Note: This article applies to the Adobe, AWS Lambda, Genesys Cloud, Google, Microsoft Dynamics 365, Salesforce, web services, and Zendesk data actions integrations.

Important: You can install multiple integrations of each integration type in a single Genesys Cloud organization. The maximum number of integrations that you can install are:
  • Adobe, AWS Lambda, Microsoft Dynamics 365, Genesys Cloud, and Zendesk – 10
  • Salesforce and Web services data action – 50
  • Google Cloud – 100

Feature deprecation: For more information, see Deprecation: Removal of Adobe data actions integration.

To use the integration, add one or more Adobe data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data in different Adobe accounts.

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them. 

  1. Add an integration. 

    The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration. 

    Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

  2. Add credentials. 
    1. Click the Configuration tab. 
    2. Click the Credentials tab.
    3. Click Configure.

      The Configure Credentials dialog box appears.

    4. Enter the following information: 
      • Client ID: The client ID generated in the Adobe I/O Console.
      • Client Secret: The client secret generated in the Adobe I/O Console.
      • Organization ID: The organization ID in the Adobe I/O Console, formatted as org_ident@AdobeOrg.
      • Technical Account ID: The technical account ID in the Adobe I/O console, formatted as id@techacct.adobe.com.
      • Private Key: The private key that matches the public key in the Adobe I/O Console.

        The private key could be generated by the Adobe I/O Console, or the private key could be part of a public/private key pair generated by the customer.

      • Login URL: The Adobe URL used to connect to the API.

        The service defaults to https://ims-na1.adobelogin.com/ims/exchange/jwt.

      • Audience: The audience field for generating a JWT token, formatted as https://ims-na1.adobelogin.com/c/{api_key}.

        For more information, see JWT (Service Account) Authentication in the Adobe I/O documentation.

      • Adobe Metascopes Assertions: The pipe-delimited metascope URLs for Adobe JSON Web Token (JWT) assertions.

        The service defaults to https://ims-na1.adobelogin.com/s/ent_dataservices_sdk. For more information, see JWT Metascopes in the Adobe documentation. 

      • Sandbox Name (optional): The name of the default sandbox that the integration uses.

        If the sandbox name is set in a data action, the value used in the data action overrides the value in the credentials. 

      For more information, see Integration overview and prerequisites in the Adobe documentation.

    5. Click OK.
    6. Click Save.

      A list of all integrations that you have installed appears.

  3. Activate the integration.

    Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

    1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

      A Change Status dialog box appears.

    2. Click Yes.

The integration is now active. You can edit, deactivate, or delete an installed integration. For more information, see Edit, deactivate, or delete an integration.

Next, create a custom action.

For more information about the integration, see About the Adobe data actions integration.

Prerequisites

To use the integration, add one or more AWS Lambda data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and custom actions to act on data through different AWS Lambda functions. 

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them. 

  1. Add an integration. 

    The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration. 

    Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

  2. Add credentials.
    1. Click the Configuration tab. 
    2. Click the Credentials tab.
    3. Click Configure.

      The Configure Credentials dialog box appears.

    4. Enter the following information:
      • Role ARN: The role in your AWS account that has access to one or more of your AWS Lambda functions. This credential allows Genesys Cloud to access and invoke the AWS Lambda functions associated with this role.
    5. Click OK.
    6. Click Save.

      A list of all integrations that you have installed appears.

  3. Activate the integration.

    Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

    1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

      A Change Status dialog box appears.

    2. Click Yes.

The integration is now active. You can edit, deactivate, or delete an installed integration. For more information, see Edit, deactivate, or delete an integration. 

Next, create a custom action.

For more information about the integration, see About the AWS Lambda data actions integration.

Prerequisites

To use the integration, add one or more Genesys Cloud data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data from the Platform API.

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them. 

  1. Add an integration. 

    The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration. 

    Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

  2. Add credentials.

    The credentials use the Genesys Cloud OAuth client credentials. 

    1. Click the Configuration tab. 
    2. Click the Credentials tab.
    3. Click Configure.

      The Configure Credentials dialog box appears.

    4. Enter the following information:
      • Client ID: The ID generated when you create a Genesys Cloud OAuth client.
      • Client Secret: The secret generated when you create a Genesys Cloud OAuth client.
    5. Click OK.
    6. Click Save.

      A list of all integrations that you have installed appears.

  3. Activate the integration.

    Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

    1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

      A Change Status dialog box appears.

    2. Click Yes.

The integration is now active. You can edit, deactivate, or delete an installed integration. For more information, see Edit, deactivate, or delete an integration.

Next, create a custom action or use a data action.

For more information about the integration, see About the Genesys Cloud data actions integration.

To use the integration, add one or more Google data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data in different Google accounts.

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them. 

  1. Add an integration. 

    The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration. 

    Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

  2. Add credentials. 
    1. Click the Configuration tab. 
    2. Click the Credentials tab.
    3. Click Configure.

      The Configure Credentials dialog box appears.

    4. Select the Credential Type for the Google application that you will use with this data actions integration.
      • For Google Cloud Platform, select googleCloudPlatformServiceAccount.
      • For G Suite, select googleGSuiteServiceAccount.
    5. Enter the following information based on the Credential Type selected:
      • Client ID: The unique ID for your Google service account. Also client_id in the JSON key file that your account generates.
      • Client Email: The email for your Google service account. Also client_email in the JSON key file that your account generates. 
      • Private Key ID: private_key_id in the JSON key file that your Google service account generates.
      • Private Key: private_key in the JSON key file that your Google service account generates.
        Tip: To prevent errors in the value, copy the entire contents between the quotes, but not inclusive of the quotes. The action service correctly processes the additional characters.

      • Service Account Email: The email for your Google service account. Also client_email in the JSON key file that your account generates.
      • Private Key ID: private_key_id in the JSON key file that your Google service account generates. 
      • Private Key: private_key in the JSON key file that your Google service account generates.
      • Authorization Scopes: The comma-delimited list of scopes that the integration should be granted access to, for example, “https://www.googleapis.com/auth/admin.reports.usage.readonly, https://www.googleapis.com/auth/admin.reports.usage.readonly.”

        See individual Google API documentation for required scopes, for example, CustomerUsageReports: get and UserUsageReports:get in the Google documentation.

      • Impersonating User Email (optional): The email address of the user that the integration is requesting delegated access for.
        Note: Some APIs that reference users require impersonation. For more information, see Data action returns a 403 error.

    6. Click OK.
    7. Click Save.

      A list of all integrations that you have installed appears.

  3. Activate the integration.

    Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

    1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

      A Change Status dialog box appears.

    2. Click Yes.

The integration is now active. You can edit, deactivate, or delete an installed integration. For more information, see Edit, deactivate, or delete an integration.

Next, create a custom action.

For more information, see About the Google data actions integration.

Prerequisites

To use the integration, add one or more Microsoft Dynamics 365 data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data in different Microsoft Dynamics 365 accounts. 

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them. 

  1. Add an integration. 

    The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration. 

    Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

  2. Add credentials. 
    1. Click the Configuration tab. 
    2. Click the Credentials tab.
    3. Click Configure.

      The Configure Credentials dialog box appears.

    4. Enter the following information:
      • Username: Your Microsoft Dynamics 365 login ID.

        The user must be able to access any data that you want to make available to the Microsoft Dynamics 365 data action integration.

      • Password: Password for your Microsoft Dynamics 365 login ID. 
      • Root Organization Web Address: The URL of your Microsoft Dynamics 365 organization, for example, https://contoso.crm.dynamics.com.
      • Application ID: The ID for your Microsoft Dynamics 365 organization.

        The application ID is created through the application registration in Azure Active Directory. For more information, see Register the integration.

    5. Click OK.
    6. Click Save.

      A list of all integrations that you have installed appears.

  3. Activate the integration.

    Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

    1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

      A Change Status dialog box appears.

    2. Click Yes.

The integration is now active. You can edit, deactivate, or delete an installed integration. For more information, see Edit, deactivate, or delete an integration.

Next, create a custom action or use a data action.

For more information about the integration, see About the Microsoft Dynamics 365 data actions integration.

To use the integration, add one or more Salesforce data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data in different Salesforce accounts. 

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them. 

  1. Add an integration. 

    The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration. 

    Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

  2. Add credentials. 
    1. Click the Configuration tab. 
    2. Click the Credentials tab.
    3. Click Configure.

      The Configure Credentials dialog box appears.

