Concepts for the data dip connector


Note: This article applies to the web services data dip connector.

Several key concepts are helpful for understanding how the connector works. The diagrams illustrate the relationship between these concepts.

Diagram showing the relationship between categories, Bridge actions, connector groups, and connector actions

Diagram showing the relationship between connector groups, instances, and Bridge Servers

Bridge action

A bridge action refers to the configuration of a connector action and the association of the connector action with a connector group. You create bridge actions in Genesys Cloud and then reference bridge actions in call flows in Architect to invoke the connector action associated with the bridge action.

To create bridge actions in Genesys Cloud, you first create a connector group and associate it with a connector action. Then you name this association (the bridge action) and assign it to a category that groups all bridge actions of a single type.

After configuring and publishing a bridge action in Genesys Cloud, you can add a Call Bridge Action, which references the bridge action, to a call flow in Architect. The call flow calls the bridge action and the underlying connector action associated with it.

Category

A category is a name for a group of related bridge actions. When you are creating a call flow in Architect, categories can help you find a bridge action that is part of a particular group.

You first assign a category to bridge actions in Genesys Cloud. Then when adding a particular bridge action to a call flow in Architect, search in Architect by the category name that the bridge action is a part of.

For example, you can create a category name SupportAccountLookup to group all bridge actions that look up account information for a support organization. 

Connector action

A connector action, or operation that a connector group performs, interacts with information in a CRM or a third-party system by using a web service. After you configure and publish a bridge action, Architect can invoke the connector action by using a Call Bridge Action. Architect then makes the information that the connector action retrieved available for use in routing decisions within a call flow.

  • CustomAction

    Interacts with information from a web service using user-defined request and response schemas.

  • GetAccountByAccountNumber

    Requests account information from a web service using an account number.

  • GetAccountByContactId

    Requests account information from a web service using a contact ID.

  • GetAccountByPhoneNumber

    Requests account information from a web service using a phone number.

  • GetContactByPhoneNumber

    Requests contact information from a web service using a phone number.

  • GetMostRecentOpenCaseByContactId

    Requests information about the most recent case from a web service using a contact ID.

Connector group

A connector group refers to a single configuration of a connector type that you set up and configure in Genesys Cloud. For example, the connector group WebServicesDataDip refers to a single configuration of the connector type webservices-datadip.

For different configurations, use multiple connector groups of the same connector type. The connector groups can use the same Bridge Server or different Bridge Servers. 

Connector groups must include a single instance of a connector, but can include multiple instances of a connector for resiliency purposes (if the connector supports failover and fault tolerance).

With the web services data dip connector, a connector group retrieves information from a third-party system using a connector action (such as GetContactByPhoneNumber).

Connector instance

A connector instance refers to a single occurrence of a connector in a connector group. Each connector group must have at least one connector instance.

All instances in a connector group have the same configuration and are of the same connector type. For example, all instances in the connector group WebServicesDataDip have the same configuration and are of the connector type webservices-datadip.

Use multiple instances in a connector group for the following scenarios:

  • Connector failover support*

    Run multiple instances with the same Bridge Server or different Bridge Servers.

  • Bridge Server fault tolerance*

    Run multiple instances with different Bridge Servers.

  • Load balancing*

* If supported by the connector.

For more information about the connector, see About the web services data dip connector.