# Genesys Cloud CX

![Genesys Cloud CX Customer Reviews 2025 | SoftwareReviews](https://assets.relyanceuat.xyz/images/docs/35485129457677/ext-9516b3e0ed.png)
**Genesys Cloud CX** is a cloud-based customer experience (CX) and contact center platform. It unifies communication channels, workforce engagement, and customer journey management into a single solution.

To integrate **Relyance AI** with **Genesys Cloud CX**, you will need a **Client Secret** and **Client ID**.

#### In Genesys Cloud CX

1. You will need to create an OAuth client following the steps from this article: [Create an OAuth Client](https://help.mypurecloud.com/articles/create-an-oauth-client/).
2. On Step 7 (Grant Types), select **Client Credentials Grant**
3. At the end of this step-by-step you should receive a **Client Secret** and **Client ID**

#### In the Relyance AI application

1. Login to your Relyance AI account.
2. Navigate to the **Settings** (bottom-left corner).
3. Select **Integrations**.
4. Search and locate the **Genesys Cloud CX** integration card and click on it.
5. Click on the **Add Connection** button on the top right.
6. Provide a meaningful name for the integration and click on the **Add** button.
7. In the **Overview** section, review the **Scope and Permission**, and **Endpoint** details and click on **Continue**. For additional configuration details, see [Integration Features](/docs/introduction-to-relyance-ai/integration-features/).
8. In the **Connection** section, provide the appropriate values and click on **Continue**,
    - **Connection Name**: This property allows you to update the integration specified in Step 6. If you have multiple integrations for the same vendor, you may want to assign distinct names to each. This helps streamline filtering by **Discovery Source** across the **Inventory**, **Visual** **Maps**, **Assets**, and **Data Flow Analysis** pages.
    - **Rescan Frequency**: This property allows you to configure how often Relyance executes scans against this Vendor connection.
    - **Business Atlas Associations** (required): the business entities or products that newly discovered third parties, services and assets from this integration are attributed to. Choose at least one from the **Select Associations** dropdown — the wizard will not advance past this step without one. For more details, see [Business Atlas](/docs/other-settings/business-atlas-overview/).
9. In the **Authentication** section, provide the following information retrieved from the **In Genesys Cloud CX** section and click on **Authenticate**.
    - **Client ID**
    - **Client Secret**
    - **Genesys Cloud URL**

    ![Screenshot](https://assets.relyanceuat.xyz/images/docs/35485129457677/35485084444685.png)

    ![Screenshot](https://assets.relyanceuat.xyz/images/docs/35485129457677/35485129448973.png)

    ![Screenshot](https://assets.relyanceuat.xyz/images/docs/35485129457677/35485129449997.png)

10. Review the configuration summary from the **Completion** section and click on **Finish.**

![Screenshot](https://assets.relyanceuat.xyz/images/docs/35485129457677/35485129455629.png)

11. Confirm the integration Status reflects **Connected.**

<!-- failure-modes:begin (generated from the integration catalog; do not hand-edit) -->

## If the connection reports Connected but returns nothing

These are the ways this integration comes back empty without reporting an error. Generated from the integration catalog, so it tracks what the connection actually asks for.

1. **A feature you enabled returns nothing.** Some scopes belong to a feature rather than to the connection: **Data subject requests** needs `directory:user:view`, `gdpr:request:add`. Turning the feature on after the connection exists does not widen the grant it already holds, so re-authenticate the connection.
2. **A credential rotated at the vendor is not picked up here.** **Client ID** and **Client Secret** are stored when you save the connection, so regenerating the value at the vendor breaks the next scan until it is re-pasted here. Recording the expiry on the connection means Relyance warns you before it lapses.
3. **Check the address fields before suspecting the credentials.** **Genesys Cloud CX URL** identifies which tenant, region or host to talk to. A wrong value there fails authentication and looks exactly like a bad secret.

<!-- failure-modes:end -->

<!-- auth-methods:begin (generated from the integration catalog; do not hand-edit) -->

## Authentication methods and fields

Pick one of these under **Authentication Method** on the connection wizard's **Authentication** step. This table is generated from the integration catalog, so it always matches what the form actually asks for.

| Method | Required | Optional |
| --- | --- | --- |
| **API Token** | `Client ID` (secret), `Client Secret` (secret), `Genesys Cloud CX URL` | — |

<!-- auth-methods:end -->

<!-- terraform-examples:begin (generated from the integration catalog; do not hand-edit) -->

## Manage this integration with Terraform

Connections for this integration can be managed as code with the [Relyance Terraform provider](https://registry.terraform.io/providers/Relyance/relyance/latest). Non-secret fields go in `auth.params`; secret fields go in `auth.secrets_wo`, which is write-only — never stored in Terraform state. Rotate secrets by bumping `auth.secrets_wo_version`.

```hcl
resource "relyance_integration_connection" "genesys_cloudcx" {
  vendor = "genesys_cloudcx"
  name   = "<your connection name>"

  auth = {
    method = "client-credentials"
    params = {
      url = "https://api.usw2.pure.cloud"
      data_storage_location = "us"
    }
    # Secret fields are write-only: sent to Relyance, never stored in state.
    secrets_wo = {
      client_id = var.genesys_cloudcx_client_id
      client_secret = var.genesys_cloudcx_client_secret
    }
    secrets_wo_version = 1
  }

  scans = { "data-inspection" = { enabled = true } }
}
```

<!-- terraform-examples:end -->