Genesys Cloud CX
Integration key: genesys-cloud
Use CallingEdge inside Genesys Cloud to place AI-driven outbound calls, answer inbound calls on the queues you choose, and warm-transfer to your human agents with all the context attached. Real-time notifications flow back through Genesys’s WebSocket channel into the normalized CallingEdge event stream.
What you get
Section titled “What you get”- Outbound calls dispatched to a queue you choose
- Inbound calls handled by AI on the queues you nominate
- Blind and attended transfer
- Wrap-up with disposition codes
- Attached context (campaign, contact, intent, merge fields) as conversation attributes
- Real-time webhook stream
- Recording and transcript
What we need from you
Section titled “What we need from you”| Item | What it is |
|---|---|
| OAuth Client (Client Credentials grant) | Created in Genesys Admin with roles Conversation > Edit, Routing > Edit, Quality > Recording > View |
| Region | Your Genesys data center (e.g. mypurecloud.com) |
| Default queue ID | The queue we should use for outbound by default |
| Webhook delivery target | Where you want us to POST normalized events |
Setup at a glance
Section titled “Setup at a glance”- Create the OAuth Client in Genesys Admin, capture client ID and secret.
- Send those plus region + default queue ID to us through the secure intake.
- We stand up the notification bridge that subscribes to Genesys topics and forwards normalized events.
- You start placing test calls.
Limitations
Section titled “Limitations”- Real-time events require our notification bridge (Genesys delivers via WebSocket, not native HTTP push). We stand this up; no work for you.