Events in Salesforce

AI-generated summary

Genesys Cloud for Salesforce provides comprehensive integration capabilities across Salesforce Classic console and Lightning Experience platforms, utilizing Lightning Message Service (LMS) as the recommended communication method. The system enables extensive event monitoring for agent status changes, call activities, and interaction states, with events using the "inin.salesforce.constants.consoleevent.pc" prefix. The integration supports robust interaction management through specific event parameters and actions, including contact associations, custom attributes, and various interaction states. Key features encompass status tracking, transfer capabilities (blind, consult, and secure IVR), and seamless integration with Salesforce Task records for contact and relation associations. Communication is facilitated through three main event types: Interaction, Notification, and UserAction. The system handles interaction transfers using postMessage Web APIs, supporting transfers to agents, queues, or secure IVR flows with specific parameter requirements. Secure session transfers utilize flowId and userData parameters, with optional disconnect functionality. Technical implementation requires proper configuration in Salesforce's Setup, including package installation and event type selection. The platform supports custom Lightning components through Lightning Message Service, managing events across InitialSetup, Interaction, Notification, and UserAction categories. Integration features include comprehensive interaction state control (pickup, disconnect, hold, mute, secure pause), conference creation capabilities, and custom attribute handling through key-value pairs. Special handling is required for flow names and IDs, including "sip:" prefix and URI encoding for special characters.

Note: This article applies to Genesys Cloud for Salesforce.

You can configure the integration to fire or listen for events either in the Salesforce console in Salesforce Classic or in all versions of Lightning Experience (with the postMessage API or Lightning Message Service). The types of events and the way that you fire or listen for them depends on the Salesforce user interface that you use.

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

Important: Genesys recommends that new development for Lightning Experience use Lightning Message Service (LMS), not the postMessage API. Salesforce plans to release LMS in Summer ’20. Genesys will eventually deprecate the use of the postMessage Web API.

Through the event model in the Salesforce Console Integration Toolkit, the integration fires and listens for events being raised around the following items:

Status changes (such as Available, Busy, Away, Out of Office, and On Queue)
Call activities (connected, disconnected, ACW required, ACW completed)
Interaction state changes (pickup, disconnect, mute, hold, secure pause, blindTransfer, consultTransfer, concludeTransfer, secureSession)

Developers can create Visualforce pages that use these events. For example code, see Events in Salesforce Classic Console App (GitHub).

For information about the Salesforce console, see Customize a Console with Custom Components in Salesforce Classic in the Salesforce documentation.

For information about using the event model, see the Salesforce Console Integration Toolkit for Salesforce Classic in the Salesforce documentation.

EventsClick to expand

The integration can fire the following events and send them to Salesforce.

Note: These event names begin with inin.salesforce.constants.consoleevent.pc., followed by the name in the list, for example, inin.salesforce.constants.consoleevent.pc.UPDATE_STATUS.

ACW_COMPLETED
ACW_REQUIRED
CLIENT_EVENT
INTERACTION_CONNECTED
INTERACTION_DISCONNECTED
INTERACTION_EVENT
LOGGED_OUT
UPDATE_STATUS

ACW_COMPLETED

ACW completed.

Parameters

Name	Data type	Description	Notes
reason	String	The type of event.
interactionId	String	ID of the interaction.

Example

{
    "reason": "acw_completed",
    "interactionId": "44560c74-5e84-4062-94b6-5680cdeb54d5" 
}

ACW_REQUIRED

ACW required.

Parameters

Name	Data type	Description	Notes
reason	String	The type of event.
interactionId	String	ID of the interaction.

Example

{ 
    "reason": "acw_required",
    "interactionId": "44560c74-5e84-4062-94b6-5680cdeb54d5"
}

CLIENT_EVENT

Client event.

Parameters

Name	Data type	Description	Notes
reason	String	The type of event.
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
category	String	The type of event.	For possible values, see Events per subscription type (Genesys Cloud Developer Center) in the Genesys Cloud Embeddable Framework documentation.
data	Object

Example

{
    "reason": "client",
    "data": {
        "type": "Notification",
        "category": "interactionSelection",
	"data": { }
    }
}

INTERACTION_EVENT

Interaction state change.

