Genesys Cloud CX

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.
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.

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.

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

   

   

   

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

11. Confirm the integration Status reflects Connected.

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.

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.

Manage this integration with Terraform

Connections for this integration can be managed as code with the Relyance Terraform provider. 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.

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 } }
}