How the data actions integration works

The Genesys Cloud Function data actions integration allows you to create custom actions with your custom code. Genesys Cloud then leverages AWS Lambda to execute the custom code. This dynamic approach allows you to build actions that seamlessly connect Genesys Cloud with external systems, providing greater flexibility and customization in your workflows.

When you create a Genesys Cloud Function data action and upload the custom code, Genesys Cloud packages the custom code into a ZIP file along with the dependencies as per AWS Lambda deployment guidelines. This ZIP file is then deployed to an AWS Lambda function. When the data action is triggered, Genesys Cloud invokes the corresponding AWS Lambda function and handles the AWS Lambda infrastructure on your behalf. Thus, Genesys Cloud takes cares of:

• Creating and managing the AWS Lambda functions.
• Ensuring the functions are deployed and executed securely.
• Handling the scaling and performance of the functions.

Genesys Cloud Function data actions simplifies the process and allows you to leverage the power of AWS Lambda without the overhead of managing an AWS account.

Example uses

The following examples are possible scenarios for using custom actions with the Genesys Cloud Function data actions integration in Genesys Cloud applications. The Function data actions integration is typically used for applications that do not have external JSON-based REST interfaces, such as a payment processor that only provides a JavaScript SDK or a web service that only uses XML with a SOAP API. The AWS Lambda function acts as a middleman between your application and JSON-based Genesys Cloud. 

Credit card example

Your flow in Architect asks your customer to input a credit card number. A custom action associated with the integration invokes an AWS Lambda function deployed by Genesys Cloud. The AWS Lambda function contains a JavaScript SDK for a payment processor. The AWS Lambda function uses the SDK, which validates the credit card number, and then notifies the custom action that the credit card payment was approved.  

Format conversion example

Your web service uses XML with a SOAP API. An AWS Lambda function in your AWS account converts Genesys Cloud’s JSON requests to XML before calling the SOAP service. The AWS Lambda function then converts the XML response back to JSON before returning the response to Genesys Cloud.

Action types

The Function data actions integration allows you to create custom actions. For more information, see Concepts. 

Custom actions

Custom actions interact with your AWS Lambda functions through request and response schemas that you define. With custom actions, you can retrieve, update, or create any data. For more information, see Create a custom action.

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

The Genesys Cloud data actions integration provides static actions and allows you to create custom actions that use the Platform API. You can use these data actions to make routing decisions within your interaction flow in Architect, to present information to your agents in Scripts, or to act on data in other ways.

Example uses

The following examples are example scenarios for using custom actions with the Genesys Cloud data actions integration in Genesys Cloud applications.

Architect flow example

Your flow in Architect checks the estimated wait time for a specific queue. The static action Get Estimated Wait Time that is associated with the integration retrieves the estimated wait time. Your flow then routes the interaction to the appropriate queue based on the estimated wait time.

Script example

Your flow in Architect routes an interaction and pops a script. After the interaction disconnects, the agent sets the wrap-up code in the script.

Action types

The Genesys Cloud data actions integration provides static actions and allows you to create custom actions. For more information, see Concepts.

Static actions 

Static actions are built-in data actions that Genesys Cloud automatically creates when you add and activate a Genesys Clouddata actions integration in your Genesys Cloud organization.

You can use these static actions throughout Genesys Cloud, or as guides in creating custom actions for the integration. Copy a static action, modify it, and save it as a new custom action. For more information, see Edit, copy, or delete a data action and Create a custom action.  

• Get Estimated Wait Time

  Returns the estimated wait time for a specific media type and queue.

• Get User Presence

  Returns a user's presence, which indicates whether the user can be reached in Genesys Cloud.

• Get User Routing Status

  Returns a user's routing status, which indicates whether the user is able to receive ACD interactions.

Custom actions

Custom actions interact with data from the Platform API through request and response schemas that you define. With custom actions, you can retrieve, update, or create any data. For more information, see Create a custom action.

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

The Google data actions integration allows you to create custom actions that you can then use throughout Genesys Cloud to act on data in Google applications. You can use these custom actions to make routing decisions within your interaction flow in Architect, to present information to your agents in Scripts, or to act on data in other ways.

Example uses

The following examples are possible scenarios for using custom actions with the Google data actions integration in Genesys Cloud applications.

Architect flow example

Your flow in Architect attempts to look up the customer based on their phone number. Your flow then routes the interaction to the appropriate queue based on the data returned from Google.

