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This article describes all Genesys Cloud for Salesforce releases. For more information, see About Genesys Cloud for Salesforce.
Universal Logout for linked clients
Administrators can now enable a Universal Logout setting that synchronizes user-initiated logouts across linked clients. When enabled, logging out of one client automatically logs the user out of all other active clients. This organization-level setting helps provide a more consistent experience across embedded and integrated applications: How Universal Logout in Genesys Cloud affects embedded clients logout?
Configure WebRTC client alerting
Administrators can now configure which WebRTC client takes priority when a user is connected to multiple Genesys Cloud applications, such as CRM embedded clients, browser clients, or desktop apps. This enhancement enables organizations to define a preferred client for call handling and notifications, helping to ensure consistent session control and reduce duplicated alerts when more than one WebRTC client is active: Change your WebRTC phone settings.
Permission sets for administrators and users
Administrators can now assign the permission sets to users, improving security configuration and ensuring appropriate access for Salesforce integration features: Install or upgrade the Genesys Cloud for Salesforce managed package and Permission sets for Genesys Cloud for Salesforce.
Managed package update required: Yes
Package version: 5.0
Control download access for voicemail recordings
Administrators can now control download access for voicemail recordings by assigning a dedicated download permission. This update allows only authorized users to download non-ACD voicemail recordings. Users without this permission can no longer download voicemail recordings. This change helps improve data security and supports compliance by restricting access to sensitive recording data.: Access personal and group voicemail.
Support for Proof Key for Code Exchange (PKCE) grant type authorization
Genesys Cloud embedded clients now support the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to embedded clients using PKCE, providing a more secure alternative to the Implicit Grant flow: Create an OAuth client.
Support for Group Name attribute for group ring calls
Administrators can now configure the Embedded Framework to display the Group Name attribute for incoming voice interactions routed through group ring. This enhancement enables agents and supervisors to immediately identify the group context of an incoming call. The Group Name attribute is available only for voice interactions associated with group ring and appears as part of the incoming interaction details: Interactions in the client menu and Condensed conversation information.
Agent ownership support for customer first callbacks
Administrators can now enable agent ownership for Customer First Callbacks (CFC), allowing the system to reserve the original agent before dialing the callback. This enhancement helps maintain relationship continuity by ensuring follow-up callbacks are handled by the same agent and supports automated dialing, call analysis, and retry logic for agent-owned callbacks. In addition, the maximum duration an agent can own a scheduled callback has increased from 7 days to 30 days. These capabilities align Customer First Callbacks with existing Agent First Callback features and help improve agent productivity and sales conversion: Schedule a callback.
Managed package update required: No
Snippet recording for ACD calls
Agents can now manually capture a specific portion of an ACD call at any time during their interaction with a customer for compliance or exceptional circumstances. Snippet recordings are a separate category of recordings from policy-based recordings, with distinct administrative configuration and permissions for lifecycle and access control: Record snippets in ACD calls.
Managed package update required: No
Message parking option
Agents can now park and resume message conversations, including social DMs, open messaging, web messaging, and SMS, for a configurable duration (default: 7 days). Supervisors can view and transfer parked messages, monitor parking metrics in analytics, and manage interactions from analytics dashboards: Park and resume a message interaction in embedded clients and Add the Parked Conversation component to a Lightning app.
Managed package update required: No
Administrators can now select Singapore or Mexico as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Managed package update required: YesSupport divisions for external contacts
Administrators can now assign external contacts to a division and limit the users only to see and interact with the contacts relevant to their division. The division to which an external contact is assigned is displayed in the UI within both the external contact search results and the interaction details: Customize interaction details.
Managed package update required: No
Prevent agents from staying on queue without a selected station
Administrators can now remove the Telephony > Station > Disassociate Self permission from an agent’s role to ensure that agents cannot go on queue unless they select a station. If an agent deselects their station while on queue, they will automatically be removed from the queue: Log out of phone in embedded clients, Select a phone, and Change your status.
