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 matching your Genesys Cloud account.
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 |
| Adds group member in Genesys |
| Assigns routing language to an existing user in Genesys |
| Assigns routing skill to an existing user in Genesys |
| Changes your account password in Genesys |
| Creates an agentless email conversation in Genesys |
| Creates an email conversation in Genesys |
| Creates a single benefit assessment in Genesys |
| Creates a call conversation in Genesys |
| Creates a call conversation on behalf of a user in Genesys |
| Creates a new location in Genesys |
| Creates an outbounding message conversation in Genesys |
| Creates routing language in Genesys |
| Creates a routing queue in Genesys |
| Creates a routing skill in Genesys |
| Creates a routing wrapupcode in Genesys |
| Creates edge in Genesys |
| Creates a new didpol in Genesys |
| Creates a new extension pool in Genesys |
| Creates telephony edge poll in Genesys |
| Creates a telephony edge site in Genesys |
| Creates a telephony edge trunk base settings in Genesys |
| Creates a new user in Genesys |
| Creates a new user group in Genesys |
| Deletes a single benefit by assessment ID in Genesys |
| Deletes an existing location in Genesys |
| Deletes a routing language in Genesys |
| Deletes a routing queue by ID in Genesys |
| Deletes a routing skill in Genesys |
| Deletes a routing wrapupcode in Genesys |
| Deletes an existing edge in Genesys |
| Deletes a Genesys didpol by ID |
| Deletes extension pools by ID in Genesys |
| Deletes telephony edge phone by ID in Genesys |
| Deletes telephony edge sites by ID in Genesys |
| Delete telephony edge trunk base settings by ID in Genesys |
| Deletes an existing user in Genesys |
| Deletes a new user group in Genesys |
| Gets active call conversations in Genesys |
| Gets active call conversation by ID in Genesys |
| Gets active mail conversations in Genesys |
| Gets single benefit assessment by ID in Genesys |
| Retrieves conversation by conversation id in Genesys |
| Retrieves conversation analytics data by conversation ID in Genesys |
| Retrieves the current draft reply for a specific email conversation in Genesys Cloud using its conversation ID |
| Retrieves a specific email message within a Genesys cloud conversation. |
| Retrieves the history of messages within the conversation |
| Retrieves conversations call history in Genesys |
| Retrieves the details of a specific email conversation in Genesys Cloud using its Conversation ID |
| Gets group members in Genesys |
| Gets a location by ID in Genesys |
| Gets message conversation in Genesys |
| Gets message conversation by id in Genesys |
| Gets an outbound event in Genesys |
| Gets a routing language in Genesys |
| Gets a routing queue by ID in Genesys |
| Gets a routing skill in Genesys |
| Gets a routing wrapupcode in Genesys |
| Gets a station by ID in Genesys |
| Gets a telephony line in Genesys |
| Gets an existing edge in Genesys |
| Gets listing of unassigned and/or assigned numbers in a set of didpools in Genesys |
| Gets extensionpool in Genesys by ID |
| Gets extension pools in Genesys |
| Get extension pools in divisionviews in Genesys |
| Gets telephony extensions in Genesys by ID |
| Gets telephony phone by ID in Genesys |
| Gets telephony edge sites by site ID in Genesys |
| Gets telephony edge trunk base settings by site ID in Genesys |
| Gets a Genesys didpool in Genesys by its ID |
| Gets a Genesys did by ID |
| Gets a user by ID in Genesys |
| Gets an existing user group in Genesys |
| Gets queues for a user in Genesys |
| Gets routing languages assigned to a user in Genesys |
| Gets routing skills assigned to a user in Genesys |
| Gets routing status of a user in Genesys |
| Gets skill groups for a user in Genesys |
| Gets state information of a user in Genesys |
| Gets station information of a user in Genesys |
| Lists users in Genesys |
| Query for conversation details in Genesys |
| Removes group members in Genesys |
| Search users using query in Genesys |
| Sends an agentless outbound message in Genesys |
| Sends an email reply to an existing conversation in Genesys |
| Sends email to an external conversation in Genesys |
| Sends an inbound open text message in Genesys |
| Sends a message on existing conversation and communication in Genesys |
| Unassigns user assigned to a station in Genesys |
| Updates an existing location in Genesys |
| Updates a routing queue by ID in Genesys |
| Updates an existing edge in Genesys |
| Updates extensionpool by ID in Genesys |
| Updates telephone edge phone by ID in Genesys |
| Updates telephony edge sites by site ID in Genesys |
| Updates telephony edge trunk base settings by ID in Genesys |
| Updates a didpool in Genesys by its ID |
| Updates user’s associated station in Genesys |
| Updates user’s default station in Genesys |
| Updates an existing user group in Genesys |
| Changes a user’s password in Genesys |
| Updates user profile skill in Genesys |
| Updates user’s role in Genesys |
| Updates user routing skill in Genesys |
| Updates user routing status in Genesys |
| Updates user routing skills in bulk in Genesys |
| Updates user state information in Genesys |
| Updates user’s verifier in Genesys |
Triggers :
Trigger Name | Description |
| Triggers when a new event is occurred in Genesys |