Genesys Cloud provides extensive data actions integration capabilities across multiple platforms including AWS Lambda, Google Cloud, Microsoft Dynamics 365, Salesforce, web services, and Zendesk, with installation limits ranging from 10 to 100 depending on platform type. Each integration type features unique configuration requirements and authentication methods tailored to the respective platform, including IAM resources for AWS Lambda, service account credentials for Google Cloud, client secret or certificate-based authentication for Microsoft Dynamics 365, OAuth flows for Salesforce, and API tokens for Zendesk.
The integration setup process follows a consistent three-step workflow: configuring integration names and notes on the Details tab, establishing authentication credentials on the Configuration and Credentials tabs using platform-specific methods, and activating integrations through a Status toggle to enable data actions functionality. Genesys Cloud automatically appends numbers to duplicate integration names to ensure uniqueness and proper differentiation of associated data actions. Multiple integrations of the same type can be deployed to support different configurations, accounts, or environments while maintaining distinct naming conventions.
Security is prioritized throughout the integration process, with credentials passed securely during configuration rather than stored in code, reducing exposure risk and enabling credential updates without code modification. The platform supports various authentication methods including Basic Auth, OAuth, and custom configurations, with annual certificate rotation available for certain integrations through either Genesys Cloud-managed renewal or manual DigiCert rotation. Credentials should not be changed after integration publication, as this may break active actions and requires contacting Genesys Cloud Customer Care for migration support.
Activation is mandatory for all integrations to enable testing of data actions and their visibility within Genesys Cloud applications; inactive integrations prevent data action testing and prevent actions from appearing in the system. Integration management capabilities include editing integration details, toggling active or inactive status, and deleting installations as needed. Platform-specific configurations include AWS Lambda Role ARN entry, Google Cloud service account JSON key file parameters (Client ID, Client Email, Private Key ID, and Private Key), Microsoft Entra ID registration with support for client secret or certificate-based authentication, Salesforce OAuth Client Credentials Flow or legacy username-password authentication, web service mutual TLS certificate configuration, and Zendesk API token setup with subdomain-specific Base Service URLs.
For Google services, Authorization Scopes must be configured as comma-delimited lists of required API permissions, with optional Impersonating User Email for delegated access scenarios. Microsoft Dynamics 365 supports three credential types: msDynamicsAppClientSecret, msDynamicsAppCertificate, and the deprecated Microsoft Dynamics 365 credential type due to mandatory multifactor authentication requirements. Salesforce integrations recommend the OAuth Client Credentials Flow for new implementations, though legacy username-password flows remain available with specific permission requirements. Web service integrations support Basic Auth, User Defined custom fields, and OAuth credential types, with certificate management available through the public API.
After configuration, users save or activate the integration; activation is required to test data actions and enable their appearance in Genesys Cloud applications. The Status toggle transitions integrations from Inactive to Active upon confirmation. Once activated, integrations can be subsequently edited, deactivated, or deleted as needed, and custom actions can be created to leverage the configured data connections for operating on data through various external systems and APIs.
Note: This article applies to the AWS Lambda, Function, Genesys Cloud, Google, Microsoft Dynamics 365, Salesforce, web services, and Zendesk data actions integrations.
To use the integration, add one or more AWS Lambda data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and custom actions to act on data through different AWS Lambda functions.
Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.
Add an integration.
The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.
Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.
Add credentials.
Click the Configuration tab.
Click the Credentials tab.
Click Configure.
The Configure Credentials dialog box appears.
Enter the following information:
Role ARN: The role in your AWS account that has access to one or more of your AWS Lambda functions. This credential allows Genesys Cloud to access and invoke the AWS Lambda functions associated with this role.
Click OK.
Click Save or Save & Activate.
A list of all integrations that you have installed appears.
If you have only saved the integration, then activate the integration.
Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.
Under the integration that you just added, click the Status toggle to change it from Inactive to Active.
To use the integration, add one or more Genesys Cloud Function data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and custom actions to act on data through different AWS Lambda functions.
Credentials
Your custom code within the Function is responsible for handling any authentication with external systems. Avoid storing credentials directly in your code. Instead, pass them securely into the Genesys Cloud Function data action during configuration. Credentials that are not stored within the code, reduce the risk of exposure. Easily update credentials through the integration configuration without modifying the code itself.
Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.
Add an integration.
The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.
Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.
Add credentials.
Click the Configuration tab.
Click the Credentials tab.
Click Configure.
The Configure Credentials dialog box appears.
Click Add Credential Field and enter the following information:
Field Name
Value
Click OK.
Click Save or Save & Activate.
A list of all integrations that you have installed appears.
If you have only saved the integration, then activate the integration.
Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.
Under the integration that you just added, click the Status toggle to change it from Inactive to Active.
To use the integration, add one or more Genesys Cloud data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data from the Platform API.
Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.
Add an integration.
The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.
Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.
Add credentials.
