We deploy salesforce and want to route new cases via Genesys cloud, therefor we are using the third party email routing API. No issues here.
We are also using the Genesys Cloud Embedded Client inside salesforce.
the problem we are running into:
When the agent get the interaction, there is no option to pop the script that we attach to the flow or queue.
Inside the native genesys cloud interface, we can get to the script without issue.
- Calls have a script Icon.
- Chat's have a chat button to pop a separate screen to see the chat interface which also includes the script.
- A normal inbound email works similar to chat above
- But a third party email doesn't have anything where we can get to the script.
Is this by design? or am I missing a setting inside salesforce?
Any thoughts on a workaround?
Thanks.