Managed package update required: No
Administrators can set up flow in Salesforce to route a Salesforce messaging through Genesys Cloud.The agent handles the message within Salesforce and can also transfer the message to another agent: Install and configure the Genesys Cloud for Salesforce External Routing package and Configure external routing of Salesforce messaging.
Managed package update required: No
Salesforce External Routing (unmanaged) package update required: Yes
Agents can now use their keyboard to enter DTMF (Dual-Tone Multi-Frequency) codes during voice calls in embedded clients. By allowing keyboard control for DTMF input, agents no longer must rely on mouse clicks to access the DTMF dialpad, which helps to improve speed and efficiency during interactions and streamline call handling: Configure call controls and Call controls.
Managed package update required: No
Agents can now disable WebRTC audio and alerting notifications within the embedded client. This helps to eliminate audio interference when agents use the Genesys Cloud desktop or browser client as the main client alongside the embedded client: Disable WebRTC audio and alerting notifications and Change your WebRTC phone settings.
Managed package update required: No
Agent settings within the embedded client are saved on the server side, ensuring that these settings stay intact even after browser resets, cache clearing, or agent sign-outs: Do agent settings in the embedded clients remain after the browser cache is cleared?.
Apex classes and other package resources have been upgraded to use API version 45.0 or later.
Agents now have the ability to park email interactions and return to them later, manage email drafts and pick up where they left off when they return to the parked email: Park and resume an email interaction, and Add the Parked Conversation component to your Lightning app.
Salesforce has canceled the update to adopt the Content Security Policy directives for trusted URLs. Updated the documentation to remove the steps for CSP directives for trusted URLs in Salesforce to load the content in the client: Change the region of your Genesys Cloud organization and Administrator requirements for the Genesys Cloud embedded clients.
Updated the documentation with the required Content Security Policy directives for trusted URLs in Salesforce to load the content in the client: Change the region of your Genesys Cloud organization and Administrator requirements for the Genesys Cloud embedded clients.
Developers can now use the Utilization Labels in the click-to-dial functionality that categorizes the conversation: Use the extension points to customize click-to-dial.
Administrators can now add the Agent Copilot to the interaction window for embedded clients: Interaction window in embedded clients.
Updated the modified package location: Install and configure the Genesys Cloud for Salesforce External Routing package.
Administrators must upgrade to the latest version of the managed package to automatically enable or create the new remote site settings, or manually add the new remote site settings in their organization: Remote site settings for Genesys Cloud for Salesforce.
Updated the modified package location: Install and configure the Genesys Cloud for Salesforce External Routing package.
Agents can now use call control buttons on their headsets, including pick up, mute, and volume control, when they use the embedded clients: Configure headsets for embedded clients.
Agents can now run the WebRTC diagnostic app from the client to test their WebRTC phone settings: Test your WebRTC phone settings and Change your WebRTC phone settings.
Administrators can now enable the org-wide setting to allow scheduled callback queue selection, which will allow agents to specify a queue when they schedule a callback: Schedule a callback and Enable agents to specify queue for scheduled callbacks.
Administrators can now select Osaka, UAE, or Zurich as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Agents can now cancel and change the agent-to-agent transfer target, and have more visibility when transfers are accepted: Blind transfer an interaction.
Administrators can now configure the queue to start and end callbacks automatically: Respond to callback interactions.
Agents can now select ringtones for their call alerts: Configure notifications.
Agents can now access schedules, evaluations, and standalone gamification features via WEM activity views: WEM activity view in Genesys Cloud for Salesforce.
Administrators can enable auto answer for digital interactions that include messages and emails: Work with auto answer enabled digital interactions.
Administrators can now configure the display conversation information in the interaction window: Interaction window in embedded clients.
Agents can now control ringer volume of interactions that alert when you are not on call: Configure notifications.
Disclaimer message displays when the administrator selects the Enable Server-Side Logging option while configuring the call center settings: Configure call center settings.
Agents can now select all or deselect all queues from the Active Queues and Available Queues list in Queue Activation: Queue activation.
