---
title: How Does the Integration Between TrueEngage and Genesys Cloud Work?
description: Discover how TrueEngage connects with Genesys Cloud via OAuth, syncs configuration, and powers real-time customer interactions through automated data exchange and live metrics like expected wait times.
---
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2. [Architecture & Security](https://kb.trueengage.com/genesys-cloud/architecture-security?hsLang=en)
# How Does the Integration Between TrueEngage and Genesys Cloud Work?
## TrueEngage offers seamless integration with Genesys Cloud, enabling personalized, real-time customer engagement across voice and digital channels. This article outlines how the integration works, what data is synchronized, and how we interact with the Genesys Cloud API.
### **🔐 Authentication & Authorization**
During installation, TrueEngage registers an **OAuth client** in your Genesys Cloud organization using the **Client Credentials Grant**. This secure, token-based authentication method allows our backend systems to communicate with Genesys Cloud APIs.
> ⚠️ **Important:** Access can be revoked at any time by deleting or disabling the OAuth client in your Genesys Cloud admin panel.
#### **Permissions**
The OAuth client used for synchronization between TrueEngage and Genesys Cloud is provisioned with the following permissions:
- MESSAGING
• Setting – add, view
• Integration – add, view
- ROUTING
• Schedule – view
• ScheduleGroup – view
• Queue – view
• WrapupCode – view
- CONVERSATION
• Callback – create, view
• Webmessaging – create, view, accept
• Communication – view
- TELEPHONY
• Plugin – all
• Sites – \*
- ANALYTICS
• ConversationDetail – view
- SCRIPTER
• Script – view
- UI
• SupervisorScheduledCallbacks – view
- WEBDEPLOYMENTS
• Deployment – view
### **🔄 Data Synchronization**
TrueEngage synchronizes Genesys Cloud configuration data every **30 minutes** automatically. This ensures that any updates in Genesys Cloud (e.g., new queues, changes to deployments, schedules, etc.) are promptly reflected in our system.
You can also trigger synchronization **manually** from the TrueEngage Management Panel if immediate updates are needed.
#### **Synced Entities**
We retrieve and store the following configuration data from Genesys Cloud:
- **Queues**
- **Digital deployments & messaging configurations**:
- Genesys Messenger
- WhatsApp
- Facebook Messenger
- **SIP Trunk and site configuration** (provisioned during installation) & **DIDs**
- **Schedules** and **Schedule Groups**
- **Scripts**
This data is stored securely in our internal database and made available in the **TrueEngage Management Panel** for configuration purposes by your administrators.
#### **Real-Time Metrics**
Every **30 seconds**, TrueEngage fetches the **Expected Waiting Time (EWT)** for all configured channels. These values are cached and used to calculate whether the configured channel should be available or not.
#### **Outbound Interactions with Genesys Cloud**
TrueEngage performs the following outbound operations to Genesys Cloud as part of ongoing engagement orchestration:
- **Add participant data to interactions**
(e.g., enrich conversations with contextual info for agents)
- **Create callbacks** on behalf of visitors or during automated flows
- **Provision technical DIDs** required to support audio and video calls through Genesys Cloud voice infrastructure
### **🔒 Revoking Access**
The Genesys Cloud administrator can **revoke TrueEngage’s access** at any time by deleting or disabling the OAuth client used during installation. Once revoked, synchronization and outbound operations will stop immediately.
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