Script example 

You want your agents to be able to query or update Google Sheets based on information from customers. When an agent receives an interaction, a script pops that allows the agent to query and update the spreadsheet from within the script.

Action types

The Google data actions integration allows you to create custom actions. For more information, see Concepts. 

Custom actions

Custom actions interact with data from Google through request and response schemas that you define. With custom actions, you can retrieve, update, or create any data. For more information, see Create a custom action.

For more information, see About the Google data actions integration.

The Microsoft Dynamics 365 data actions integration provides static actions and allows you to create custom actions that you can use to act on data in Microsoft Dynamics 365. You can use these data actions to make routing decisions within your interaction flow in Architect, to present information to your agents in Scripts, or to act on data in other ways. 

Example uses

The following examples are possible scenarios for using static and custom actions with the Microsoft Dynamics 365 data actions integration in Genesys Cloud applications.

Architect flow example

Your flow in Architect uses the data action Get Contact By Phone Number. When a customer calls your company, this data action retrieves data about the customer from your CRM based on the phone number that the customer used to place the call. Your flow then routes the interaction to the appropriate queue based on the data returned from your CRM. 

Script example

Your flow in Architect finds no case number for a customer. When an agent receives the interaction, a script pops that allows the agent to create a new case from inside the script.

Action types

The Microsoft Dynamics 365 data actions integration provides static actions and allows you to create custom actions. For more information, see Concepts.

Static actions

Static actions are built-in data actions that Genesys Cloud automatically creates when you add and activate a Microsoft Dynamics 365 data actions integration in your Genesys Cloud organization.

You can use these static actions throughout Genesys Cloud, or as guides in creating custom actions for the integration. Copy a static action, modify it, and save it as a new custom action. For more information, see Edit, copy, or delete a data action and Create a custom action. 

• Get Account By Account Id

  Returns an account record based on an account ID.

• Get Account By Account Name

  Returns an account record based on an account name.

• Get Account By Account Number

  Returns an account record based on an account number.

• Get Account By Contact Id

  Returns an account record based on a contact ID.

• Get Account By Phone Number

  Returns an account record based on a phone number.

• Get Case By Case Id

  Returns a case record based on a case ID.

• Get Contact By Contact Name

  Returns a contact record based on a contact name.

• Get Contact By Email Address

  Returns a contact record based on an email address.

• Get Contact By Phone Number

  Returns a contact record based on a phone number.

• Get Most Recent Open Case By Contact Id

  Returns the most recent open case record based on a contact ID.

Custom actions 

Custom actions interact with data from Microsoft Dynamics 365 through request and response schemas that you define. With custom actions, you can retrieve, update, or create any data. For more information, see Create a custom action.

For more information about the integration, see About the Microsoft Dynamics 365 data actions integration.

The Salesforce data actions integration provides static actions and allows you to create custom actions that you can use throughout Genesys Cloud to act on data in Salesforce. You can use these data actions to make routing decisions within your interaction flow in Architect, to present information to your agents in Scripts, or to act on data in other ways.

Example uses

The following examples are possible scenarios for using static and custom actions with the Salesforce data actions integration in Genesys Cloud applications.

Architect flow example

Your flow in Architect uses the data action Get Contact By Phone Number. When a customer calls your company, this data action retrieves data about the customer from your CRM based on the phone number that the customer used to place the call. Your flow then routes the interaction to the appropriate queue based on the data returned from your CRM. 

Script example

Your flow in Architect finds no case number for a customer. When an agent receives the interaction, a script pops that allows the agent to create a new case from inside the script.

Action types

The Salesforce data actions integration provides static actions and allows you to create custom actions. For more information, see Concepts.

Static actions

Static actions are built-in data actions that Genesys Cloud automatically creates when you add and activate a Salesforce data actions integration in your Genesys Cloud organization.

You can use these static actions throughout Genesys Cloud, or as guides in creating custom actions for the integration. Copy a static action, modify it, and save it as a new custom action. For more information, see Edit, copy, or delete a data action and Create a custom action.

• Get Account By Account Number

  Finds an Account record by searching Salesforce for an account number.

• Get Account By Contact Id

  Finds an Account record by searching Salesforce for a contact ID.

• Get Account By Phone Number

  Finds an Account record by searching Phone Fields in Salesforce for a phone number.

