Genesys Salesforce integrationYour contact center inside Salesforce, with every call on the right record
Genesys Cloud has its own Salesforce integration, with the Genesys softphone, screen pops and click-to-dial inside Salesforce. We set it up and extend it with the Genesys Cloud and Salesforce APIs, so every call lands on the right lead or contact, notes and AI call summaries fit on the record, and queue and agent data reach your reports.
- Genesys Cloud for Salesforce set up, then extended
- Calls saved to a custom call activity object that holds long text
- Queue, agent and wrap-up data ready for Salesforce reports
900+ integrations completed · Salesforce partner · We sign BAAs
- • Inbound call
- • Call from a new number
- • Each interaction
- • Notes, AI summaries and transcripts
- • Click-to-dial
- • Record context
Interactions in Genesys, customers in Salesforce
When Genesys Cloud and Salesforce are not working together, agents switch screens to find the caller, wrap-up notes stay in the contact center, and managers cannot connect queue activity to leads, cases or revenue.
What it does
What the Genesys Salesforce integration handles
Native integration, extended
We set up Genesys Cloud for Salesforce, with the softphone, screen pops and click-to-dial, then build what your process needs beyond it.
Calls to a call activity object
Each interaction is saved to a custom activity object built for calls, so long wrap-up notes, AI call summaries and transcripts fit. Salesforce Tasks cannot hold that much text.
Screen pop on the right record
Inbound calls open the matching lead, contact or case, with numbers normalized first so one caller stays one record.
Leads from new callers
A call from a new number can create a lead, with your lead source and owner rules applied.
Queue and wrap-up data
Queue, agent, direction, duration and wrap-up code written to fields on the call record, so Salesforce reports can group by them.
Source and tracking fields
When a call comes from your website, the five tracking fields travel with it: first and last click landing page URL, first and last click referring domain, and the converting page URL.
Genesys call center dashboards
Calls, queues and outcomes side by side with leads and deals, in Salesforce dashboards or a call center dashboard we build.
Ready for CX Cloud
Genesys has announced the retirement of the Open CTI version, with CX Cloud from Genesys and Salesforce as the path forward. We plan the call data model so it carries over.
Try it: connect two systems
Click and drag the blue plug back, then let go to connect Genesys to Salesforce.
AimingData that flows
Genesys Salesforce integration: both directions, field by field
- Inbound callScreen pop on the matching lead, contact or case
- Call from a new numberCreates a lead
- Each interactionQueue, agent, direction, duration and wrap-up code on the call activity object
- Notes, AI summaries and transcriptsSaved in long text fields on the call
- Recording linkOpened from the record
- Click-to-dialCalls placed from the lead, contact or case
- Record contextOwner and status available to the agent on the call
See your own Genesys Cloud + Salesforce map
A free call maps your fields and data flow, so you see exactly what the integration would do before anything is built.
Built for real life
Genesys Salesforce integration: the hard parts, already solved
Transfers between queues
A call that moves between queues or agents is logged once on the record, with each leg kept for reporting.
Same caller, different formats
Numbers are cleaned to one format before matching, so a caller does not end up on two leads.
Long text
Wrap-up notes, summaries and transcripts are too long for Tasks and Events, so they live on a custom activity object built for them.
What clients say
The JTS team are extremely knowledgeable when it comes to advertising attribution and maximizing the potential of customer and leads. They know software extremely well, and how all the pieces fit together perfectly. I highly recommend his services to anyone looking to streamline their technology and maximize their sales potential.
I have been thoroughly impressed with the results. JTS team expertise in systems and software integration has given me clear and concise reports, they help me also with generating qualified leads, has been instrumental in driving my business forward. Thank you for everything you have done for my business.
For the past five years, Journeys Through Search has been an incredible marketing company to assist in our PPC, web development and support. Quick responses, vast knowledge and marketing creativity made them such a value add to our organization.
How it works
How the Genesys Salesforce integration goes live
- 1
Book a free call
We look at how calls reach your team today, which queues and agents take them, and what your team needs to see on the record.
- 2
Mapping
Which records calls match or create, which fields carry over, and where calls, notes and recordings are logged, agreed first.
- 3
Set up and test
The native integration set up or the API build done, then tested with real calls before your team relies on it.
- 4
Go live
Running in the background, with support if your numbers, queues or process change.
Working with us
US and overnight hours
Our teams cover all hours, so work keeps moving after your day ends.
AI agents in the workflow
We use AI agents in development and content creation, on a HIPAA-compliant Claude Enterprise license, so builds move faster.
900+ integrations completed
We have done this before, and it shows in how we plan and test.
Free call first
Honest advice before any work starts, even if you never hire us.
Who the Genesys Salesforce integration is for
- Contact centers on Genesys Cloud with sales or service teams in Salesforce
- Admissions and intake teams that take calls in queues
- Managers who want queue and agent activity next to leads and revenue
Genesys Salesforce integration FAQ
Does Genesys Cloud connect to Salesforce out of the box?
Yes. Genesys Cloud for Salesforce puts the softphone, screen pops and click-to-dial inside Salesforce. We set it up and build the pieces it does not cover, such as lead rules, long notes on the record and reporting fields.
Where do the calls go in Salesforce?
To a custom call activity object, so long notes, AI call summaries and transcripts fit. Tasks and Events cannot hold long text.
What about CX Cloud from Genesys and Salesforce?
Genesys names it as the path forward from the Open CTI version. We set up either one and keep your call records and reports consistent across the move.
Can we get Genesys call center dashboards in Salesforce?
Yes. Once calls, queues and outcomes are on Salesforce records, we build dashboards that show them next to leads and deals.
How is it priced?
By project, not by the hour. The first call is free, and you get a project quote after it.