Genesys

Sync customer data from your warehouse to Genesys Cloud external contacts. Keep your contact center agents informed with up-to-date customer profiles, attributes, and contact details enriched directly from your data warehouse.

Prerequisites

A Genesys Cloud organization with API access enabled
An OAuth client configured with the Client Credentials grant type in Genesys Cloud Admin
The OAuth client must have the externalContacts permission scope (or an admin role that includes external contacts access)
Knowledge of your Genesys Cloud region (e.g., US East, EMEA Frankfurt, Asia Pacific Sydney)

Authentication

Genesys Cloud uses OAuth 2.0 Client Credentials for server-to-server authentication.

Setting Up OAuth Client Credentials

Log in to your Genesys Cloud organization
Navigate to Admin > Integrations > OAuth
Click Add Client
Enter a descriptive App Name (e.g., “Zeotap Integration”)
Select Client Credentials as the Grant Type
Under Scope, add externalContacts
Click Save
Copy the Client ID and Client Secret — you will need both in Zeotap
In Zeotap, paste the Client ID and Client Secret into the corresponding fields

Configuration

Field	Type	Required	Description
Region	Select	Yes	Your Genesys Cloud region. Determines the API and login base URLs. Options include Americas (US East), Americas (US West), Americas (Canada), EMEA (Frankfurt), EMEA (Dublin), EMEA (London), Asia Pacific (Sydney), Asia Pacific (Tokyo), and others.

Target Settings

Field	Type	Required	Description
Object Type	Select	Yes	The Genesys Cloud object to sync data to. Currently supports External Contacts.

Supported Operations

Sync Modes

Mode	Supported
Upsert	Yes
Insert	Yes
Update	Yes
Mirror	—

Audience Sync Modes

Mode	Supported
Add	—
Remove	—
Mirror	—
Upsert	—

Genesys Cloud external contacts do not have a list or audience membership concept, so audience sync modes are not supported. Use standard sync modes to manage contact data.

Features

Field Mapping: Yes
Schema Introspection: No

Required Mapping Fields

Field	Description
`firstName`	Contact first name — required by the Genesys external contacts API
`lastName`	Contact last name — required by the Genesys external contacts API
`workEmail`	Work email — used as the match key for `update` and `upsert` sync modes

Default Destination Fields

Field	Type	Description
`firstName`	string	Contact first name
`lastName`	string	Contact last name
`workEmail`	string	Work email address
`personalEmail`	string	Personal email address
`title`	string	Job title
`department`	string	Department name
`workPhone`	string	Work phone number
`cellPhone`	string	Cell phone number
`address`	string	Mailing address

How It Works

Authentication: Zeotap obtains an OAuth2 access token from the Genesys Cloud login endpoint using your client credentials. Tokens are automatically refreshed before expiry.
Contact Sync: Each row from your warehouse is sent individually to the Genesys Cloud External Contacts API:
- Insert mode creates a new external contact via POST /api/v2/externalcontacts/contacts
- Update mode searches for the contact by workEmail, then updates it via PUT /api/v2/externalcontacts/contacts/{id}
- Upsert mode searches first; if found, updates the contact; if not found, creates a new one
Phone Numbers: Phone fields (workPhone, cellPhone) are automatically formatted into the Genesys Cloud phone object structure with the display property.
Error Handling: Each row is processed independently. Failed rows are reported with specific error messages while successful rows proceed normally.

Rate Limits

Genesys Cloud enforces platform-wide API rate limits. When rate limits are exceeded, the API returns HTTP 429 responses with a Retry-After header. Zeotap automatically retries requests with exponential backoff when rate-limited.

For high-volume syncs, consider scheduling syncs during off-peak hours to reduce the likelihood of rate limiting.

Best Practices

Always map workEmail: Update and upsert modes match existing contacts by workEmail. Rows missing a work email will fail to resolve in these modes.
Start with Upsert mode: Upsert mode handles both new and existing contacts gracefully, making it the safest choice for initial syncs.
Keep phone numbers in E.164 format: Use international phone format (e.g., +14155552671) for best compatibility with Genesys Cloud telephony features.
Verify your region: Ensure you select the correct region — using the wrong region will result in authentication failures.

Troubleshooting

Authentication failed: invalid client credentials

Verify that the Client ID and Client Secret are correct. Ensure the OAuth client is configured with the Client Credentials grant type in Admin > Integrations > OAuth. Regenerate the client secret if needed.

Authorization failed: insufficient permissions

The OAuth client must have the externalContacts permission scope. Go to Admin > Integrations > OAuth, edit the client, and verify that the required scopes are assigned.

Contact not found for update

When using Update mode, the contact must already exist in Genesys Cloud. Ensure the workEmail field is mapped and contains a value that matches an existing external contact. Use Upsert mode to automatically create contacts that do not exist.

Genesys Cloud assigns contact IDs (GUIDs) on creation and does not accept a customer-supplied external ID at the top level of the contact record, so workEmail is used as the stable match key for updates and upserts.

Wrong region selected

If you receive connection errors or unexpected authentication failures, verify that the selected region matches your Genesys Cloud organization. Your region is visible in the URL bar when logged into Genesys Cloud (e.g., apps.mypurecloud.com indicates US East, apps.mypurecloud.de indicates EMEA Frankfurt).

Rate limiting (HTTP 429)

Genesys Cloud enforces rate limits across all API calls. If you see frequent rate limiting, reduce the sync frequency or schedule syncs during off-peak hours. Zeotap automatically retries rate-limited requests with backoff.

Phone numbers not displaying correctly

Ensure phone numbers are provided in a standard format. Genesys Cloud expects phone numbers as display strings. Use E.164 format (e.g., +14155552671) or a human-readable format (e.g., (415) 555-2671) for best results.