Genesys empowers advanced customer experience orchestration by unifying voice, chat, messaging, and digital channels within a single cloud contact center platform. It provides intelligent routing, real-time analytics, workforce engagement tools, and AI-driven automation to help organizations deliver personalized, scalable, and seamless customer interactions across every touchpoint.
Authentication:
Integrating your application with Genesys enables unified customer engagement, intelligent routing, and real-time interaction management to optimize contact center performance and elevate customer experience. Before you begin, ensure you have the following information:
Connection Name: Choose a meaningful name for your connection. This name helps you identify the connection within your application or integration settings. It could be something descriptive like "MyAppGenesysIntegration".Region: Select the region of your Genesys Cloud account. Only two regions are supported: us-east 1 (the default) and us-west 2. Accounts in other regions can't connect.
Client Credentials Based:
Log into your Genesys Cloud account.
From the main menu, go to Admin -> Integrations -> OAuth.
Click the + Add Client button and provide app name and then select grant type as Client credentials.
Click Next, then toggle on the specific roles your app needs and then click Next.
Adjust the token duration if needed and click on save.
Copy the generated client ID and client secret and use it for further authentication purposes.
Actions :
Action Name | Description |
|---|---|
Add group members | Adds group member in Genesys |
Assign routing language to an existing user | Assigns routing language to an existing user in Genesys |
Assign routing skill to an existing user | Assigns routing skill to an existing user in Genesys |
Change a user's password | Changes a user's password in Genesys |
Change your account password | Changes your account password in Genesys |
Create a call conversation | Creates a call conversation in Genesys |
Create a call conversation on behalf of a user | Creates a call conversation on behalf of a user in Genesys |
Create a new didpool | Creates a new didpool in Genesys |
Create a new extensionpool | Creates a new extensionpool in Genesys |
Create a new location | Creates a new location in Genesys |
Create a new user | Creates a new user in Genesys |
Create a new user group | Creates a new user group in Genesys |
Create a routing queue | Creates a routing queue in Genesys |
Create a single benefit assessment | Creates a single benefit assessment in Genesys |
Create a telephony edge site | Creates telephony edge site in Genesys |
Create an agentless email conversation | Creates an agentless email conversation in Genesys |
Create an email conversation | Creates an email conversation in Genesys |
Create an outbound messaging conversation | Creates an outbound messaging conversation in Genesys |
Create edge | Creates edge in Genesys |
Create routing language | Creates a routing language in Genesys |
Create routing skill | Creates a routing skill in Genesys |
Create routing wrapupcode | Creates a routing wrapupcode in Genesys |
Create telephony edge phone | Creates telephony edge phone in Genesys |
Create telephony edge trunk base settings | Creates telephony edge trunk base settings in Genesys |
Delete a new user group | Deletes a new user group in Genesys |
Delete a routing queue by ID | Deletes a routing queue by ID in Genesys |
Delete a single benefit assessment by ID | Deletes a single benefit assessment by ID in Genesys |
Delete an existing edge | Deletes an existing edge in Genesys |
Delete an existing location | Deletes an existing location in Genesys |
Delete an existing user | Deletes an existing user in Genesys |
Delete didpool by ID | Deletes a Genesys didpool by its ID |
Delete extensionpools by ID | Deletes extensionpools by ID in Genesys |
Delete routing language | Deletes a routing language in Genesys |
Delete routing skill | Deletes a routing skill in Genesys |
Delete routing wrapupcode | Deletes a routing wrapupcode in Genesys |
Delete telephony edge phone by ID | Deletes telephony edge phone by ID in Genesys |
Delete telephony edge sites by site ID | Deletes telephony edge sites by site ID in Genesys |
Delete telephony edge trunk base settings by ID | Deletes telephony edge trunk base settings by ID in Genesys |
Get a active call conversation by id | Gets active call conversation by id in Genesys |
Get a message conversation | Gets message conversation in Genesys |
Get a message conversation by id | Gets message conversation by id in Genesys |
Get a routing queue by ID | Gets a routing queue by ID in Genesys |
Get a single benefit assessment by ID | Gets a single benefit assessment by ID in Genesys |
Get a user by ID | Gets a user by ID in Genesys |
Get active call conversations | Gets active call conversations in Genesys |
Get active email conversations | Retrieves all active email conversations for the logged-in user in Genesys |
Get an existing edge | Gets an existing edge in Genesys |
Get an existing user group | Gets an existing user group in Genesys |
Get conversation draft reply | Retrieves the current draft reply for a specific email conversation in Genesys Cloud using its conversation ID. |
Get conversation message | Retrieves a specific email message within a Genesys Cloud conversation. |
