FAQs: Data actions

No. Data actions maintain a cache of a finite set of authentication tokens. These tokens are reused for subsequent requests until the cached token expires or the request using the cached token fails. Then, the token is replaced and the original request is retried with the newly acquired token.

For more information about the integrations, see About the data actions integrations.

Genesys Cloud provides two mTLS client certificate options:

• Genesys Cloud-signed client certificate for mTLS
  Genesys Cloud recommends using the Genesys Cloud-signed client certificate for mTLS. An endpoint that trusts the Genesys Cloud private certificate authority does not require any maintenance when the client certificate is rotated. For more information, see mTLS support for data actions.
• Publicly trusted mTLS client certificate
  If you require a publicly trusted mTLS client certificate, you can configure web service data actions to use a publicly trusted client certificate from DigiCert. However, you must update your endpoints every year to handle the certificate being rotated. For more information, see Add a data actions integration.

Yes, you can use Genesys Cloud with a Salesforce instance that enables enhanced domains. 

The configuration setup that you define for the data actions integration executes for the Salesforce orgs that are enabled with enhanced domains.

Genesys Cloud understands that your credentials and secrets are sensitive information, and we treat them with the utmost care. We encrypt your credentials and secrets and store them in a secured environment. Some of the strict security measures that we implement include:

• Store credentials in a highly encrypted manner with extra security and cryptographic protections
• Provide additional access controls to limit sharing to only those services that require your credentials
• Establish safeguards to ensure that credentials are inaccessible to the Genesys Cloud engineers in any format
• Ensure that credentials are not available through the public API
• Transmit credentials internally to the services that actually use them in an encrypted manner

For more information about Genesys Cloud security, see About security and compliance.

Web services data actions include a pre-configured trust store containing a list of trusted root certificates. Several times a year Genesys Cloud updates this list in line with the industry standards.

Genesys Cloud makes available the trusted certificates via the /api/v2/integrations/actions/certificates/truststore Public API endpoint. Use this endpoint to list the root certificates trusted by the web services data actions.

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

No. You cannot use Genesys Cloud data actions to perform actions on conversations, such as transferring, recording, or disconnecting a call. Only direct participants in a conversation, such as an agent or a customer, can modify the conversation using call controls.

Although Genesys Cloud data actions authenticate with an OAuth client that uses the Client Credentials grant type and the Client Credentials grant type is assigned roles, these roles have no user context and are not considered participants in a conversation. Even data actions run by an agent from a Script have no user context and cannot act on conversations.

The exception to the actions that can be performed on a conversation is to pause the recording using the dedicated endpoint. A client with the permission Conversation > Recording > PauseOthers can pause the recording even if they are not a participant in the conversation.

There can also be exceptions to the data actions that could be API-specific. Check whether the API resource can be used with the Client Credentials grant type.

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

Absolutely! You can use the AWS Lambda data actions integration and associated data actions to retrieve data from your on-premises solution through an AWS Lambda function in your AWS account. You can secure communication between Genesys Cloud’s virtual private cloud (VPC) and your AWS VPC, and between your AWS VPC and your on-premises solution. For more information, see Data actions with on-premises solutions overview, Workflow for data actions with on-premises solutions, Example AWS Lambda data action with on-premises solution.

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

Only the web services data actions support mutual authentication. For more information, see MTLS support for data actions.

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

No. Self-signed certificates are not recognized as trustworthy.

For more information about the integrations, see About the data actions integrations.

• Data actions in Scripter and through the Public API time out with an error after 20 seconds.
• Data actions in a call flow default to 60 seconds. If configured by the administrator, the data action timeout can be between 1 and 60 seconds. For more information, see Add configuration to custom actions for integrations.
• Data actions in test mode time out after 19 seconds to return a useful test mode report to the UI.

For more information about the integrations, see About the data actions integrations.