How to use Omni-Channel sync

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Genesys Cloud's integration with Salesforce Omni-Channel provides comprehensive omni-channel synchronization and external routing capabilities that enable unified agent workload management across both platforms. The integration supports three primary work scenarios through configurable Mapped Status and Transition Status settings that control agent availability and work distribution. For agents working exclusively in one system, administrators configure Mapped Status to non-on-queue types such as Busy to prevent simultaneous availability across platforms. For agents operating in both systems simultaneously, Mapped Status is set to Available, allowing work receipt in either platform while blocking mechanisms prevent duplicate assignments. Transition Status settings manage status changes during work handling and transition periods between receiving new items. The integration enables key capabilities including screen pop with customer data, click-to-dial functionality, custom reporting, and unified customer views through synchronized data between platforms. External routing scenarios allow Salesforce chats to be routed through Genesys Cloud by configuring Omni-Channel status appropriately, with agents using "Ready for Work" status to indicate availability in configured Salesforce queues. Critical implementation restrictions include avoiding status configuration when handling Salesforce work items or interacting in Genesys Cloud, as this breaks external routing functionality, and preventing the combination of external routing with Salesforce queue-based routing in the same implementation. To prevent agents from simultaneously receiving both Genesys Cloud interactions and Salesforce work items, organizations should implement After Conversation Work (ACW) time in Salesforce with a minimum 10-second delay between assignments. These synchronized settings are essential for optimizing omnichannel routing and workload balancing while maintaining proper agent availability across both platforms.

Note: This article applies to Genesys Cloud for Salesforce.

Omni-Channel Sync Settings in Genesys Cloud for Salesforce allows you to control how your agents receive work in Salesforce Omni-Channel and Genesys Cloud for Salesforce. This article describes how to use Omni-Channel sync for these work scenarios:

You want agents to work in only Salesforce or Genesys Cloud.
You want agents to work in both Salesforce and Genesys Cloud.
You want agents to work in both Salesforce and Genesys Cloud with external routing configured.

Work in only Salesforce or Genesys Cloud

You do not want agents to be available for work in both products at the same time.

When agents are on queue in Genesys Cloud for Salesforce, you want them to appear as unavailable for work in Salesforce Omni-Channel. Then, when agents go off queue in Genesys Cloud for Salesforce, you want their status in Omni-Channel to change but not to an on queue-type status. You want your agents to have some transition time before receiving items in Omni-Channel.

In this scenario, under Mapped Status, select a non-on queue-type Omni-Channel Status (Busy) so that agents do not receive work in Salesforce. Then, under Transition Status, set the Omni-Channel and Genesys Cloud statuses (Transition and Available) to indicate the agents’ statuses when they leave the statuses under Mapped Status (Busy and On Queue).

Work in both Salesforce and Genesys Cloud

You want agents to be available for work in both products at the same time. But you want to block incoming work in one product when an agent is handling work in the other product.

When agents are on queue in Genesys Cloud for Salesforce, you want them to appear as available for work in Salesforce Omni-Channel, too. Then, when agents go off queue in Genesys Cloud for Salesforce, you want their status in Omni-Channel to change but not to an on queue-type status. You want your agents to have some transition time before receiving items in Omni-Channel. When an item comes in through one product, you want to block the other product from sending work.

In this scenario, under Mapped Status, select a Omni-Channel status (Available) that allows agents to receive work either in Omni-Channel or Genesys Cloud. Then, under Transition Status, set the Omni-Channel and Genesys Cloud statuses (Transition and Available) to indicate the agents’ statuses when they leave the statuses under Mapped Status (Available and On Queue) and when they are handling work items (Busy).

Work in both Salesforce and Genesys Cloud with external routing

When you configure external routing to route a Salesforce chat through Genesys Cloud, set up the Omni-Channel status. Agents use this status to indicate that they are ready to receive work in the Salesforce queue configured for external routing.

Note: Do not set any status for When handling a work item in Salesforce and While interacting in Genesys Cloud. The external routing does not work as intended when these statuses are set.

In this scenario, under Mapped Status, select an Omni-Channel status (Ready for Work) that allows agents to receive work either in Omni-Channel or Genesys Cloud. Then, under Transition Status, set the Omni-Channel and Genesys Cloud statuses (Away) to indicate the agents’ statuses when they leave the statuses under Mapped Status (Ready for Work and On Queue). Do not set transition status when the agent is handling a work item in Salesforce and interacting in Genesys Cloud.

Note: Do not use external routing and Salesforce queue-based routing in the same implementation. For more information, see in the Salesforce documentation.

Note:Agents can sometimes receive both a Genesys Cloud interaction and a Salesforce work item at the same time when using the External Routing package. To avoid such scenario, implement the After Conversation Work (ACW) time in Salesforce with a minimum 10-second delay between work assignments. For more information, see .

For more information, see Configure Omni-Channel sync, Salesforce Omni-Channel, and Error messages in Omni-Channel Sync Settings.

For more information about the integration, see About Genesys Cloud for Salesforce.

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