process also involves installing the CX Cloud, Digital and AI for Salesforce Service Cloud package, configuring external routing through the Genesys Cloud for Salesforce External Routing package, and creating contact centers within Salesforce Service Cloud. Key features include presence user and routing configurations, presence/status/activity indicators for monitoring agent availability, and the Status-Based Capacity Model option in Omni-Channel settings should remain disabled during configuration. Users can access additional support through community forums and related documentation covering CX Cloud integration, agent presence management, and Salesforce Service Cloud configuration.

Series: Set up CX Cloud, Digital and AI for Salesforce Service Cloud Voice

Previous suggested step: Assign field-level security

Next suggested step: Create presence user and routing configurations

In Salesforce, create presence statuses and assign them to the user profiles. Create the following presence statuses connected to the Genesys Cloud Messaging service channel:

Available
Available on Queue
Busy

Note: If you have already created the presence statuses for the , you do not need to create new presence statuses. Add the newly created service channels to the existing available statuses that you want your agents to use when they process messages.

Available presence statusClick to expand

To create the Available presence status:

On the Setup Home page, search for Presence Statuses in the Quick Find box and click Presence Statuses.
Click New.
Under the Basic Information section, enter the Status Name as Available .
Under the Status Options section, choose Online.
Under the Service Channels section, select the service channels, such as Genesys Cloud Email, Genesys Cloud Messaging, Messaging, and Phone in the Available Channels list.
Click Add to move the selected service channels to the Selected Channels list.
Click the image to enlarge.
Click Save.

Available on Queue service presence statusClick to expand

To create the Available on Queue service presence status:

On the Setup Home page, search for Presence Statuses in the Quick Find box and click Presence Statuses.
Click New.
Under the Basic Information section, enter the Status Name as Available on Queue.
Under the Status Options section, choose Online.
Under the Service Channels section, select the service channels, such as Genesys Cloud Email, Genesys Cloud Messaging, Messaging, and Phone in the Available Channels list.
Click Add to move the selected service channels to the Selected Channels list.
Click Save.

Busy presence statusClick to expand

Note: Do not enable Status-Based Capacity Model option in the Omni-Channel settings. For more information, see .

Assign service presence statuses to user profiles

To assign the service presence statuses to the user profiles:

On the Setup Home page, search for Profiles in the Quick Find box and click Profiles.
Click an agent profile to open its settings.
Note: Do not click the Edit link.
Click the Enable Service Presence Status Access link.
Click Edit.
Under the Available Service Presence Statuses, select the service presence statuses such as Available, Available on Queue, and Busy.
Click Add to add the selected service presence statuses to the user profile.
Click the image to enlarge.
Click Save.

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Create and assign presence statuses to user profiles

Series: Set up CX Cloud, Digital and AI for Salesforce Service Cloud Voice

Assign service presence statuses to user profiles

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