Parameters

Name	Data type	Description	Notes
reason	String	The type of action.
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
category	String	The type of event.	Valid values: change, add.
data	Object

Example

{
    "reason": "interaction",
    "data": {
	"category": "change",
	"data": { }
    }
}

INTERACTION_CONNECTED

Interaction connected.

Parameters

Name	Data type	Description	Notes
reason	String	The type of event.
interactionId	String	ID of the interaction.

Example

{
    "reason": "connected",
    "interactionId": “44560c74-5e84-4062-94b6-5680cdeb54d5″
}

INTERACTION_DISCONNECTED

Interaction disconnected.

Parameters

Name	Data type	Description	Notes
reason	String	The type of event.
interactionId	String	ID of the interaction.

Example

{
    "reason": "disconnected",
    "interactionId": “44560c74-5e84-4062-94b6-5680cdeb54d5″
}

LOGGED_OUT

User logged out.

Parameters

Name	Data type	Description	Notes
reason	String	The type of event.

Example

{
    "reason": "logged_out"
}

UPDATE_STATUS

User logged out.

Parameters

Name	Data type	Description	Notes
reason	String	The type of event.
status	String	The agent's status.
id	String	ID of the selected status (primary or secondary).
sub_status	String	The agent's secondary status.	If the integration uses secondary statuses, the response includes secondary status information.

Example

{
    "reason": "status_updated",
    "status": "AVAILABLE",
    "id": "44560c74-5e84-4062-94b6-5680cdeb54d5",
    "sub_status":"Available Work At Home"
}

Communicate with Genesys Cloud for SalesforceClick to expand

The integration exposes the following actions about status changes and changes to an agent's status.

Note: These actions begin with inin.salesforce.constants.consoleevent., followed by the name in the list, for example, inin.salesforce.constants.consoleevent.changestatus.

addAssociation
addCustomAttributes
changestate
changestatus
createConference
subscribe

addAssociation

Adds a new contact or relation association to interaction logs.

Parameters

Name	Data type	Description	Notes
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
type	String	Type of the association.	Values: contact and relation. The contact value populates the Name menu and the relation value populates the Related To menu in the Interaction log view of the embedded client interface. Note: Ensure that you associate contact value with `WhoId` and relation value with `WhatId` of the Task record in Salesforce. If you associate with incompatible record fields, then any requests to save call logs fail. For more information about Task record fields, see Salesforce documentation.
id	String	ID of the association.
text	String	Displayed name of the association.
select	Boolean	true: The integration auto selects the association for all active interactions. false: The integration does not auto select the association for all active interactions.
interactionId	String	ID of the interaction to receive the association.	If `select` is set to true, the integration adds the association only to the interaction with this ID.

Examples

In this example, the integration adds a new contact association with the ID 1234 and the displayed name John Smith to an interaction.

{ 
  "type": "PureCloud.addAssociation",  
  "data": { 
      "type": "contact", 
      "id": "1234", 
      "text": "John Smith"
   } 
}

addCustomAttributes

Adds custom attributes to interactions.

Parameters

Name	Data type	Description	Notes
data	Object	See data object.

data object

Defines the actions.

Parameters

Name	Data type	Description	Notes
id	String	ID of the interaction.
attributes	Object	Key-value pairs of custom interaction attributes.

Example

{ 
    "data": {
        "id": "1234-1234-1234-1234",
        "attributes": {
            "record_url": "/0000413456"
        }
    }
}

changestate

Updates the state of an interaction.

Parameters

Name	Data type	Description	Notes
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
action	String	Desired state of the interaction.	Values: pickup, disconnect, hold, mute, securePause, blindTransfer, consultTransfer, concludeTransfer, secureSession. Only use concludeTransfer for consult transfers and secureSession for secure IVR flows.
id	String	ID of the interaction.
participantContext	Object	See participantContext object.	Only use participantContext when action is set to blindTransfer or consultTransfer.
secureSessionContext	Object	See secureSessionContext object.	Only use secureSessionContext when action is set to secureSession.

participantContext object

Defines the entity receiving the transfer.

