Scripts in CX Cloud from Genesys and Salesforce

Conditions préalables
  •  Scripter > Published Scripts > View permission

Genesys Cloud scripts provide agents with guided workflows that ensure consistent customer interactions and efficient handling of calls and other interactions. They can dynamically adapt based on customer data and interaction context, leading to personalized and effective service.

Add the Scripter gadget to the Voice Call record page from the Genesys Cloud CX Embeddable component. For more information, see Configure Genesys Cloud CX Embeddable Component for Scripter.

Ensure to take care of the following recommendations when handling scripts:

  • When you migrate scripts from Genesys Cloud to a Salesforce console, conduct an audit of the scripts, as some actions in Genesys Cloud will not function the same way in Salesforce. For example, the scripts invoking transfers from the flows bypass the transfer API connected between Genesys and Salesforce.
  • Consult with a solution consultant to ensure that your scripts are fully supported in the Salesforce environment.
  • Si vous avez encore des questions, vous pouvez demander l'aide de la communauté à l'adresse .
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