Hello everyone. I am a Salesforce admin and I am currently building a reporting dashboard that joins Genesys Cloud messaging sessions with Salesforce ‘Case’ records. I am struggling to find a unique ‘Session ID’ that exists in both systems. The Genesys Cloud conversationId does not seem to match the Salesforce MessagingSessionId. Is there a way to pass the Genesys conversation ID into a custom field on the Salesforce Messaging Session object so that we can accurately link our historical data for end-to-end journey mapping?
Greetings! I am a workforce coordinator and I love seeing these data integration projects! Ren43, you should use the ‘Interaction Mapping’ feature in the Salesforce managed package configuration. You can map the interaction.id attribute to any custom field in Salesforce. When the messaging session is created in Salesforce, the package will automatically populate your custom field with the Genesys conversation ID. This makes your journey mapping much easier and more accurate!
Hello! I am an admin for a large enterprise in Japan. To follow up on Vik18, please make sure you have ‘Read/Write’ permissions for that custom field in Salesforce for the Genesys Cloud integration user. If the field is hidden or read-only, the mapping will fail silently and you will end up with empty values in your reports. We had this problem last month and it took us several days to realize it was just a simple permission issue!
Greetings. I am a Performance dashboard power user and I have spent a lot of time with the analytics data. Ren43, once you have the mapping working, you can use the ‘Analytics Jobs’ API to pull the combined data into a data lake for your reporting. Having that shared ID is the ‘Holy Grail’ for customer journey analysis. It allows you to see exactly how a bot interaction in Genesys led to a specific case outcome in Salesforce. It is a very powerful way to prove the ROI of your digital channels!