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Overview

The cxconnect.ai Sync Engine enables automated, bidirectional data synchronization between your customer relationship management (CRM) system and our backend services. This ensures your customer interaction dataincluding conversations, tickets, cases, and messagesis always up-to-date and accessible for AI-powered insights and analytics.

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Key Features

  • Automated Data Synchronization: Continuously sync customer interactions from your CRM to cxconnect.ai
  • Multi-Platform Support: Pre-built connectors for major CRM and customer service platforms
  • Real-Time Updates: Incremental syncing ensures only new or modified data is transferred
  • Scalable Architecture: Handles high-volume data transfers with built-in rate limiting and retry logic
  • Secure Authentication: Industry-standard OAuth 2.0, API tokens, and JWT bearer flows

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Supported Connectors

The Sync Engine supports the following CRM and customer service platforms:

Genesys Cloud

Sync users, conversations, and recordings from Genesys Cloud

Salesforce

Sync cases and conversation data from Salesforce Service Cloud

Zendesk

Sync tickets, comments, and conversation logs from Zendesk Support

Intercom

Sync conversations and message threads from Intercom

Gorgias

Sync tickets and messages from Gorgias helpdesk

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How It Works

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1. Connector Configuration

Each connector is configured with platform-specific credentials and settings:
  • API Credentials: Access tokens, API keys, or OAuth credentials
  • Environment Settings: Subdomain, region, or instance URL
  • Sync Parameters: Rate limits, batch sizes, and polling intervals

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2. Data Streams

Connectors define one or more data streams representing different data types:
  • Primary Streams: Top-level entities (e.g., tickets, conversations, cases)
  • Child Streams: Related entities (e.g., messages, comments, conversation parts)
  • Batch Operations: Efficient handling of bulk data exports

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3. Incremental Synchronization

The sync engine maintains state for each stream to enable incremental updates:
  • Cursor-Based Pagination: Track position in large result sets
  • Time-Based Filtering: Sync only records modified since last sync
  • State Persistence: Resume syncing from the last successful point

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4. Data Transformation

Raw API responses are transformed into a unified format:
  • Field Mapping: Standardize field names across platforms
  • Data Enrichment: Combine related records into comprehensive objects
  • Type Normalization: Ensure consistent data types

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Getting Started

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Prerequisites

Before setting up a sync connector, ensure you have:
  1. Admin Access: Administrative privileges in your CRM/customer service platform
  2. API Credentials: Generated API keys, tokens, or OAuth credentials
  3. cxconnect.ai Account: Access to the cxconnect.ai Admin Portal

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Setup Process

  1. Generate API Credentials in your source platform (see connector-specific guides)
  2. Configure the Connector in the cxconnect.ai Admin Portal
  3. Validate the Connection to ensure credentials are correct
  4. Initiate Sync to begin data synchronization
  5. Monitor Progress through the Admin Portal dashboard

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Best Practices

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Security

  • Rotate Credentials Regularly: Update API keys and tokens on a scheduled basis in your source platform
  • Use Minimal Permissions: Grant only the necessary API scopes for data access when creating credentials
  • Secure Storage: Never commit credentials to version control or share publicly

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Getting Started

  • Test First: Use a sandbox or test environment before connecting your production system
  • Start Small: Monitor the initial sync to ensure everything works as expected
  • Contact Support: Reach out if you have questions during setup - we’re here to help

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Troubleshooting

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Common Issues

Authentication Failures
  • Verify API credentials are correct and not expired
  • Check that your account has necessary permissions in the source platform
  • Ensure your source platform account is active
Sync Issues
  • Check your source platform’s API service status page
  • Verify you have available API quota in your source platform
  • Contact support if sync has been running for over 24 hours
Missing Data
  • Ensure the data exists in your source platform
  • Check that your account has permission to access the data
  • Contact support if data consistently appears to be missing

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Support

For technical assistance with the Sync Engine:
  • Email: [email protected]
  • Documentation: Connector-specific guides available in the sidebar
  • Admin Portal: Access logs and sync status dashboards
The Sync Engine is continuously updated with new connectors and features. Check our changelog for the latest updates.