Set up the External Routing configuration in Genesys Cloud

To configure the OAuth settings in Genesys Cloud, create an OAuth client of Client Credentials grant type. For more information, see Create an OAuth client. Copy the Client ID and Client Secret from the OAuth client.

Ensure that you add the following permissions for the role when you create the OAuth client:

• Analytics > Conversation Detail > View
• Conversation > Communication > Blind Transfer
• Conversation > Communication > Blind TransferAgent
• Conversation > Communication > Blind TransferQueue
• Conversation > Communication > Disconnect
• Conversation > Communication > Transfer
• Conversation > Communication > View
• Conversation > Message > Create
• Conversation > Message > Receive
• Conversation > Message > View
• Messaging > Integration > View
• Routing > Queue > Search
• Routing > Queue > View

When you save the OAuth client, Genesys creates a Client ID and a Client Secret (token). Make a note of the Client ID and Client Secret, which are required in Salesforce configuration.

Open messaging is a lightweight integration that facilitates messaging with third-party systems and external messaging services. Configuring an open messaging integration is the first step to get started with open messaging. For more information, see Configure an open messaging integration.

When you create the integration, you can use placeholder values for Outbound Notification Webhook URL and Outbound Notification Webhook Signature Secret Token. The placeholder values are required as they are not used for external routing.

Create an inbound message flow in Genesys Cloud to route the messages to the right queue. For more information, see Add an inbound message flow.

Create a message routing entry and associate with the inbound message flow. For more information, see Add an inbound message route.