Parameters

Name	Data type	Description	Notes
transferTarget	String	ID of an agent or queue, flow name, flow ID, or phone number for an external transfer.	Prefix flow name or flow ID with sip:, for example, sip:AuditorSecureFlow. Encode special characters with the encodeURIComponent() method.
transferTargetType	String	Type of transfer entity.	Values: userId, queueId, address. Use address with a flow name, a flow ID, or a phone number for an external transfer in transferTarget.

Name

Data type

Description

Notes

transferTarget

String

ID of an agent or queue, flow name, flow ID, or phone number for an external transfer.

Prefix flow name or flow ID with sip:, for example, sip:AuditorSecureFlow.

Encode special characters with the encodeURIComponent() method.

transferTargetType

String

Type of transfer entity.

Values: userId, queueId, address.

Use address with a flow name, a flow ID, or a phone number for an external transfer in transferTarget.

secureSessionContext object

Defines the entity receiving the transfer.

Parameters

Name	Data type	Required or optional	Description	Notes
flowId	String	Required	ID of the secure flow to receive the transferred interaction.
userData	String	Required	Customer-provided data.	Maps to the Flow.InvocationData variable in the secure flow. Warning: Do not use secure or PCI data with userData.
disconnect	Boolean	Optional	Disconnects the interaction after creating the secure session (true) or does not disconnect the interaction after creating the secure session (false).

Name

Data type

Required or optional

Description

Notes

flowId

String

Required

ID of the secure flow to receive the transferred interaction.

userData

String

Required

Customer-provided data.

Maps to the Flow.InvocationData variable in the secure flow.

Warning: Do not use secure or PCI data with userData.

disconnect

Boolean

Optional

Disconnects the interaction after creating the secure session (true) or does not disconnect the interaction after creating the secure session (false).

Examples

The following example shows an interaction transferred to an agent or queue without consultation.

{
    "data": {
        "action": "blindTransfer",
        "id": "1234-1234-1234-1234",
        "participantContext": {
            "transferTarget": "3175550123",
            "transferTargetType": "address"
        }
    }
}

The following example shows an interaction transferred to a secure IVR flow.

{
    "data": {
        "action": "secureSession",
        "id": "1234-1234-1234-1234",
        "secureSessionContext": {
            "flowId": "741f4f39-7a94-470d-a1dd-dd68d01e0dd8",
            "userData": "hello",
            "disconnect": false
        }
    }
}

changestatus

Updates user status.

Parameters

Name	Data type	Description	Notes
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
id	String	ID of the interaction.

Example

{
    "data": {
        "id": "1234-1234-1234-1234"
    }
}

createConference

Creates a conference from multiple interactions.

Parameters

Name	Data type	Description	Notes
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
interactionIds	Array	List of interactions IDs added to the conference.

Example

{
    "data": {
        "interactionIds": [ 
            "9641cedc-4cc2-48e1-84f7-fc4xxxx513e8", 
            "5eafbfc4-6ff4-40e4-a2d7-dxxxxxxxx809", 
            "363ba2ca-xxxx-405e-bebe-fc59b1ae517b"  
         ]
    }
}

Subscribes to client events.

Parameters

Name	Data type	Description	Notes
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
type	String	Type of event to subscribe to.	Values: Interaction, Notification, UserAction.
categories	Array of strings	Individual categories to receive notifications about.	Values: See Events per subscription type.