Administrators can set the after call work timeout settings for all digital channels including voice, email, chat, message, and callback, and agents can initiate after call work as needed for ACD interactions that are not automatically assigned after call work: Wrap up an interaction and Call controls.
Updated documentation for how to set up the test data for testing the Genesys Cloud for Salesforce External Routing package: Resolve unit test failures for Genesys Cloud for Salesforce External routing package.
Bug fix for retrieving Salesforce record types that are associated with the interaction logs. This bug fix requires administrators to update the managed package.
Agents can now access Genesys Agent Assist from the embedded interaction window if Agent Assist is set up in their organization. For more information, see About Genesys Agent Assist.
The integration exposes the ability to add new contact or relation association to interaction logs: Events in Salesforce.
Agents can now take ownership of scheduled callbacks for voice interactions: Schedule a callback.
Administrators can now select Sao Paulo as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Administrators can now select the option to avoid inactivity timeout in Genesys Cloud while the agent is active in Salesforce: Configure call center settings.
Updated the documentation for using Flow Builder for routing Salesforce emails: Use Flow Builder to route Salesforce emails.
The integration exposes the ability to create conference from multiple interactions in Salesforce Classic console: Events in Salesforce.
Updated modified package location: Install and configure the Genesys Cloud for Salesforce External Routing package.
Administrators can now use the interaction attribute Interaction.ParticipantPurpose to define the participant type in an interaction: Synchronize interaction attributes with Salesforce activity records and Customize interaction details.
Agents can identify the group voicemail from the personal voicemail and have the option to call back the original caller from the voicemail options: Access personal and group voicemail.
Administrators can now select the option to automatically open the client for after-call work: Configure call center settings.
The integration exposes the ability to create conference from multiple interactions: Events in Salesforce.
Additional remote site settings for voice transcripts are defined for different regions: Remote site settings for Genesys Cloud for Salesforce.
New notification status to support messages: Events in Salesforce.
Updated documentation about how to update the package: Install and configure the Genesys Cloud for Salesforce External Routing package.
Administrators can now add the custom attributes for external routing conversation: Configure external routing of Salesforce chats.
Administrators can now route Salesforce Omni-Channel chats using Genesys Cloud ACD routing: Install and configure the Genesys Cloud for Salesforce External Routing package and Configure external routing of Salesforce chats.
Developers can now use the subscribe action to receive messages for client events and the CLIENT_EVENT event that details the subscribed messages: Events in Salesforce.
Administrators can now select the sites in campaign setting to route calls: Configure Genesys Cloud campaign setting information.
Administrators can now collect the voice transcript data of a conversation in Genesys Cloud for Salesforce client using the SDK: Use the SDK to create voice transcript in Genesys Cloud for Salesforce.
The integration now supports Genesys Cloud web messaging: About messages and Migrate from chat to Genesys Cloud web messaging.
Developers can now use a PATCH method with the Genesys Cloud Platform APIs: Use the SDK to call the Genesys Cloud Platform API.
Interaction attribute Interaction.Transcript allows addition of message transcripts to Salesforce activity records: Synchronize interaction attributes with Salesforce activity records.
Administrators can now add custom interaction attributes to events in Salesforce: Configure client events.
Administrators can now select Mumbai as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Added documentation for CTI events and SDK examples: Example solutions for Genesys Cloud for Salesforce.
A Genesys Cloud Developer Blueprint now illustrates how to use the Genesys Cloud for Salesforce SDK to add the primary phone number of a Salesforce Contact to a Genesys Cloud Do Not Contact (DNC) list: Update a Genesys Cloud Do Not Contact list with the Genesys Cloud for Salesforce SDK.
Administrators can now use the interaction attribute call.UUIData to add data received from inbound calls or sent with outbound calls to activity records, call logs, or interaction details: Synchronize interaction attributes with Salesforce activity records and Customize interaction details.
