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Overview

The Genesys Cloud Connector automatically syncs your customer interaction data from Genesys Cloud to cxconnect.ai, including user information, conversation details, and call recordings.

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What Data is Synced

The connector will sync the following information from your Genesys Cloud account:
  • Users: All users in your Genesys Cloud organization
  • Conversations: Customer interaction details including participants and conversation metadata (last 30 days by default)
  • Call Recordings: Audio recordings and transcripts associated with conversations

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Prerequisites

Before you begin, make sure you have:
  1. Administrator access to your Genesys Cloud account
  2. Your Genesys Cloud environment domain (e.g., mypurecloud.com, mypurecloud.de, or mypurecloud.com.au)

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Required Information

You’ll need to provide the following when setting up the connector:
FieldWhat is it?Where to find it
EnvironmentYour Genesys Cloud regionPart of your Genesys Cloud URL
Client IDUnique identifier for the connectionGenerated in Step 1 below
Client SecretSecure password for the connectionGenerated in Step 1 below (save it immediately)

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Setup Instructions

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Step 1: Create OAuth Client in Genesys Cloud

  1. Log in to your Genesys Cloud organization as an administrator
  2. Navigate to Admin > Integrations > OAuth
  3. Click Add Client
  4. Configure the OAuth client:
    • App Name: cxconnect.ai Sync
    • Grant Type: Select Client Credentials
    • Roles: Assign appropriate roles (see Required Permissions below)
  5. Click Save
  6. Copy the Client ID and Client Secret (the secret is only shown once)

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Step 2: Assign Permissions

When configuring your OAuth client, assign the following roles to ensure the connector can access your data:
  • Read user information
  • Access conversation analytics
  • View detailed conversation data
  • Access call recordings

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Step 3: Connect in cxconnect.ai Admin Portal

  1. Log in to the cxconnect.ai Admin Portal
  2. Go to Sync Connectors > Add Connector
  3. Select Genesys Cloud
  4. Enter the information you saved from Step 1:
    • Environment: Your Genesys Cloud domain
    • Client ID: Copy from Genesys Cloud
    • Client Secret: Copy from Genesys Cloud
  5. Click Test Connection to make sure everything is set up correctly
  6. Click Save & Activate to start syncing

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Step 4: Monitor Your Sync

The Sync Engine is currently in development and not yet deployed. This documentation is provided in advance of the feature release.
Once activated, the connector will automatically sync your data:
  • Initial sync may take some time depending on data volume
  • Monitor progress in the Admin Portal dashboard
  • Check sync logs for any issues

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Troubleshooting

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Connection Issues

Problem: Unable to connect or authenticate What to check:
  • Double-check that your Client ID and Client Secret are copied correctly
  • Make sure the OAuth client is still active in Genesys Cloud
  • Verify you’ve assigned all required permissions
  • Confirm your environment domain matches your Genesys Cloud region

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Missing Data

Problem: Some conversations or recordings aren’t showing up What to check:
  • Verify call recording is enabled in your Genesys Cloud settings
  • Check that recordings haven’t been deleted due to retention policies
  • Ensure the connector has permission to access recordings
  • Contact support if data consistently appears to be missing

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Sync Taking Too Long

Problem: Initial sync is taking longer than expected What to check:
  • Large data volumes may take time to sync initially
  • Check Genesys Cloud’s system status page for any service disruptions
  • Contact support if sync has been running for over 24 hours

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Need Help?

If you’re still experiencing issues: