Customer journey in the Genesys Cloud embedded clients
AI-generated summary
Genesys Cloud embedded clients display real-time customer journey data for active interactions in Salesforce Lightning Experience. The customer journey widget can be added as a utility bar or embedded in record details pages to show journey data like events, outcomes, and segments. This provides agents visibility into the customer journey during interactions in Genesys Cloud for Salesforce. Key capabilities include displaying journey events, outcomes, and segments in real-time for the active interaction.
Note: This article applies to Genesys Cloud for Salesforce.
A Genesys Cloud organization with customer journey enabled.
The following permissions are required:
External Contacts > Session > View
Journey > Event > View
Journey > Event Type > View
Journey > Outcome > View
Journey > OutcomeScores > View
Journey > Segment > View
Journey > Session > View
Journey > Session Type > View
Routing > Wrap-up Code > View
Routing > Queue > Search
The Genesys Cloud for Salesforce integration displays customer journey data for an active interaction in the Salesforce Lightning Experience. To see this real-time customer journey data, add the customer journey widget anywhere that you can add a Lightning component: as a utility bar or embedded in a record details page.
Important: Although you can embed the customer journey widget on any record details page, the customer journey data is not historical data about that record. The data is real-time dynamic data for the active interaction in the client.
Note: Only one utility can be open at a time. If you want the client to remain open when you view the customer journey data, then either embed the data in a record details page or create a custom page that only contains the customer journey data.
From Setup in Salesforce, search for App Manager in the Quick Find box and select App Manager.
Edit an existing Lightning app. Click Arrow > Edit.
Under App Settings, click Utility Items.
Click Add Utility Item.
Select CustomerJourney.
Leave the default settings.
Select Start automatically.
Click Save.
The utility bar (CustomerJourney) now appears on the lower-left or lower-right corner of certain Lightning Experience pages.
Embed the customer journey data in the record details page. For more information, see Work with Custom Lighting Components in the Salesforce documentation.
Important: Any customer journey data embedded in a record details page is about the active interaction in the client and is not data about the record.
