Use the SDK to route Salesforce emails

AI-generated summary

Genesys Cloud provides an SDK to route Salesforce emails through Genesys Cloud for Salesforce. The SDK uses Apex methods like create() to specify the queue, skills, and attributes to control routing and screen pops. Attributes can set the Salesforce page for screen pops and add data like case numbers to interactions and activities in Salesforce. Genesys Cloud enables routing Salesforce emails to specified queues, skills, and languages. It can screen pop Salesforce pages, add case numbers and email addresses to interaction details and activity records, and populate subject, from name, and from address. Genesys Cloud can route Salesforce emails to queues or flows by mapping Salesforce custom attributes like CaseNumber and contactEmailAddress to email attributes. This allows emails to be automatically assigned based on criteria like case number or contact email address. Key capabilities include mapping Salesforce custom attributes to email attributes, routing emails to queues by skills, and routing emails into flows for additional processing. This enables use cases like assigning support tickets or cases automatically based on attributes and applying customized routing logic using flows.

Note: This article applies to Genesys Cloud for Salesforce.

After you configure the routing of Salesforce emails in Salesforce, use our SDK in the managed package to route Salesforce emails through Genesys Cloud for Salesforce. The SDK uses the Salesforce Apex programming language.

Note: This advanced customization article is intended for developers who are familiar with Salesforce.

PrerequisitesClick to expand

Access our SDK through the Email class under the purecloud.SDK.Email and purecloud.Email namespaces. Use the purecloud.Email namespace to set information for subject, fromName, and fromAddress.

purecloud.SDK.Email
purecloud.Email

Email class

Contains static methods to route Salesforce emails through Genesys Cloud for Salesforce.

Namespace

purecloud.SDK.Email

Usage

Use these methods to create Genesys Cloud email objects that route Salesforce emails through Genesys Cloud for Salesforce. These objects can contain data to set screen pops, modify interaction details, or add data to the activity records in Salesforce.

Email methods

The following methods are available for the Email class.

create(queue, sfUrlPopValue)Click to expand

Routes an email interaction to a specified queue and screen pops a specified Salesforce page.

Parameters

Name	Data type	Description	Notes
queue	String	Queue in your Genesys Cloud organization that you want Salesforce emails to route to.	Maps to Call.QueueName in the interaction details.
sfUrlPopValue	String	Value in the URL of the Salesforce page that you want to screen pop when an interaction alerts.

Example

The following example shows how to perform these actions:

Route Salesforce emails to a specified queue.
Screen pop a specified Salesforce page.

purecloud.SDK.Email.create('CustomerService', '500360000015OCJ');

create(queue, skills, language, attributes)Click to expand

Routes Salesforce emails to agents in a specified queue who are assigned specified skills and language in your Genesys Cloud organization, and uses the attributes parameter to perform actions.

Parameters

Name	Data type	Description	Notes
queue	String	Queue in your Genesys Cloud organization that you want the integration to route Salesforce emails to.	Maps to Call.QueueName in the interaction details.
skills	List<String>	List of skills in your Genesys Cloud organization.	Associated with agents who you want to receive Salesforce emails.
language	String	Language skill in your Genesys Cloud organization.	Associated with agents who you want to receive Salesforce emails.
attributes	Map<String, Object>	See Attributes Map.

Attributes Map

A map of attributes that can include a Salesforce page or search result, or data to add to the interaction details or activity records in Salesforce.

Parameters

Key	Type	Required or optional	Description	Notes
SF_URLPop	String	Optional	ID of the Salesforce page that you want to screen pop when an interaction alerts	Use either SF_URLPop or SF_SearchValue, not both. For faster processing of screen pops, use SF_URLPop.
SF_SearchValue	String	Optional	ID of the Salesforce search result that you want to screen pop when an interaction alerts	Use either SF_URLPop or SF_SearchValue, not both. For faster processing of screen pops, use SF_URLPop.
{custom attribute}	String, integer, Boolean	Optional	Data to add to interaction details or to activity records when interaction alerts.

Example

The following example shows how to perform these actions:

Route Salesforce emails to agents in a specified queue who are assigned specified skills and language.
Screen pop a specified Salesforce page.
Add a case number to the interaction details.
Add a remote email address to the activity records in Salesforce.

Note: Because CaseNumber and contactEmailAddress are custom attributes, you must first add Participant.{CustomFieldName} to the Customize Interaction Details and Activity Field Mapping sections under Client Settings. For more information about Client Settings, see .