Events per subscription type

Event	Category	Data
Interaction	Data type: String Possible values: add, change, connect, disconnect, acw, deallocate, callbackPlaced, callbackCallEnded, blindTransfer, consultTransfer, or completeConsultTransfer.	Data type: Object or Interaction ID
Notification	Data type: String Possible values: interactionSelection, chatUpdate, interactionWindow, conversationTranscription.
UserAction	Data type: String Possible values: login, logout, station, status, modal, routingStatus, or view.	Data type: Object or string

Example

{
    "data": {
        "type": "Notification",
        "categories": ["interactionSelection", "chatUpdate", "interactionWindow", "conversationTranscription"]
    }
}

See CLIENT_EVENT in Events for details about how you receive the message for the subscribed client events.

Through the postMessage Web APIs, the integration can fire and listen for events being raised around status changes, interaction state changes, and subscriptions to Interaction, Notification, or UserActions events.

For example code, see Events in Salesforce Lightning App (GitHub).

EventsClick to expand

Event name	Description
Handshake	If Window.postMessage API is selected in the Client Event Settings, the integration raises a handshake event whenever the client loads. The handshake event provides the context that Lightning components need to be able to fire events to the Genesys Cloud for Salesforce client.
Interaction	Fires interaction state changes. Possible values: add, change, connect, disconnect, acw, deallocate, callbackPlaced, callbackCallEnded, blindTransfer, consultTransfer, completeConsultTransfer, secureSession.
Notification	Fires notification state changes. Possible values: interactionSelection, chatUpdate, interactionWindow, conversationTranscription, messageUpdate.
UserAction	Fires user action state changes. Possible values: login, logout, station, status, modal, routingStatus, view.

For more information, see Events per subscription type (Genesys Cloud Developer Center) in the Genesys Cloud Embeddable Framework documentation.

Note: All callback parameters described in the Genesys Cloud Embeddable Framework documentation are available in the postMessage data payload along with the added root type. See the Communicate with Genesys Cloud for Salesforce section.

Administrators configure the call center settings so that the integration fires and listens for events.

Configure the integrationClick to expand

In Salesforce, click Setup.
Search for Installed Packages.
Under Build, click Installed Packages.
On the Installed Packages page, click Configure next to the Genesys Cloud for Salesforce package.
Under Client Event Settings, configure the following items for Client Event Messages:
For Client Event Message Type, select Window.postMessage API.
This setting causes the integration to raise a handshake event whenever the client loads.
(Optional) For Client Event Types, select other events (Interaction, Notification, and UserAction) to subscribe to. Click Arrow to add them under Chosen.
(Optional) Select Expand Chat Notification to receive an expanded payload for chat notification events.
Click Save.

Note: If you add a Lighting component as a Utility Item to your Lightning app, be sure to select Start automatically. For more information, see Add a Utility Bar to Lighting Apps in the Salesforce documentation.

For more information, see Configure client events.

Communicate with Genesys Cloud for SalesforceClick to expand

The Genesys Cloud for Salesforce client exposes the following actions raised through the postMessage Web APIs.

addAssociation
Interaction.addCustomAttributes
Interaction.createConference
Interaction.updateState
User.updateStatus
subscribe

addAssociation

Adds a new contact or relation association to interaction logs.

Parameters

Name	Data type	Description	Notes
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
type	String	Type of the association.	Values: contact and relation. The contact value populates the Name menu and the relation value populates the Related To menu in the Interaction log view of the embedded client interface. Note: Ensure that you associate contact value with `WhoId` and relation value with `WhatId` of the Task record in Salesforce. If you associate with incompatible record fields, then any requests to save call logs fail. For more information about Task record fields, see Salesforce documentation.
id	String	ID of the association.
text	String	Displayed name of the association.
select	Boolean	true: The integration auto selects the association for all active interactions. false: The integration does not auto select the association for all active interactions.
interactionId	String	ID of the interaction to receive the association.	If `select` is set to true, the integration adds the association only to the interaction with this ID.

Examples

In this example, the integration adds a new contact association with the ID 1234 and the displayed name John Smith to an interaction.

{ 
  "type": "PureCloud.addAssociation",  
  "data": { 
      "type": "contact", 
      "id": "1234", 
      "text": "John Smith"
   } 
}

Interaction.addCustomAttributes

Adds custom attributes to interactions.