The credentials use the Genesys Cloud OAuth client credentials.
Click the Configuration tab.
Click the Credentials tab.
Click Configure.
The Configure Credentials dialog box appears.
Enter the following information:
Client ID: The ID generated when you create a Genesys Cloud OAuth client.
Client Secret: The secret generated when you create a Genesys Cloud OAuth client.
Click Confirm.
Click Save or Save & Activate.
A list of all integrations that you have installed appears.
If you have only saved the integration, then activate the integration.
Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.
Under the integration that you just added, click the Status toggle to change it from Inactive to Active.
To use the integration, add one or more Google data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data in different Google accounts.
Also, choose the correct integration from the available list in Genesys Cloud:
Google Data Actions – Use this integration to act on data in Google applications like Google Cloud, G Suite, and Google Cloud Functions (1st gen).
Google Cloud Run Function Data Actions – Use this integration to act on data in Google Cloud Run Functions.
Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.
Add an integration.
The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.
Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.
Add credentials.
Click the Configuration tab.
Click the Credentials tab.
Click Configure.
The Configure Credentials dialog box appears.
Select the Credential Type for the Google application that you will use with this data actions integration.
For Google Cloud Platform, select googleCloudPlatformServiceAccount and enter the following information:
Client ID: The unique ID for your Google service account. Also client_id in the JSON key file that your account generates.
Client Email: The email for your Google service account. Also client_email in the JSON key file that your account generates.
Private Key ID: private_key_id in the JSON key file that your Google service account generates.
Private Key: private_key in the JSON key file that your Google service account generates.
Tip: To prevent errors in the value, copy the entire contents between the quotes, but not inclusive of the quotes. The action service correctly processes the additional characters.
For G Suite, select googleGSuiteServiceAccount. and enter the following information:
Service Account Email: The email for your Google service account. Also client_email in the JSON key file that your account generates.
Private Key ID: private_key_id in the JSON key file that your Google service account generates.
Private Key: private_key in the JSON key file that your Google service account generates.
Authorization Scopes: The comma-delimited list of scopes that the integration should be granted access to, for example, “https://www.googleapis.com/auth/admin.reports.usage.readonly, https://www.googleapis.com/auth/admin.reports.usage.readonly.”
A list of all integrations that you have installed appears.
If you have only saved the integration, then activate the integration.
Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.
Under the integration that you just added, click the Status toggle to change it from Inactive to Active.
Click Confirm.
Click Menu > IT and Integrations > Integrations.
Click Add Integration.
Search for Google Cloud Run Functions Data Actions integration and click Install.
The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.
Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.
Add credentials.
Click the Configuration tab.
Click the Credentials tab.
Navigate to Configuration > Credentials and click Configure.
The Configure Credentials dialog box appears.
Enter the following information for the credentials that you have noted down from the JSON key associated with your service account:
Client ID: The unique ID for your Google service account. The client_id in the JSON key file.
Client Email: The email for your Google service account. The client_email in the JSON key file.
Private Key ID: private_key_id in the JSON key file that your Google service account generates.
Private Key: private_key in the JSON key file that your Google service account generates.
Tip: To prevent errors in the value, copy the entire contents between the quotes, but not inclusive of the quotes. The action service correctly processes the additional characters.
Click Confirm.
Click Save or Save & Activate.
A list of all integrations that you have installed appears.
If you have only saved the integration, then activate the integration.
Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.
Under the integration that you just added, click the Status toggle to change it from Inactive to Active.
To use the integration, add one or more Microsoft Dynamics 365 data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data in different Microsoft Dynamics 365 accounts.
Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.
Add an integration.
The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.
Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.
To add credentials, select the Configuration tab and then click Configure.The Configure Credentials dialog box appears.
Select one of the following credential types and fill in the details accordingly:
Credential Type: msDynamicsAppClientSecretAuth
Root Organization Web Address: The URL of your Microsoft Dynamics 365 organization, for example, https://contoso.crm.dynamics.com.
Application ID: The ID for the Microsoft Dynamics 365 application that you had registered.
The application ID is created through the application registration in Microsoft Entra ID. For more information, see Register the integration.
Client Secret: The secret value that you noted down when you registered the application and added client secret. For more information, see Register the integration.
Credential Type: msDynamicsAppCertificateAuth
Root Organization Web Address: The URL of your Microsoft Dynamics 365 organization, for example, https://contoso.crm.dynamics.com.
Application ID: The ID for the Microsoft Dynamics 365 application that you had registered.
The application ID is created through the application registration in Microsoft Entra ID. For more information, see Register the integration.
Certificate Thumbprint: The thumbprint of the certificate that you used for the Microsoft Entra ID application. When you upload the certificate for the application, the thumbprint is displayed in the Microsoft Entra admin UI.
Certificate Private Key: Enter the private key that corresponds to the certificate you uploaded for the Microsoft Entra ID application. The private key begins with -----BEGIN PRIVATE KEY-----. For more information, see Register the integration.