String[] skills = new List<String>();
skills.add('Warranties');
skills.add('Cellphone repair');

String language = 'English - Spoken';

Map<String, Object> attributes = new Map<String, Object>();
attributes.put('SF_URLPop', '500360000015OCJ');
attributes.put('CaseNumber', 'Case: 000149');
attributes.put('contactEmailAddress', 'john.smith@customer.com');

purecloud.SDK.Email.create('CustomerService', skills, language, attributes);

create()Click to expand

Email class

Represents a Genesys Cloud email interaction. Contains methods to route Salesforce emails through Genesys Cloud for Salesforce.

Namespace

purecloud.Email

Usage

Use these methods to create Genesys Cloud email objects. These objects can contain data to set screen pops, modify interaction details, or add data to the activity records in Salesforce. These objects can also set information for subject, fromName, and fromAddress.

Email methods

The following methods are available for the Email class.

create()Click to expand

Creates Genesys Cloud interaction with defined instance attributes.

Properties

Name	Data type	Description	Notes
queue	String	Queue in your Genesys Cloud organization that you want the integration to route Salesforce emails to.	Maps to Call.QueueName in the interaction details.
skills	List<String>	List of skills in your Genesys Cloud organization.	Associated with agents who you want to receive Salesforce emails.
language	String	Language skill in your Genesys Cloud organization.	Associated with agents who you want to receive Salesforce emails.
attributes	Map<String, Object>	See Attributes Map.
subject	String	Email subject line for the active interaction.	Added to the interaction details when an interaction alerts. Maps to Email.Subject in the interaction details.
fromName	String	Remote name for the active interaction.	Added to the interaction details when an interaction alerts. Maps to Call.RemoteName in the interaction details.
fromAddress	String	The remote email address for the active interaction.	Added to the interaction details when an interaction alerts. Maps to Salesforce.DisplayAddress in the interaction details.

Attributes Map

A map of attributes that can include a Salesforce page or search result, or data to add to the interaction details or activity records in Salesforce.

Parameters

Key	Type	Required or optional	Description	Notes
SF_URLPop	String	Optional	ID of the Salesforce page that you want to screen pop when an interaction alerts.	Use either SF_URLPop or SF_SearchValue, not both. For faster processing of screen pops, use SF_URLPop.
SF_SearchValue	String	Optional	ID of the Salesforce search result that you want to screen pop when an interaction alerts.	Use either SF_URLPop or SF_SearchValue, not both. For faster processing of screen pops, use SF_URLPop.
{custom attribute}	String, integer, Boolean	Optional	Data to add to interaction details or to activity records when interaction alerts

Examples

The following examples show how to create an email object and use properties to perform these actions:

Route Salesforce emails to agents in a specified queue who are assigned skills and languages, or route Salesforce emails to agents using an Architect inbound email flow with assigned skills and languages.
Screen pop a specified Salesforce page.
Add a case number to the interaction details.
Add a remote email address to the activity records in Salesforce.
Add the subject, fromName, and fromAddress properties to the interaction details.

Example using queue to route Salesforce emails

String[] skills = new List<String>();
skills.add('Warranties');
skills.add('Cellphone repair');

Map<String, Object> attributes = new Map<String, Object>();
attributes.put('SF_URLPop', '500360000015OCJ');
attributes.put('CaseNumber', 'Case: 000149');
attributes.put('contactEmailAddress', 'john.smith@customer.com');

purecloud.Email email = purecloud.SDK.Email.create();
email.queue = 'CustomerService';
email.skills = skills;
email.language = 'English - Spoken';
email.attributes = attributes;
email.subject = 'Warranty Question'; 
email.fromName = 'John Smith'; 
email.fromAddress = 'john.smith@customer.com'; 
email.create();

Example using an inbound email flow to route Salesforce emails

Map<String, Object> attributes = new Map<String, Object>();
attributes.put('SF_URLPop', '500360000015OCJ');
attributes.put('CaseNumber', 'Case: 000149');
attributes.put('contactEmailAddress', 'john.smith@customer.com');

purecloud.Email email = purecloud.SDK.Email.create();
email.flow = 'RouteEmails';
email.attributes = attributes;
email.subject = 'Warranty Question'; 
email.fromName = 'John Smith'; 
email.fromAddress = 'john.smith@customer.com'; 
email.create();

For more information, see Configure the routing of Salesforce emails, Use Flow Builder to route Salesforce emails, and About Routing of Salesforce Emails.

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

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Use the SDK to route Salesforce emails

Email class

Namespace

Usage

Email methods

Email class

Namespace

Usage

Email methods

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