    4. Enter the following information:
      • Username: Your Salesforce login ID.

        Use a Salesforce profile that has API Enabled selected and View All selected for accounts, cases, and contacts. This user (preferably a system admin) must be able to access any standard and custom fields that are used in Genesys Cloud applications.

      • Password: Password for your Salesforce login ID. 
      • Security Token: The API token generated for the Salesforce organization.

        The token is an alphanumeric string like AS4DFA9SasdJas2HIasd1asdf.

      • Login URL: The Salesforce URL used to connect to the API.

        The service defaults to https://login.salesforce.com. For a test organization, select https://test.salesforce.com.

    5. Click OK.
    6. Click Save.

      A list of all integrations that you have installed appears.

  3. Activate the integration.

    Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

    1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

      A Change Status dialog box appears.

    2. Click Yes.

The integration is now active. You can edit, deactivate, or delete an installed integration. For more information, see Edit, deactivate, or delete an integration.

Next, create a custom action or use a data action.

For more information about the integration, see About the Salesforce data actions integration.

To use the integration, add one or more web services data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and custom actions to act on data through different web services. 

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them. 

  1. Add an integration. 

    The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration. 

    Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

  2. Configure a mutual TLS certificate (if required for the web service).
    1. On the Configuration tab, select Properties.
    2. Select the value for Mutual TLS Client Certificate Authority.
      The       default signing authority of the client certificate is Genesys Cloud. You can also select DigiCert as the Certificate Authority (CA). Using the GET /api/v2/integrations/actions/certificates public API, you can download the available certificates in use.
      Notes:
      • If you use DigiCert trusted certificates, you must handle annual certificate rotation to ensure a seamless and secure connection. For more information, see Is the mutual TLS (mTLS) certificate publicly trusted?.
      • If you use Genesys Cloud certificates, then Genesys Cloud recommends establishing a trust relationship with the root CA, which renews and updates certificates automatically. Establishing the trust relationship with the CA ensures that no interruptions occur when new certificates are available. For more information, see MTLS support for data actions.
  3. Add credentials (if required for the web service).
    1. Click the Configuration tab. 
    2. Click the Credentials tab.
    3. Click Configure.

      The Configure Credentials dialog box appears.

    4. Select a Credential Type and enter credential information. For more information, see Credential types.

      Warning: Do not change a credential type after you configure the integration and publish actions. Changing the credential type could break any actions that are in use. To migrate an active integration to a new credential type, contact Genesys Cloud Customer Care. 

    5. Click OK.
    6. Click Save.

      A list of all integrations that you have installed appears.

  4. Activate the integration.

    Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

    1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

      A Change Status dialog box appears.

    2. Click Yes.

The integration is now active. You can edit, deactivate, or delete an installed integration. For more information, see Edit, deactivate, or delete an integration.

Next, create a custom action.

For more information about the integration, see About the web services data actions integration.

To use the integration, add one or more Zendesk data actions integrations to your Genesys Cloud organization. Multiple integrations allow you to use different configurations and data actions to act on data in different Zendesk accounts. 

Note: When you add more than one integration of a particular type, Genesys Cloud automatically makes the names unique by adding a number after the default name of each additional instance. Unique integration names differentiate the integrations and the associated data actions in the Genesys Cloud applications that reference them. 

  1. Add an integration. 

    The integration opens to the Details tab. On the Details tab, you can change the integration name and add notes about the integration. 

    Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.

  2. Add credentials. 
    1. Click the Configuration tab. 
    2. Click the Credentials tab.
    3. Click Configure.

      The Configure Credentials dialog box appears.

    4. Enter the following information:
      • Email: Your Zendesk login ID.
      • Base Service URL: The URL of the Zendesk service used to connect to the API, formatted as https://{subdomain}.zendesk.com.
      • API Token: The API token generated for your Zendesk organization.
    5. Click OK.
    6. Click Save.

      A list of all integrations that you have installed appears.

  3. Activate the integration.

    Note: If you do not activate the integration, then you cannot test any data actions associated with the integration and the data actions will not appear in Genesys Cloud applications.

    1. Under the integration that you just added, click the Status toggle to change it from Inactive to Active.

      A Change Status dialog box appears.

    2. Click Yes.

The integration is now active. You can edit, deactivate, or delete an installed integration. For more information, see Edit, deactivate, or delete an integration.

Next, create a custom action or use a data action.

For more information about the integration, see About the Zendesk data actions integration.