Parameters

Name	Data type	Description	Notes
type	String	The type of action.	PureCloud. + the action name.
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
id	String	ID of the interaction.
attributes	Object	Key-value pairs of custom interaction attributes.

Example

{
    "type": "PureCloud.Interaction.addCustomAttributes", 
    "data": {
        "id": "1234-1234-1234-1234",
        "attributes": {
            "record_url": "/0000413456"
        }
    }
}

Interaction.createConference

Creates a conference from multiple interactions.

Parameters

Name	Data type	Description	Notes
type	String	The type of action.	PureCloud. + the action name.
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
interactionIds	Array	List of interactions IDs added to the conference.

Example

{
    "type": "PureCloud.Interaction.createConference", 
    "data": {
        "interactionIds": [
            "9641cedc-4cc2-48e1-84f7-fc4xxxx513e8",
            "5eafbfc4-6ff4-40e4-a2d7-dxxxxxxxx809", 
            "363ba2ca-xxxx-405e-bebe-fc59b1ae517b"
         ]
    }
}

Interaction.updateState

Updates the state of an interaction.

Parameters

Name	Data type	Description	Notes
type	String	The type of action.	PureCloud. + the action name.
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
action	String	Desired state of the interaction.	Values: pickup, disconnect, hold, mute, securePause, blindTransfer, consultTransfer, concludeTransfer, secureSession. Only use concludeTransfer for consult transfers and secureSession for secure IVR flows.
id	String	ID of the interaction.
participantContext	Object	See participantContext object.	Only use participantContext when action is set to blindTransfer or consultTransfer.
secureSessionContext	Object	See secureSessionContext object.	Only use secureSessionContext when action is set to secureSession.

participantContext object

Defines the entity receiving the transfer.

Parameters

Name	Data type	Description	Notes
transferTarget	String	ID of an agent or queue, flow name, flow ID, or phone number for an external transfer.	Prefix flow name or flow ID with sip:, for example, sip:AuditorSecureFlow. Encode special characters with the encodeURIComponent() method.
transferTargetType	String	Type of transfer entity.	Values: userId, queueId, address. Use address with a flow name, a flow ID, or a phone number for an external transfer in transferTarget.

Name

Data type

Description

Notes

transferTarget

String

ID of an agent or queue, flow name, flow ID, or phone number for an external transfer.

Prefix flow name or flow ID with sip:, for example, sip:AuditorSecureFlow.

Encode special characters with the encodeURIComponent() method.

transferTargetType

String

Type of transfer entity.

Values: userId, queueId, address.

Use address with a flow name, a flow ID, or a phone number for an external transfer in transferTarget.

secureSessionContext object

Defines the entity receiving the transfer.

Parameters

Name	Data type	Required or optional	Description	Notes
flowId	String	Required	ID of the secure flow to receive the transferred interaction.
userData	String	Required	Customer-provided data.	Maps to the Flow.InvocationData variable in the secure flow. Warning: Do not use secure or PCI data with userData.
disconnect	Boolean	Optional	Disconnects the interaction after creating the secure session (true) or does not disconnect the interaction after creating the secure session (false).

Name

Data type

Required or optional

Description

Notes

flowId

String

Required

ID of the secure flow to receive the transferred interaction.

userData

String

Required

Customer-provided data.

Maps to the Flow.InvocationData variable in the secure flow.

Warning: Do not use secure or PCI data with userData.

disconnect

Boolean

Optional

Disconnects the interaction after creating the secure session (true) or does not disconnect the interaction after creating the secure session (false).

Examples

The following example shows an interaction transferred to an agent or queue without consultation.

{
    "type": "PureCloud.Interaction.updateState", 
    "data": {
        "action": "blindTransfer",
        "id": "1234-1234-1234-1234",
        "participantContext": {
            "transferTarget": "3175550123",
            "transferTargetType": "address"
        }
    }
}

The following example shows an interaction transferred to a secure IVR flow.

