Handle externally routed Salesforce messages - Genesys Cloud Resource Center
Handle externally routed Salesforce messages
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Genesys Cloud can route messaging sessions externally to Salesforce, allowing agents to respond through either a Lightning app or Omni-Channel. To initiate conversations, agents set their Omni-Channel status to Online, which automatically creates a work item and opens messaging in the Salesforce console. Interactions can be completed in either Salesforce or the Genesys Cloud client, but must be closed in Salesforce to prevent disconnection issues. Message transfers must be initiated from Salesforce rather than the client and route to queues rather than individual agents. When transferred interactions alert, agents can accept them to begin chatting in Genesys Cloud. Upon interaction completion, agents click Disconnect in the client or close the work item in Salesforce, triggering automatic disconnection and opening a wrap-up window where agents select a wrap-up code. Critical to workflow management is closing the interaction window in Salesforce; failure to do so prevents the client from disconnecting and blocks incoming message routing. This functionality applies specifically to Genesys Cloud for Salesforce implementations configured with external routing and messaging tools by administrators.
Note: This article applies to Genesys Cloud for Salesforce.
Your administrator can set up queues that are configured with an external routing implementation and messaging tools. If your queue uses external routing, the messaging session opens in the Salesforce console. The way that you respond and handle the message interaction is different from how you respond to message interactions in the client.
You can either use one of the following methods to start chatting with your customers:
Access Messaging through the Lightning app that the administrator has set up.
From Setup in Salesforce, click the App Launcher icon.
Click the app that contains the Messaging component.
Log in to Omni-channel to start chatting with the customers.
Set your status to On Queue in the client.
This action automatically updates the Omni-Channel status to Online in Salesforce.
Click Pick Up as the message interaction is alerting. The message interaction connects in the client. The Salesforce Omni-Channel automatically generates a work item and opens the messaging in the Salesforce console.
Continue and complete the message interaction.
To end the message interaction, click Disconnect in the client or close the work item directly in Salesforce. Either way, the client disconnects the interaction and the Omni-Channel closes the work item.
Note: Remember to close the interaction window in Salesforce. Otherwise, the client does not disconnect the interaction and cannot route any messages to you because apparently you are still working on the interaction.
You are disconnected from the message interaction and the Wrap-up window automatically opens. To complete wrap-up work, select a wrap-up code in the client and click Done.
Transfer the message interaction
If you need to transfer the message to a queue, you can do so from Salesforce. You cannot transfer an externally routed message from the client. For more information, see Transfer a Messaging Session in the Salesforce documentation.
When an agent in the other queue accepts the transfer, the Omni-Channel disconnects the work item automatically on your end.
Note: You cannot transfer an externally routed messages to another agent but you can transfer to another queue.
Accept a message
When an agent transfers a message interaction and you receive it, the client alerts the incoming interaction as the Salesforce work item. You can accept the incoming message alert to start the conversation.