Agents that use Chrome or Edge browsers can now pick up or disconnect alerting interactions from system notifications: Configure notifications.
The WebRTC phone settings can now be accessed through the WebRTC Phone window. Previously, the settings were only accessible through the client: Browser window for WebRTC phones and Change your WebRTC phone settings.
Agents can now configure which speakers the ringer uses: Log in to the client, Select a phone, and Change your WebRTC phone settings.
Administrators can now create agent-owned outbound dialing records using information in Salesforce: Agent-owned records for preview campaigns.
Administrators can now select which call controls appear in the client and the order in which they appear: Configure call controls.
Administrators can now configure contact list sync operations to improve performance and account for Salesforce or Genesys Cloud limits: Configure Genesys Cloud contact list sync job.
Administrators can now use the interaction attribute Interaction.HoldTime to display the current hold duration: Customize interaction details.
Agents can now control the ringer volume of interactions that alert when they are connected to a call or callback interaction: Configure notifications.
Administrators can now configure Genesys Cloud for Salesforce to display customer journey data in Salesforce Lightning Experience: Customer journey in the Genesys Cloud embedded clients.
Added FAQ about limitations and requirements when running Genesys Cloud for Salesforce in multiple browser tabs: Can I run Genesys Cloud for Salesforce in multiple browser tabs?.
Developers can use example code in GitHub to save an interaction log to a record type with an extension point in Salesforce: Genesys Cloud for Salesforce SDK CTI extensions (GitHub).
Added purecloud.RecordService to the list of Apex classes that require access to be granted through a permission set in Salesforce: Administrator requirements for the Genesys Cloud embedded clients.
The integration now exposes the ability to transfer interactions to non-secure and secure IVR flows with the changestate and Interaction.updateState actions: Events in Salesforce.
Added video about routing Salesforce emails through the client: Training videos.
Added FAQ about limitations when running multiple Genesys Cloud and Salesforce organizations: Special considerations about running multiple Genesys Cloud and Salesforce organizations.
The integration now exposes custom client events in Lighting Experience that use Lighting Message Service (LMS): Events in Salesforce.
Developers can use example code and applications in the PureCloud for Salesforce Example and PureCloud for Salesforce Einstein repositories in GitHub with LMS: Events in Salesforce Lightning App (GitHub) and PureCloud for Salesforce Einstein Example (GitHub).
Developers can access the Genesys Cloud Platform APIs and generate diagnostic logs with the SDK: SDK in Genesys Cloud for Salesforce.
Developers can access the Genesys Cloud Platform API directly from their Salesforce environment. Examples are provided that use Apex code in GitHub: Genesys Cloud for Salesforce SDK Examples (GitHub).
Developers can customize click-to-dial, screen pop, and saving interaction logs in Genesys Cloud for Salesforce with extension points: Extension points in Genesys Cloud for Salesforce.
Administrators can now configure logging to return WARN or INFO logs: Diagnostic logs in Salesforce.
A status timer now displays how long a user has been in a particular status: Status timer.
The integration now exposes the ability to blind, consult, and conclude transfer interactions with the changestate and Interaction.updateState actions: Events in Salesforce.
Agents can now disconnect callback interactions after they schedule a follow-up callback. Previously, agents could not disconnect a callback interaction until they placed a call: Respond to a callback interaction.
Administrators can now use the interaction attributes Interaction.StartTime, Salesforce.ConnectedTime, and Salesforce.DisconnectedTime to indicate in Salesforce activity records when the first participant joined, or when an agent was connected to or disconnected from an interaction: Synchronize interaction attributes with Salesforce activity records.
Updated documentation with access level and field-level security requirements for objects and fields: Campaign management permissions.
Added agent performance statistics for callback interactions: View agent performance statistics.
Scripts are now available on all chat, email, or message interactions to or from a queue: Scripts.
The integration now saves the wrap-up code as the High Velocity Sales call result: High Velocity Sales with Genesys Cloud for Salesforce overview.
