FAQ: 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.

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