Create record pages for the Experience objects

AI-generated summary

Genesys Cloud provides chat, email, and associated controls that can be added to Lightning Experience record pages. These components allow routing of Genesys Cloud objects and displaying chat transcripts, email interactions, and canned responses. Key capabilities include rearranging components, activating customized pages, and connecting to Einstein for next best action recommendations.

Series: Set up CX Cloud, Digital and AI for Salesforce Service Cloud Voice

PrerequisitesClick to expand

Create the record pages for Experience and Email Experience objects with the following recommended components for the agents to use while handling interactions in Service Cloud Voice:

Experience
- Genesys Cloud Chat – Displays active chats and the transcript once the chat is disconnected.
- Genesys Cloud Chat Controls – Displays the chat controls, such as disconnect and transfer options.
- Genesys Cloud Einstein Assist – Transmits the chat text to Einstein’s Next Best Action. You can either add it to the Experience record page or as a utility in the Service Cloud Voice console.
- Genesys Cloud Responses – Displays the canned responses available in Genesys Cloud to the agent. It is available when the agent is logged in to the Service Cloud Voice console.
Email Experience
- Genesys Cloud Email – Displays the active email interaction.
- Genesys Cloud Email Controls – Displays the email controls, such as disconnect and transfer options.
- Genesys Cloud Responses – Displays the canned responses available in Genesys Cloud to the agent. It is available when the agent is logged in to the Service Cloud Voice console.

Note: The following two components are also available that you must not add to the record pages:

Genesys Cloud Chat Bar Utility – Add this component as a utility similar to Omni-Channel.
Genesys Cloud Transcript – Displays the transcript of voice or chat interaction. You can add this component to a Voice Record page. For example, see Create and configure the Voice Call record page for agents.

Create a record page for ExperienceClick to expand

On the Setup Home page, search for App Builder in the Quick Find box and select Lightning App Builder.
To create a Lightning page wizard, click New.
Select Record Page and click Next.
Enter a name for the page in the Label, for example, Experience Record Page.
Select Experience in the Object list and click Next.
Under Standard list, select Header and Three Regions as the page template and click Done.
In the Lightning App Builder, you can add, edit, or remove components.
Drag the following standard components and add them to the page:
- Genesys Cloud Chat
- Genesys Cloud Chat Controls
- Genesys Cloud Einstein Assist
- Genesys Cloud Responses (optional)
You can rearrange the components on the page. For more information, see Create and Configure Lightning Experience Record Pages in the Salesforce documentation.
Click Save and then click Activate.

Create a record page for Email ExperienceClick to expand

On the Setup Home page, search for App Builder in the Quick Find box and select Lightning App Builder.
To create a Lightning page wizard, click New.
Select Record Page and click Next.
Enter a name for the page in the Label, for example, Email Experience Record Page.
Select Email Experience in the Object list and click Next.
Under Standard list, select Header and Three Regions as the page template and click Done.
In the Lightning App Builder, you can add, edit, or remove components.
Drag the following standard components and add them to the page:
- Genesys Cloud Email
- Genesys Cloud Email Controls
You can rearrange the components on the page. For more information, see Create and Configure Lightning Experience Record Pages in the Salesforce documentation.
Click Save and then click Activate.

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Create record pages for the Experience objects

Series: Set up CX Cloud, Digital and AI for Salesforce Service Cloud Voice

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