Genesys Cloud's presence user and routing configurations provide a comprehensive system for managing agent capacity and directing conversations across multiple channels. Presence user configurations establish concurrent conversation limits for agents—for example, allowing 10 agents to each handle five messaging conversations simultaneously with a capacity setting of 50—and include audio settings such as notification sounds for work requests and connection loss alerts. These configurations must be assigned to user profiles to enable automatic conversation answering functionality.
Routing configurations direct Experience and Email Experience objects through flows by specifying routing priority, selecting External Routing as the routing model, and defining capacity units at 5.00. The system supports channel-specific configurations, enabling different settings across messaging, voice, and email channels—such as enabling auto-answer for messaging while disabling it for emails, or applying distinct alert types and capacity limits per channel. Automatic answering functionality requires configuration in Salesforce rather than queue-level settings in Genesys Cloud, and only designated agents or profile members can automatically answer conversations. Implementation requires the CX Cloud, Digital and AI for Salesforce Service Cloud Voice package.
Genesys Cloud integrates a feedback mechanism into its documentation system that allows users to report content quality issues and submit constructive suggestions. The feedback form captures user role information—including Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support, or Other—and categorizes responses into issues such as inaccurate or incomplete content, outdated information, or unclear presentation, and positive feedback regarding task completion, clarity, and organization. Users can access community support for additional assistance and are directed to related documentation covering CX Cloud setup with Salesforce Service Cloud, voice and digital configuration, presence status management, external routing configuration, predictive routing permissions, and OpenFrame configuration in ServiceNow. Feedback submission requires user acknowledgment of the Genesys Cloud privacy policy to ensure compliance with data handling standards.
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.
A presence user configuration is required for agents handling Genesys Cloud messaging and emails and a routing configuration required for flows to route the Experience and Email Experience objects.
Set the capacity of your agents. For example, if you have 10 agents, and each agent can handle five messaging at the same time, then you can set the capacity at 50.
Create a presence user configuration
For Presence User configuration, set the capacity of your agents. For example, if you have 10 agents, and each agent can handle five messaging at the same time, then you can set the capacity at 50.
To create the presence user configuration:
On the Setup Home page, search for Presence Configurations in the Quick Find box and click Presence Configurations.
Click New.
Under the Basic Information section:
Enter the Presence Configuration Name.
Enter the Capacity of the agents.
Under the Audio Settings section:
Select the Play a notification sound for work requests option.
Choose Default as the Notification Sound.
Select the Play a notification sound if Omni Channel loses connection option. Click the image to enlarge.
Click Save.
After creating the presence user configuration, assign it to the agents or user profiles.
Notes:
If you want your agents to answer the conversations automatically, then configure the presence configuration in Salesforce and do not set the queue to auto-answer in Genesys Cloud. Only agents mentioned in this conversation or member of the profile mentioned in the presence configuration can automatically answer.
You can also use different configurations for messaging, voice, and email. Some configurations allow auto-answer for messaging, but not for emails. For example, the configurations can also use different alerts and capacities.
Create routing configuration
To create the routing configuration:
On the Setup Home page, search for Routing Configurations in the Quick Find box and click Routing Configurations.
Click New.
Under the Basic Information section, enter the Routing Configuration Name.
Under the Routing Settings section:
Enter 1 as the Routing Priority.
Choose External Routing as the Routing Model.
Under the Work Item Size section, enter 5.00 as the Unit of Capacity. Click the image to enlarge.