Credential Type: Microsoft Dynamics 365
Username: Your Microsoft Dynamics 365 login ID.
The user must be able to access any data that you want to make available to the Microsoft Dynamics 365 data action integration.
Password: Password for your Microsoft Dynamics 365 login ID.
Root Organization Web Address: The URL of your Microsoft Dynamics 365 organization, for example, https://contoso.crm.dynamics.com.
Application ID: The ID for your Microsoft Dynamics 365 organization.
The application ID is created through the application registration in Microsoft Entra ID. For more information, see Register the integration.
Note: This credential type will be deprecated as Microsoft has made multifactor authentication mandatory for Azure and other admin portals.
Click OK
Click Save or Save & Activate.
A list of all integrations that you have installed appears.
If you have only saved the integration, then activate the integration.
Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.
Under the integration that you just added, click the Status toggle to change it from Inactive to Active.
To use the integration, add one or more Salesforce data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data in different Salesforce accounts.
Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.
Add an integration.
The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.
Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.
Add credentials.
Click the Configuration tab.
Click the Credentials tab.
Click Configure.
The Configure Credentials dialog box appears.
In the Configure Credentials dialog box, select a credential type:
Salesforce (OAuth Client Credential Flow) (recommended) – Use this credential type for a new integration. It uses OAuth 2.0 client credentials (Client ID and Client Secret) instead of a username, password, and security token. Enter the following information for credentials:
Client ID: The consumer key from your Salesforce External Connected App.
Client Secret: The consumer secret from your Salesforce External Connected App.
My Domain Name URL: Your company’s Salesforce My Domain URL. For example, https://your-domain.my.salesforce.com.
Salesforce (legacy) – Enter the following information:
Note:In Salesforce, you have to enable Allow OAuth Username-Password Flows settings in OAuth and OpenID Connect Settings. For more information, see OAuth 2.0 Username-Password Flow.
Username: Your Salesforce login ID.
Use a Salesforce profile that has API Enabled selected and View All selected for accounts, cases, and contacts. This user (preferably a system admin) must be able to access any standard and custom fields that are used in Genesys Cloud applications.
Password: Password for your Salesforce login ID.
Security Token: The API token generated for the Salesforce organization.
The token is an alphanumeric string like AS4DFA9SasdJas2HIasd1asdf.
Login URL: The Salesforce URL used to connect to the API.
The service defaults to https://login.salesforce.com. For a test organization, select https://test.salesforce.com.
Click OK.
Click Save or Save & Activate.
A list of all integrations that you have installed appears.
If you have only saved the integration, then activate the integration.
Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.
Under the integration that you just added, click the Status toggle to change it from Inactive to Active.
To use the integration, add one or more web services data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and custom actions to act on data through different web services.
Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.
Add an integration.
The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.
Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.
Configure a mutual TLS certificate (if required for the web service).
On the Configuration tab, select Properties.
Select the value for Mutual TLS Client Certificate Authority.
The default signing authority of the client certificate is Genesys Cloud. You can also select DigiCert as the Certificate Authority (CA). Using the GET /api/v2/integrations/actions/certificates public API, you can download the available certificates in use.
If you use Genesys Cloud certificates, then Genesys Cloud recommends establishing a trust relationship with the root CA, which renews and updates certificates automatically. Establishing the trust relationship with the CA ensures that no interruptions occur when new certificates are available. For more information, see MTLS support for data actions.
Add credentials (if required for the web service).
Click the Configuration tab.
Click the Credentials tab.
Click Configure.
The Configure Credentials dialog box appears.
Select a Credential Type and enter credential information. For more information, see Credential types.
Warning: Do not change a credential type after you configure the integration and publish actions. Changing the credential type could break any actions that are in use. To migrate an active integration to a new credential type, contact Genesys Cloud Customer Care.
Basic Auth
Enter information for the following items:
Username: Your web service login ID.
Password (optional): Password for your web service login ID.
User Defined
Click Add Credential Field.
Add Field Name and Value.
Repeat steps i and ii for more user-defined field names and values.
A list of all integrations that you have installed appears.
If you have only saved the integration, then activate the integration.
Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.
Under the integration that you just added, click the Status toggle to change it from Inactive to Active.
To use the integration, add one or more Zendesk data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data in different Zendesk accounts.
Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them.
Add an integration.
The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration.
Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.
Add credentials.
Click the Configuration tab.
Click the Credentials tab.
Click Configure.
The Configure Credentials dialog box appears.
Enter the following information:
Email: Your Zendesk login ID.
Base Service URL: The URL of the Zendesk service used to connect to the API, formatted as https://{subdomain}.zendesk.com.
API Token: The API token generated for your Zendesk organization.
Click OK.
Click Save or Save & Activate.
A list of all integrations that you have installed appears.
If you have only saved the integration, then activate the integration.
Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.
Under the integration that you just added, click the Status toggle to change it from Inactive to Active.