Good evening to everyone,
I need help with one type of implementation.
I configured the Genesys PureCloud integration in my dev environment.
I want to ask if someone knows how to automatically create a case, open the created case page, being the call still established,
Thanks is advance for the answers.
Good evening Pietro,
Yes, this is possible with the Genesys Cloud for Salesforce adapter, though it usually requires some configuration on the Salesforce side.
When a call connects, the adapter sends interaction data to Salesforce (ANI, interaction ID, queue, etc.). You can use Lightning Flow, Apex, or an interaction handler to automatically create a Case based on that event. The Case can then be opened automatically in the Service Console while the call is still active, allowing the agent to capture notes and manage the interaction in real time.
This pattern is common in Service Cloud environments where agents work directly from Salesforce during live interactions.
If you need help implementing or reviewing this architecture, a Genesys Salesforce integration consultant from dgt27 can assist with a proper Genesys Salesforce Integration setup.