• Get Contact By Email

  Finds a Contact record by searching Salesforce for an email address.

• Get Contact By Phone Number

  Finds a Contact record by searching Phone Fields in Salesforce for a phone number.

• Get Most Recent Open Case By Contact Id

  Finds the most recent open Case by searching Salesforce for a contact ID.

Custom actions 

Custom actions interact with data from Salesforce through request and response schemas that you define. With custom actions, you can retrieve, update, or create any data. For more information, see Create a custom action.

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

The web services data actions integration allows you to create custom actions that you can then use throughout Genesys Cloud to interface with JSON-based web services. You can use these custom actions to make routing decisions within your interaction flow in Architect, to present information to your agents in Scripts, or to act on data in other ways.

Example uses

The following examples are possible scenarios for using custom actions with the web services data actions integration in Genesys Cloud applications.

Architect flow example

Your flow in Architect asks your customer to input an existing case number. A custom action associated with the integration retrieves data about the customer from your CRM based on the case number. Your flow then routes the interaction to the appropriate queue based on the data returned from your CRM.

Script example

Your flow in Architect finds no case number for a customer. When an agent receives the interaction, a script pops that allows the agent to create a new case from inside the script.

Action types

The web services data actions integration provides static actions and allows you to create custom actions. For more information, see Concepts.

Static actions

Static actions are built-in data actions that Genesys Cloud automatically creates when you add and activate a web services data actions integration in your Genesys Cloud organization.

These static actions are templates that you can use as guides when creating custom actions for the integration. Copy a static action, modify it, and save it as a new custom action. For more information, see Edit, copy, or delete a data action and Create a custom action. 

• Template - Create Calendar Reminder

  Example POST to a web service. 

• Template - Current Weather

  Example GET request that returns a full response from the web service without modification.

• Template - Current Weather Pick and Choose Response

  Example GET request that builds a response after extracting individual values from the web service response. This action is a secure action. For more information, see Work with secure call flows.

• Template - Current Weather Subset Response

  Example GET request that builds a response after extracting full objects from the web service response. 

Custom actions

Custom actions interact with data from your web service through request and response schemas that you define. With custom actions, you can retrieve, update, or create any data. For more information, see Create a custom action.

For more information about the integration, see About the web services data actions integration.

The Zendesk data actions integration provides static actions and allows you to create custom actions that you can use to act on data in Zendesk. You can use these data actions to make routing decisions within your interaction flow in Architect, to present information to your agents in Scripts, or to act on data in other ways.

Example uses

The following examples are possible scenarios for using static and custom actions with the Zendesk data actions integration in Genesys Cloud applications.

Architect flow example

Your flow in Architect uses the data action Get User By Phone Number. When a customer calls your company, this data action retrieves data about the customer from Zendesk based on the phone number that the customer used to place the call. Your flow then routes the interaction to the appropriate queue based on the data returned from Zendesk. 

Script example

Your flow in Architect finds no case number for a customer. When an agent receives the interaction, a script pops that allows the agent to create a new case from inside the script.

Action types

The Zendesk data actions integration provides static actions and allows you to create custom actions. For more information, see Concepts.

Static actions

Static actions are built-in data actions that Genesys Cloud automatically creates when you add and activate a Zendesk data actions integration in your Genesys Cloud organization.

You can use these static actions throughout Genesys Cloud, or as guides in creating custom actions for the integration. Copy a static action, modify it, and save it as a new custom action. For more information, see Edit, copy, or delete a data action and Create a custom action. 

• Get Most Recent Ticket By Email Address

  Returns the most recent ticket based on an email address.

• Get Most Recent Ticket By User Id

  Returns the most recent ticket based on a user ID.

• Get Organization By Organization Id

  Returns an organization record based on an organization ID.

• Get Organization By Organization Name

  Returns an organization record based on an organization name.

• Get Ticket By Ticket Id

  Returns a ticket based on a ticket ID.

• Get User By Email Address

  Returns a user record based on an email address.

• Get User By Phone Number

  Returns a user record based on a phone number.

• Get User By User Id

  Returns a user record based on a user ID.

• Get User By UserName

  Returns a user record based on a user name.

Custom actions 

Custom actions interact with data from Zendesk through request and response schemas that you define. With custom actions, you can retrieve, update, or create any data using Zendesk’s REST API. For more information, see Create a custom action.

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