TrueEngage Logo Icon TrueEngage
Skip to content
  • There are no suggestions because the search field is empty.

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.