Administrators can now select Canada, Seoul, or London as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Updated documentation about new record screen pop in Lightning Experience: Format Salesforce URL for new record screen pop.
The integration now exposes the ability to add custom attributes in Salesforce Classic console and Lightning Experience: Events in Salesforce.
Any administrators who currently grant access to Apex classes through a permission set in Salesforce and use GenesysCloudInteractionUtility in Lightning Experience must add this Apex class: Administrator requirements for the Genesys Cloud embedded clients.
Administrators can now configure the integration to disconnect interactions in the client when agents close tabs in Salesforce that are associated with the interactions: Configure call center settings.
Agents can view notifications about their time off requests in the client: Access schedule notifications.
Agents can view their schedule in the client: View your schedule.
Removed support for Internet Explorer 11.
Removed support for Safari.
Administrators can now use the interaction attribute Interaction.TotalIvrTime to indicate in Salesforce activity records how long an interaction spent in the IVR before being connected to an agent: Synchronize interaction attributes with Salesforce activity records.
Administrators can now use the interaction attribute Interaction.TotalAcdTime to indicate in Salesforce activity records how long an interaction spent being routed to an agent: Synchronize interaction attributes with Salesforce activity records.
Replaced training videos with updated videos about call logging, screen pop, and workspace transfer: Training videos.
Developers can subscribe to an interaction event to be notified when a call placed for a callback interaction ends: Events in Salesforce.
Agents and administrators can view notifications for shift trade requests in the client: Access schedule notifications.
Agents can view their call history in the client: Access call history and Configure call center settings.
Agents can view notifications for released evaluations and quality evaluators can view notifications for interaction evaluations in the client: Access evaluations.
The integration now listens for events to update interaction state changes in Salesforce: Events in Salesforce.
Developers can use example code and applications in the PureCloud for Salesforce Example repository in GitHub to explore user status and interaction state actions: Events in Salesforce Classic Console App (GitHub) and Events in Salesforce Lightning App (GitHub).
The integration now routes inbound WhatsApp interactions: About messages.
Administrators can now select US West (Oregon) as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Updated documentation with Division permission for Campaign Management: OAuth client permissions.
Administrators can now control whether the integration returns external contacts from their Genesys Cloud organization when agents search before transferring interactions or making calls: Configure search in Salesforce.
Users can quickly see if they received new personal voicemail and easily access their voicemail from the client: Access personal voicemail.
The client now alerts logged-in users 30 minutes before an access token (session) expires, unless the user logged in less than 30 minutes earlier: Log in to the client.
Administrators can now use the interaction attribute Call.Internal to indicate in Salesforce activity records whether a call is internal: Synchronize interaction attributes with Salesforce activity records.
Administrators can now configure the integration to automatically assign the case owner of routed emails to the agent who picks up the interaction: Configure call center settings.
Administrators can now configure the integration to automate the progress of sales cadence steps when using the Salesforce High Velocity Sales app in Lightning Experience: Configure call center settings.
Administrators can now configure Genesys Cloud for Salesforce to amend the chat notification payload with message content: Configure call center settings.
Developers can set up and train Salesforce Einstein to return knowledge base articles based on chat messages from end users: PureCloud for Salesforce Einstein Example (GitHub).
Administrators can now map columns in contact lists to Salesforce activity records or display data from contact lists in interaction details: Synchronize interaction attributes with Salesforce activity records and Customize interaction details.
Administrators can now customize click-to-dial interactions to show additional attributes such as callerId, callerIdName, and interactionType: Create click-to-dial on custom Visualforce pages.
Administrators can now associate fields on campaign member records in Salesforce with columns on contact lists in Genesys Cloud: Configure contact list columns and Configure contact list column management.
The client now notifies agents when their status does not match their scheduled activity: Out of adherence.
Agents can now configure microphone settings in the client that may affect sound processing and audio quality: Configure advanced microphone settings for WebRTC phones.
The integration now exposes custom client events in Lightning Experience: Events in Salesforce.
