Mobile Office logo

    Mobile Office

    for Genesys Cloud

    Admin instructions
    Configurations
    Updated:October 13, 2026

    Which Salesforce integrations are supported?

    Further building upon the tight integration possibilities between Salesforce and Genesys Cloud desktop, we offer multiple ways of integrating Mobile Office, the mobile app for Genesys Cloud, with Salesforce in both directions. Please find below an overview of the integration possibilities.

    1. CRM popup#

    Mobile Office for Genesys -> Salesforce app#

    The CRM popup button is a custom button that is activated in Mobile Office and that appears for every interaction. When clicking this button during an interaction, the Salesforce app will automatically open the desired Object (e.g. contact, opportunity, case, ...) and will allow you to quickly access the customer data.

    This Salesforce integration is free of charge and included in your Mobile Office subscription. This feature requires you to provide the Salesforce URL referring to the object as participant data in Genesys Architect. More information about the Salesforce deep linking structure and how to refer to objects in the Salesforce Mobile App can be found here.

    From a Mobile Office perspective, you can activate this option under "Integrations (CRM & other)" in the Mobile Office Admin Portal once the participant data is available in Genesys Cloud.

    URL Example: salesforce1://sObject/$ID$/view

    Uploaded image

    2. Click-to-dial#

    Salesforce app -> Mobile Office for Genesys#

    The click-to-dial button is a custom Salesforce package that can be installed on your Salesforce organisation. The package adds a button to your Salesforce UI named "Mobile Office". When a user is viewing contact information in the Salesforce app, the custom button will provide the Salesforce user the option to dial out via Mobile Office for Genesys.

    This Salesforce integration is free of charge and included in your Mobile Office subscription. Installation details can be found in the document "Salesforce package".

    Besides calls, Mobile Office supports Click-to-SMS and Click-to-WhatsApp, so users can start an SMS or WhatsApp interaction in Mobile Office from a CRM record. For the setup from any CRM, see the General Click to Dial setup guide.

    Uploaded image

    3. Interaction logging#

    Mobile Office for Genesys -> Salesforce activities#

    Mobile Office is built on top of Genesys Cloud. This means that all call data, analytics and recordings are directly available in Genesys Cloud. If you want to have call interaction data of Mobile Office calls directly in Salesforce, we advise to set up a back-end integration (via Genesys data actions) between Genesys Cloud and Salesforce that syncs the data. This way, your Salesforce-Genesys Cloud data stream will automatically work for both your desktop usage and Mobile Office usage.

    Be aware that this part of the guide (interaction logging) assumes you have working knowledge of both Genesys Cloud and Salesforce APIs. The integration between Mobile Office, Genesys Cloud, and Salesforce requires independent configuration of both platforms, including the setup of Genesys Data Actions, OAuth connections, and Salesforce objects. This article is intended as a general guide and does not include step-by-step configuration instructions. You or your technical team will need to implement and adapt the integration based on your specific environment and requirements. If you want to set up an integration only for mobile calls, you can use the "isMobile = True" boolean in the participant data to differentiate between desktop and mobile calls.

    Uploaded image