Get conversation transcript URL | Gets a transcript URL for a conversation communication in Genesys |
Get conversation transcript URLs | Gets transcript URLs for a conversation communication in Genesys |
Get did by ID | Gets a Genesys did by ID |
Get didpool by ID | Gets a Genesys didpool by its ID |
Get email conversation by ID | Retrieves the details of a specific email conversation in Genesys Cloud using its conversation ID |
Get email message of conversation | Retrieves an email message by conversation ID and message ID in Genesys. |
Get extension pools | Gets extension pools in Genesys |
Get extensionpool in by ID | Gets extensionpool in Genesys by ID |
Get extensionpools in divisionviews | Get extensionpools in divisionviews in Genesys |
Get group members | Gets group members in Genesys |
Get location by ID | Gets a location by ID in Genesys |
Get outbound event | Gets an outbound event in Genesys |
Get queues for a user | Gets queues for a user in Genesys |
Get routing language | Gets a routing language in Genesys |
Get routing languages assigned to a user | Gets routing languages assigned to a user in Genesys |
Get routing skill | Gets a routing skill in Genesys |
Get routing skills assigned to a user | Gets routing skills assigned to a user in Genesys |
Get routing status of a user | Gets routing status of a user in Genesys |
Get routing wrapupcode | Gets a routing wrapupcode in Genesys |
Get skill groups for a user | Gets skill groups for a user in Genesys |
Get state information of a user | Gets state information of a user in Genesys |
Get station by ID | Gets a station by ID in Genesys |
Get station information of a user | Gets station information of a user in Genesys |
Get telephony edge sites by site ID | Gets telephony edge sites by site ID in Genesys |
Get telephony edge trunk base settings by site ID | Gets telephony edge trunk base settings by site ID in Genesys |
Get telephony extensions by ID | Gets telephony extensions in Genesys by ID |
Get telephony line | Gets a telephony line in Genesys |
Get telephony phone by ID | Gets telephony phone by ID in Genesys |
Gets listing of unassigned and/or assigned numbers in a set of didpools | Gets listing of unassigned and/or assigned numbers in a set of didpools in Genesys |
List email conversation messages | Retrieves the history of messages within the conversation |
Lists users | Lists users in Genesys |
Query conversation details | Query for conversation details in Genesys |
Remove group members | Removes group members in Genesys |
Retrieves conversation analytics data | Retrieves conversation analytics data by conversation ID in Genesys. |
Retrieves conversation by id | Retrieves conversation by conversation ID in Genesys. |
Retrieves conversations call history | Retrieves conversations call history in Genesys. |
Search users | Search users using query in Genesys |
Send an agentless outbound message | Sends an agentless outbound message in Genesys |
Send an inbound open text message | Send an inbound open text message in Genesys |
Send email to an external conversation | Sends an email to an external conversation in Genesys |
Send message on existing conversation and communication | Sends a message on existing conversation and communication in Genesys |
Send reply to an existing conversation | Sends an email reply to an existing conversation in Genesys |
Unassign user assigned to a station | Unassigns user assigned to a station in Genesys |
Update a routing queue by ID | Updates a routing queue by ID in Genesys |
Update an existing edge | Updates an existing edge in Genesys |
Update an existing location | Updates an existing location in Genesys |
Update an existing user group | Updates an existing user group in Genesys |
Update didpool by ID | Updates a Genesys didpool by its ID |
Update extensionpool by ID | Updates extensionpools by ID in Genesys |
Update telephony edge phone by ID | Updates telephony edge phone by ID in Genesys |
Update telephony edge sites by site ID | Updates telephony edge sites by site ID in Genesys |
Update telephony edge trunk base settings by ID | Updates telephony edge trunk base settings by ID in Genesys |
Update user profile skills | Updates user profile skills in Genesys |
Update user routing skill | Updates user routing skill in Genesys |
Update user routing skills in bulk | Updates user routing skills in bulk in Genesys |
Update user routing status | Updates user routing status in Genesys |
Update user state information | Updates user state information in Genesys |
Update user's associated station | Updates user's associated station in Genesys |
Update user's default station | Updates user's default station in Genesys |
Update user's role | Updates user's role in Genesys |
Update user's verifier | Updates user's verifier in Genesys |
Triggers :
Trigger Name | Description |
|---|---|
On new event | Triggers when a new event occurs in genesys |
Setting up the On new event trigger: This is a webhook trigger, and UnifyApps doesn't register the webhook for you. When you add the trigger, copy the Webhook URL it shows and set it up in your Genesys app (for example, through a webhook or EventBridge integration) to receive event notifications. Do this before you publish the automation, or the trigger won't fire.