Administrators can set the priority on a campaign to ensure that Genesys Cloud places calls from campaigns with higher priority before campaigns with lower priority: Configure page layout settings for campaigns and campaign members.
Administrators can now configure in Salesforce which division a campaign is associated with: Retrieve Genesys Cloud campaign options and Configure Genesys Cloud campaign setting information.
Administrators can now configure the integration to display links to interaction details in Genesys Cloud on Salesforce activity records by mapping the interaction attribute Interaction.Url to an activity custom field in Salesforce: Synchronize interaction attributes with Salesforce activity records.
Agents can now log in without first selecting a phone: Log in to the client.
Agents can now send SMS messages on behalf of queues. Administrators can configure the default country code used for these SMS messages: Send an SMS message and Configure country codes.
The Click-to-Dial and On Behalf of Queue settings now consolidated under Queue. The WebRTC Settings name abbreviated to WebRTC: Settings in the client menu.
Administrators can restrict the embedding of Genesys Cloud as an iframe in third-party applications but add domains for the Genesys Cloud embedded clients to an allowlist: Manage Genesys Cloud embedding with Genesys Cloud embedded clients.
Added documentation about Chrome’s autoplay policy changes that affect audio playback: Chrome autoplay policy changes.
Agents can configure the client to show notifications outside the client when interactions alert: Configure notifications.
The integration now allows administrators to configure multiple phone types for campaign management and to specify which phone types to use in campaign settings: Configure phone types and Configure phone type management.
Administrators can now configure the integration to sync primary tabs in Salesforce with interactions in the client. Available in Salesforce console apps in both Classic and Lightning Experience: Configure call center settings.
Agents can now flag calls and ACD voice interactions that have voice quality issues, such as deteriorated audio, unexpected disconnections, incomplete connections, and failed transfers: Call controls.
Starting with Salesforce Winter ’19, administrators must grant users of new Salesforce organizations access to Apex classes: Administrator requirements.
The integration now routes inbound Facebook, LINE, and Twitter interactions: About messages.
Added settings to sync statuses when agents are working on items in Salesforce Omni-Channel and Genesys Cloud for Salesforce: Configure Omni-Channel sync and How to use Omni-Channel sync.
Administrators can now configure the integration to use a separate login window for login providers that do not work in embedded windows: Configure call center settings.
Agents can now schedule Out of Office dates and times from the client: Change your status.
Timer added to the Wrap-up window to show the amount of time spent on non-time-boxed after-call work: Wrap up an interaction.
Administrators can now configure the integration to send caller ID information on outbound calls through agent input or global configuration: Make a call and Configure caller ID.
The integration now supports workspace transfer and Omni-Channel sync in Lightning apps with console navigation: Workspace transfers and Salesforce Omni-Channel.
Administrators can now customize the attributes that display on message interactions: Customize interaction attributes.
Updated the interaction statistics that the integration shows during search when transferring interactions or making calls to people or queues. Changed from the numbers of individual media types to the total number of interactions that a person or queue is handling: Blind transfer an interaction, Consult transfer a call, and Make a call.
Administrators can now route Salesforce emails to an Architect flow by using Process Builder or by accessing our SDK: Use Process Builder to route Salesforce emails and Use the SDK to route Salesforce emails.
Added timer to preview outbound dialing interactions.
Added agent performance statistics for message interactions: View agent performance statistics.
Added list of all Genesys Cloud for Salesforce articles for easy reference: Genesys Cloud for Salesforce content list.
Administrators can now control whether the integration returns people from their Genesys Cloud organization, queues from their Genesys Cloud organization, or people from their Salesforce organization when agents search before transferring interactions or making calls: Configure search.
Agents can now send emails on behalf of queues: Send an email.
Agents can now schedule callbacks for voice interactions: Schedule a callback.
Administrators can now select Frankfurt as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
Administrators can now configure Salesforce to return phone numbers from various objects: Configure search. After configuration, agents can transfer interactions in the client to contacts in their Salesforce organization: Transfers.