{
    "type": "PureCloud.Interaction.updateState", 
    "data": {
        "action": "secureSession",
        "id": "1234-1234-1234-1234",
        "secureSessionContext": {
            "flowId": "741f4f39-7a94-470d-a1dd-dd68d01e0dd8",
            "userData": "hello",
            "disconnect": false,
        }
    }
}

User.updateStatus

Updates user status.

Parameters

Name	Data type	Description	Notes
type	String	The type of action.	PureCloud. + the action name.
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
id	String	ID of the interaction.

Example

{
    "type": "PureCloud.User.updateStatus", 
    "data": {
        "id": "1234-1234-1234-1234"
    }
}

Subscribes to client events.

Parameters

Name	Data type	Description	Notes
type	String	The type of action.	PureCloud. + the action name.
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
type	String	Type of event to subscribe to.	Values: Interaction, Notification, UserAction.
categories	Array of strings	Individual categories to receive notifications about.	Values: See Events per subscription type.

Events per subscription type

Event	Category	Data
Interaction	Data type: String Possible values: add, change, connect, disconnect, acw, deallocate, callbackPlaced, callbackCallEnded, blindTransfer, consultTransfer, or completeConsultTransfer.	Data type: Object or Interaction ID
Notification	Data type: String Possible values: interactionSelection, chatUpdate, interactionWindow, conversationTranscription.
UserAction	Data type: String Possible values: login, logout, station, status, modal, routingStatus, or view.	Data type: Object or string

Example

{
 "type": "PureCloud.subscribe",
 "data": {
     "type": "Notification",
     "categories": ["interactionSelection", "chatUpdate", "interactionWindow", "conversationTranscription"]
  }
}

Create a Lightning component (developers)Click to expand

Create a Lighting component so Salesforce can listen for and fire the events selected in the call center settings.

Add Apex, component, and JavaScript files to the Developer Console in Salesforce.
For more information, see Developer Console File Menu in the Salesforce documentation.
Set the type and id for source in the JavaScript file.
This setting allows you to change statuses in the client.
```
source.postMessage({
    type: 'PureCloud.User.updateStatus',
    data: { id: status },
}
```
If your administrator configured the integration to fire Interaction, Notification, or UserActions events, subscribe to these events in the JavaScript file.
For more information, see the subscribe method in the Genesys Cloud Embeddable Framework documentation (Genesys Cloud Developer Center).

Through Lightning Message Service, the integration can fire and listen for events being raised around status changes, interaction state changes, and subscriptions to InitialSetup, Interaction, Notification, or UserActions events.

For example code, see Events in Salesforce Lightning App (GitHub).

EventsClick to expand

Event name	Description
InitialSetup	Indicates that the Genesys Cloud for Salesforce client is ready to process requests. The event indicates that the Lightning components can subscribe to the client events.
Interaction	Fires interaction state changes. Possible values: add, change, connect, disconnect, acw, deallocate, callbackPlaced, callbackCallEnded, blindTransfer, consultTransfer, completeConsultTransfer, secureSession.
Notification	Fires notification state changes. Possible values: interactionSelection, chatUpdate, interactionWindow, conversationTranscription, messageUpdate.
UserAction	Fires user action state changes. Possible values: login, logout, station, status, modal, routingStatus, view.

For more information, see Events per subscription type (Genesys Cloud Developer Center) in the Genesys Cloud Embeddable Framework documentation.

Note: All callback parameters described in the Genesys Cloud Embeddable Framework documentation are available in the Lightning Message Service data payload along with the added root type. See the Communicate with Genesys Cloud for Salesforce section.

Administrators configure the call center settings so that the integration fires and listens for events.

Configure the integrationClick to expand

In Salesforce, click Setup.
Search for Installed Packages.
Under Build, click Installed Packages.
On the Installed Packages page, click Configure next to the Genesys Cloud for Salesforce package.
Under Client Event Settings, configure the following items for Client Event Messages:
For Client Event Message Type, select Lightning Message Channel.
This setting causes the integration to send messages on the message channel.
(Optional) For Client Event Types, select other events (Interaction, Notification, and UserAction) to subscribe to. Click Arrow to add them under Chosen.
(Optional) Select Expand Chat Notification to receive an expanded payload for chat notification events.
Click Save.

