> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cxconnect.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Genesys Cloud Connector

> Sync users, conversations, and recordings from Genesys Cloud to cxconnect.ai

## 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.

## 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

## 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`)

## Required Information

You'll need to provide the following when setting up the connector:

| Field         | What is it?                          | Where to find it                                |
| ------------- | ------------------------------------ | ----------------------------------------------- |
| Environment   | Your Genesys Cloud region            | Part of your Genesys Cloud URL                  |
| Client ID     | Unique identifier for the connection | Generated in Step 1 below                       |
| Client Secret | Secure password for the connection   | Generated in Step 1 below (save it immediately) |

## Setup Instructions

### 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)

### 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

### 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

### Step 4: Monitor Your Sync

<Note>
  The Sync Engine is currently in development and not yet deployed. This documentation is provided in advance of the feature release.
</Note>

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

## Troubleshooting

### 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

### 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

### 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

## Need Help?

If you're still experiencing issues:

* **Email Support**: [help@cxconnect.ai](mailto:help@cxconnect.ai)
* **Genesys Documentation**: [Genesys Cloud Help Center](https://help.mypurecloud.com)