Connect conversations across channels and deliver seamless customer experience with Genesys Cloud.
View Genesys's documentation.
Supported syncing
| Type | Description | Supported Sync Modes | API Reference |
|---|---|---|---|
| External contacts | Sync data from any source to Genesys external contacts | Upsert, Update, Insert | Contacts docs |
| Organizations | Sync data from any source to Genesys organizations | Upsert, Update, Insert | Organizations docs |
For more information about sync modes, refer to the sync modes docs.
Connect to Genesys
Go to the Destinations overview page and click the Add destination button. Select Genesys and click Continue. You can then authenticate Hightouch to Genesys.
To create your Genesys OAuth client credentials, follow this Genesys guide.
Enter the following fields into Hightouch:
- Region (Required): Find which region to use in the Genesys API docs
- Client ID (Required)
- Client secret (Required)
Sync configuration
Once you've set up your Genesys destination and have a model to pull data from, you can set up your sync configuration to begin syncing data. Go to the Syncs overview page and click the Add sync button to begin. Then, select the relevant model and the Genesys destination you want to sync to.
Syncing contacts
Sync data from any source to Genesys external contacts
Record matching
You can match rows from your model to contacts in Genesys on any column in your model and any field in Genesys. Ensure the data types of the model column and Genesys field you select match. Refer to the record matching docs for more information.
In Insert mode, Genesys automatically generates an identifier for every new record synced, so there is no need to match an existing record.
Field mapping
Hightouch lets you sync contact fields via field mapping. You can map data from any of your model columns to default and custom contact fields. Ensure your model's columns have the same data types as the fields you want to sync to.
Delete behavior
The delete behavior you select dictates what to do when a row no longer appears in your model's query results. You have the following options:
| Behavior | Description |
|---|---|
| Do nothing | Keep the contact in Genesys with all its synced fields |
| Clear | Clear all the mapped fields, but keep the contact in Genesys |
| Delete | Delete the synced contacts from Genesys |
Syncing organizations
Sync data from any source to Genesys organizations
Record matching
You can match rows from your model to organizations in Genesys on any column in your model and any field in Genesys. Ensure the data types of the model column and Genesys field you select match. Refer to the record matching docs for more information.
In Insert mode, Genesys automatically generates an identifier for every new record synced, so there is no need to match an existing record.
Field mapping
Hightouch lets you sync organization fields via field mapping. You can map data from any of your model columns to default and custom organization fields. Ensure your model's columns have the same data types as the fields you want to sync to.
Delete behavior
The delete behavior you select dictates what to do when a row no longer appears in your model's query results. You have the following options:
| Behavior | Description |
|---|---|
| Do nothing | Keep the organization in Genesys with all its synced fields |
| Clear | Clear all the mapped fields, but keep the organization in Genesys |
| Delete | Delete the synced organizations from Genesys |
Tips and troubleshooting
Common errors
To date, our customers haven't experienced any errors while using this destination. If you run into any issues, please don't hesitate to . We're here to help.
Live debugger
Hightouch provides complete visibility into the API calls made during each of your sync runs. We recommend reading our article on debugging tips and tricks to learn more.
Sync alerts
Hightouch can alert you of sync issues via Slack, PagerDuty, SMS, or email. For details, please visit our article on alerting.