Limitations with CX Cloud from Genesys and Salesforce

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Genesys Cloud integration with Salesforce for CX Cloud provides comprehensive customer experience management functionality with several important configuration considerations and operational limitations. Salesforce Shield-enabled organizations are supported when using the Digital and AI package as a standalone option. Administrators can configure three agent login options within the Omni-Channel console: automatic login, warning popup, or no automatic login. The auto answer feature should be replaced with Salesforce's "Automatically accept work requests" option in Presence Configurations to ensure proper functionality. Several functional limitations exist within this integration environment. Broadcast ring groups are not natively supported in Salesforce, with each alerted agent receiving individual VoiceCall records rather than shared ones. Multiparty calls must be initiated and maintained within Service Cloud Voice, with only the call initiator authorized to add participants through the Add User function. Salesforce enforces a maximum of six participants per call through its user interface, while Genesys Cloud does not enforce this restriction, potentially causing newly added participants to display only after existing participants disconnect. Organizations implementing this integration should disable the login confirmation prompt display when loading an Omni-Channel console and review complete Service Cloud Voice considerations in Salesforce documentation to ensure smooth and fully compatible integration. Comprehensive resources are available including detailed CX Cloud information, implementation guidance for package installation, integration requirements, user assignment configurations, and campaign management features. Additional documentation addresses integration limitations, release notes, and frequently asked questions regarding dual integration scenarios. Community support is available for additional assistance, and users can provide feedback on documentation through structured mechanisms that capture user role and specific improvement suggestions.

When setting up the contact center, consider the following limitations with CX Cloud from Genesys and Salesforce:

Recommended to disable the display of login confirmation when loading a console with Omni-channel.
1. From Setup in Salesforce, search for Omni-Channel Settings in the Quick Find box and select Omni-Channel Settings.
2. Select one of the options as desired:
  - Automatically log agents in to Omni-Channel in the new window or tab
  - Warn agents in a popup that open tab-based work will be terminated.
  - Don’t automatically log agents in to Omni-Channel on a new window or tab
  For more information, see Enable and Configure Omni-Channel in the Salesforce documentation.
3. Click Save.

Salesforce does not natively support broadcast ring groups (Group Ring). In CX Cloud, each agent alerted in a broadcast ring group receives an individual VoiceCall record instead of a shared one.
Instead of the auto answer feature from Genesys Cloud, use the Automatically accept work requests option provided by Salesforce. For more information, see Create Presence Configurations in the Salesforce documentation.
Multiparty calls are managed within the Service Cloud Voice environment, and Salesforce imposes certain constraints on how participants are added and displayed. Consider the following when working with multiparty calls:
- For optimal performance, multiparty call must be initiated within the Service Cloud Voice and remain within the environment.
- Only the first agent who creates the multiparty call has permission to use the Add User function to add additional participants directly to the multiparty call.
- Salesforce enforces a maximum limit of six participants per call. The Service Cloud Voice user interface prevents users from adding participants beyond this limit; however, Genesys Cloud does not enforce this restriction. If more than six participants are active in the multiparty call, the integration will display a newly joined participant only after an existing participant disconnects.
- For limitations for multiparty calls in Salesforce, see Multiparty Calls and Consult Calls Limitations and Considerations in the Salesforce documentation.

Review the limitations described in the Salesforce documentation for Service Cloud Voice. For more information, see About CX Cloud from Genesys and Salesforce.

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