Can I use Genesys Cloud data actions to perform actions on conversations?

Note: This article applies to the Genesys Cloud data actions integration.

No. You cannot use Genesys Cloud data actions to perform actions on conversations, such as transferring, recording, or disconnecting a call. Only direct participants in a conversation, such as an agent or a customer, can modify the conversation using call controls.

Although Genesys Cloud data actions authenticate with an OAuth client that uses the Client Credentials grant type and the Client Credentials grant type is assigned roles, these roles have no user context and are not considered participants in a conversation. Even data actions run by an agent from a Script have no user context and cannot act on conversations.

The exception to the actions that can be performed on a conversation is to pause the recording using the dedicated endpoint. A client with the permission Conversation > Recording > PauseOthers can pause the recording even if they are not a participant in the conversation.

There can also be exceptions to the data actions that could be API-specific. Check whether the API resource can be used with the Client Credentials grant type.

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