Genesys Cloud - Main

Hello,

We have a situation where we want to talk to an external endpoint during the routing of a call to help decide who should handle the conversation.

We don't want to use basic authentication because it isn't very secure. We have set up an authentication service on WS02 to handle client credential flows.

Is it possible to get this to work with Genesys Cloud and how?

Kind Regards,

Louis

Take a look here for the details:

https://help.mypurecloud.com/articles/add-a-data-actions-integration/ - Check the web services tab

https://help.mypurecloud.com/articles/how-to-use-the-user-defined-credential-type/ 

https://help.mypurecloud.com/articles/how-to-use-the-user-defined-oauth-credential-type/

But at a quick run through:, 

Add the Web Services integration, select User Defined OAuth instead of basic auth

add your secure data items like client id and client secret and auth url to the configuration to keep them secure

This will automatically create an auth data action, which may need to be updated depending on your auth service provider

Once that is working, create your data action calling the api end point, as part of that, again depending on the requirements for the service you are calling, you will likely have an Authorization header that may have something like ${authResponse.token_type} ${authResponse.access_token} which is going to take your auth token generated by the auth data action (which you don't need to manually call it will automatically refresh when needed) and add it to your data action calling your endpoint.

If you haven't already, take a look at documentation above, the beyond courses (https://beyond.genesys.com/explore/) and the developer tools (https://developer.genesys.cloud) to help learn the basic.