Error with CX Cloud from Genesys and Salesforce - Chat Attachments

We are currently in the process of implementing the Chat / Experience solution included in the Digital AI package from the CX Cloud package for Salesforce.

After all the configuration, we finally managed to get chats coming into Salesforce by accepting them via omni channel and use the custom components to reply to chats.

However, one thing we arent seeing is the ability to add attachemnts. We've ensured to add the "CreateWebMessage Attachment" permission to the corresponding file, but still not seeing the ability.

I am attaching a photo of what we see.

Any thoughts?

Another question we have is whether by using this solution, are the routing rules set in Genesys will be respected coming into Salesforce? Meaning if I have certain chat sessions that can only go to certain Agents, whether we'll see the same behaviour in Salesforce or we have to do some configuration there.

Thanks!

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