PureCloud for Salesforce - Do not create a Task

Genesys Cloud Integrations
1

Hello

Is there a way to avoid creating a Task for every interaction in PureCloud for Salesforce?

When using the MS Dynamics integration, it is possible to set a participant data IS_ActivityID to assign the interaction to a specific Task, or even set it to NONE so it does not create one.

Is this possible with the Salesforce integration? I've tried setting an attribute called SF_ActivityID, but it does not work.

Thank you!

2

Today there is no functionality out of the box to selectively skip Task creation based on an interaction attribute.

You can turn off interaction logs completely by using the following Genesys Cloud for Salesforce settings

  • Enable Interaction Logs
  • Enable Interaction Log Editing

If you want to create Task objects selectively, advanced customization such as extension points may be a good option to consider: https://help.mypurecloud.com/articles/use-the-extension-points-to-customize-saving-interaction-logs/.

3

Thank you Junji!

4

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