For more information, see Configure client events.

Communicate with Genesys Cloud for SalesforceClick to expand

The Genesys Cloud for Salesforce client exposes the following actions raised through Lightning Message Service.

addAssociation
Interaction.addCustomAttributes
Interaction.createConference
Interaction.updateState
User.updateStatus
subscribe

addAssociation

Adds a new contact or relation association to interaction logs.

Parameters

Name	Data type	Description	Notes
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
type	String	Type of the association.	Values: contact and relation. The contact value populates the Name menu and the relation value populates the Related To menu in the Interaction log view of the embedded client interface. Note: Ensure that you associate contact value with `WhoId` and relation value with `WhatId` of the Task record in Salesforce. If you associate with incompatible record fields, then any requests to save call logs fail. For more information about Task record fields, see Salesforce documentation.
id	String	ID of the association.
text	String	Displayed name of the association.
select	Boolean	true: The integration auto selects the association for all active interactions. false: The integration does not auto select the association for all active interactions.
interactionId	String	ID of the interaction to receive the association.	If `select` is set to true, the integration adds the association only to the interaction with this ID.

Examples

In this example, the integration adds a new contact association with the ID 1234 and the displayed name John Smith to an interaction.

{ 
  "type": "PureCloud.addAssociation",  
  "data": { 
      "type": "contact", 
      "id": "1234", 
      "text": "John Smith"
   } 
}

Interaction.addCustomAttributes

Adds custom attributes to interactions.

Parameters

Name	Data type	Description	Notes
type	String	The type of action.	PureCloud. + the action name.
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
id	String	ID of the interaction.
attributes	Object	Key-value pairs of custom interaction attributes.

Example

{
    "type": "PureCloud.Interaction.addCustomAttributes",
    "data": {
        "id": "1234-1234-1234-1234",
        "attributes": {
            "record_url": "/0000413456"
        }
    }
}

Interaction.createConference

Creates a conference from multiple interactions.

Parameters

Name	Data type	Description	Notes
type	String	The type of action.	PureCloud. + the action name.
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
interactionIds	Array	List of interactions IDs added to the conference.

Example

{
    "type": "PureCloud.Interaction.createConference", 
    "data": {
        "interactionIds": [
            "9641xxxx-4bb2-xxxx-84f7-xxxxxx8513e8",
            "5eafbfc4-6ff4-xxxx-a2d7-d23c1abbd809", 
            "363ba2ca-xxxx-405e-bebe-fc59xxxxx17b"
         ]
    }
}

Interaction.updateState

Updates the state of an interaction.

Parameters

Name	Data type	Description	Notes
type	String	The type of action.	PureCloud. + the action name.
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
action	String	Desired state of the interaction.	Values: pickup, disconnect, hold, mute, securePause, blindTransfer, consultTransfer, concludeTransfer, secureSession. Only use concludeTransfer for consult transfers and secureSession for secure IVR flows.
id	String	ID of the interaction.
participantContext	Object	See participantContext object.	Only use participantContext when action is set to blindTransfer or consultTransfer.
secureSessionContext	Object	See secureSessionContext object.	Only use secureSessionContext when action is set to secureSession.

participantContext object

Defines the entity receiving the transfer.

Parameters

Name

Data type

Description

Notes

transferTarget

String

ID of an agent or queue, flow name, flow ID, or phone number for an external transfer.

Prefix flow name or flow ID with sip:, for example, sip:AuditorSecureFlow.

Encode special characters with the encodeURIComponent() method.

transferTargetType

String

Type of transfer entity.

Values: userId, queueId, address.

Use address with a flow name, a flow ID, or a phone number for an external transfer in transferTarget.

secureSessionContext object

Defines the entity receiving the transfer.