The integration now shows the number of email interactions being handled when transferring interactions or making calls to people or queues: Blind transfer an interaction, Consult transfer a call, and Make a call.
Added support for using embedded interaction windows in Lightning Experience for scripts, chats, emails, and SMS messages: Add an embedded interaction window.
Added ability to route ACD voicemail interactions: About ACD voicemail.
The integration allows administrators to create, manage, and view Genesys Cloud outbound dialing campaigns in Salesforce: About Campaign Management.
Added ability to route inbound SMS interactions: About messages.
Removed information about click-to-dial limitation because Lightning Experience Spring 18 supports click-to-dial on custom pages: Lightning Experience.
Updated documentation about WebRTC phones default behavior: Change your WebRTC phone settings.
Added documentation about audio problems with WebRTC phones in Chrome: Audio issues with WebRTC phones.
Added information about screen pop and Lightning Service Console limitations: Lightning Experience.
Agents can browse the customer’s view of a webpage and collaborate with the customer using annotations and page control during call and chat interactions: Co-browse.
Agents can view the customer’s desktop or application during call and chat interactions: Use screen share.
Interaction attribute allows addition of chat transcripts to Salesforce activity records: Synchronize interaction attributes with Salesforce activity records.
Establishes an open connection between the integration and WebRTC phones to speed up call handling: Persistent connection.
Timer added to Wrap-up window for time-boxed after-call work on voice interactions: Wrap up an interaction.
Changed when the Wrap-up window automatically opens for wrap-up code selection to match Genesys Cloud behavior: Respond to callback interactions.
Updated error message about interaction logs not saving due to a Salesforce error: Failed to save interaction log.
On Queue status moved to the top of the status list: Client interface.
Scripts are now available on all call interactions to or from a queue (inbound calls, callbacks, outbound dialing): Scripts.
Company logo updated throughout the integration.
Added ability to route Salesforce emails that are received through the Email-to-Case functionality by using Process Builder or by accessing our SDK: About Routing of Salesforce Emails.
Updated the list of supported Internet browsers: Browser requirements and Administrator requirements.
Added setting to enable server-side logging for Customer Care access: Configure call center settings.
The client in Service Cloud now automatically opens when an interaction alerts: Access the client.
Updated interface shows all media types for Waiting statistic when making or transferring a call: Make a call.
Implemented fix for interaction log limitation in Lightning Experience and removed limitation from documentation: Lightning Experience
Added Quick Start video and videos about screen pop and interaction logging: Training videos.
Updated the instructions about which users to install the managed package for and situations that require special access: Install or upgrade the managed package.
Added ability to route email interactions: Respond to email interactions.
Updated steps and link to Salesforce documentation under Lightning apps setup: Lightning Experience.
Added section about warning message that appears when logging out of Genesys Cloud in the middle of an interaction in the client: Troubleshoot.
Added setting to mute ringing in the client when interactions alert: Configure notifications.
Added ability for agents to see real-time statistics by interaction type: View agent performance statistics.
Added ability to route chat interactions: Respond to chat interactions.
Added settings for syncing statuses between Omni-Channel and Genesys Cloud for Salesforce: Salesforce Omni-Channel.
Added ability to set call forwarding and see when call forwarding is enabled: Call forwarding.
Added Safari to the list of supported browsers: Administrator requirements.
Added setting to configure queue selection to persist for multiple calls on behalf of queues: Make a call.
Added information about microphone sharing requirement for Firefox users: Log in to the client.
Window automatically opens after an interaction ends: Wrap up an interaction.
If agent is not a member of a queue, On Behalf of Queue text box does not appear in client: Make a call.
Callback interactions screen pop based on ANI by default: Screen pop.
Removed check box from the Wrap-up window: Wrap up an interaction.
Added information about Lightning apps setup: Lightning Experience.
Added information about not receiving screen pops: Troubleshoot.
Moved selection to bottom of WebRTC Settings window: Change your WebRTC phone settings.
Added secure pause call control to pause recordings: Call controls.
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