Parameters

Name

Data type

Required or optional

Description

Notes

flowId

String

Required

ID of the secure flow to receive the transferred interaction.

userData

String

Required

Customer-provided data.

Maps to the Flow.InvocationData variable in the secure flow.

Warning: Do not use secure or PCI data with userData.

disconnect

Boolean

Optional

Disconnects the interaction after creating the secure session (true) or does not disconnect the interaction after creating the secure session (false).

Examples

The following example shows an interaction transferred to an agent or queue without consultation.

{
    "type": "PureCloud.Interaction.updateState", 
    "data": {
        "action": "blindTransfer",
        "id": "1234-1234-1234-1234",
        "participantContext": {
            "transferTarget": "3175550123",
            "transferTargetType": "address"
        }
    }
}

The following example shows an interaction transferred to a secure IVR flow.

{
    "type": "PureCloud.interaction.updateState", 
    "data": {
        "action": "secureSession",
        "id": "1234-1234-1234-1234",
        "secureSessionContext": {
            "flowId": "741f4f39-7a94-470d-a1dd-dd68d01e0dd8",
            "userData": "hello",
            "disconnect": false,
        }
    }
}

User.updateStatus

Updates user status.

Parameters

Name	Data type	Description	Notes
type	String	The type of action.	PureCloud. + the action name.
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
id	String	ID of the status.

Example

{
    "type": "PureCloud.User.updateStatus",
    "data": {
        "id": "1234-1234-1234-1234"
    }
}

Subscribes to client events.

Parameters

Name	Data type	Description	Notes
type	String	The type of action.	PureCloud. + the action name.
data	Object	See data object.

data object

Defines the action.

Parameters

Name	Data type	Description	Notes
type	String	Type of event to subscribe to.	Values: Interaction, Notification, UserAction.
categories	Array of strings	Individual categories to receive notifications about.	Values: See Events per subscription type.

Events per subscription type

Event	Category	Data
Interaction	Data type: String Possible values: add, change, connect, disconnect, acw, deallocate, callbackPlaced, callbackCallEnded, blindTransfer, consultTransfer, or completeConsultTransfer.	Data type: Object or Interaction ID
Notification	Data type: String Possible values: interactionSelection, chatUpdate, interactionWindow, conversationTranscription.
UserAction	Data type: String Possible values: login, logout, station, status, modal, routingStatus, or view.	Data type: Object or string

Example

{
 "type": "PureCloud.subscribe",
 "data": {
     "type": "Notification",
     "categories": ["interactionSelection", "chatUpdate", "interactionWindow", "conversationTranscription"]
  }
}

Subscribe to the message channelClick to expand

To subscribe to the message channel, install version 3.12 or later of the PureCloud for Salesforce managed package. These versions of the managed package include the purecloud__ClientEvent__c channel that receives all messages. After you subscribe to purecloud__ClientEvent__c, Salesforce can listen for and fire the events selected in the call center settings.

The method of implementation varies, depending on the components that you use. The following example code shows how to use LMS with a Lightning Aura component.

Subscribe to Lightning messages on the purecloud__ClientEvent__c channel for an Aura component.

<lightning:messageChannel type="purecloud__ClientEvent__c" aura:id="clientEventMessageChannel" onMessage="{!c.onClientEvent}" scope="APPLICATION"/>

To receive Lightning messages, create an onClientEvent.

({
    onClientEvent: function (component, message, helper) {
        var eventData = message.getParams();
        if (eventData) {
            if(eventData.type === 'Interaction' && eventData.data.id) {
		console.log(‘Interaction ID: ‘ + eventData.data.id);
            }
        }
    }
})

To send Lightning messages, publish the events that the Genesys Cloud for Salesforce client listens for. For a list of events, see the Communicate with Genesys Cloud for Salesforce section.

component.find('clientEventMessageChannel').publish({
    type: 'PureCloud.User.updateStatus',
    data: { id: status }
});

For other examples, see Lightning Message Service [Developer Preview] in the Salesforce Developers Blog.

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

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