Summary
Genesys Cloud introduced the concept of divisions years ago, recognizing the need to create control boundaries for organizations with multiple teams and responsibilities, to safely segregate their resources and provide the right level of privileges within those segregated contexts.
In the outbound domain, we also strive to provide this convenience and have heard everyone loud and clear that our division schedule calendar is painful to use without this. We are pleased to announce that, as of today, we can offer peace of mind to schedule admins who wish to work with division boundaries in mind.
At Genesys, we strive to roll out changes in a non-disruptive manner; hence, we created a solution that does not require any change from those who are not suffering from a lack of division awareness on the schedule level, yet allows early adopters to configure their system with relative ease to operate with division awareness in mind.
What is the challenge in making this change?
Given the non-disruptive approach, we could not simply turn our current permissions division aware, which would have broken the setup of many customers. To get around this, we have introduced a set of new permissions on each API endpoint dealing with schedules and help everyone transition from using the division-unaware permissions to the new division-aware ones with a relaxed pace.
What permissions were introduced?
Earlier this summer, we aired two announcements related to the change, which we would like to refer to here and provide more context around why these changes were necessary.
New permissions on the sequence endpoint
New permissions on the voice, sms, email, and WhatsApp endpoints
Why did we need new permissions for schedules?
To ensure people have time to test and understand the implications of configuring outbound schedule operations with division-awareness in mind, we wanted to support the current practice while allowing a path into division-bound operations at the campaign schedule level.
Why did we need new permissions for sequences?
Sequences and voice campaigns were controlled by the same permission. As we inspected sequence usage, we found that many of them contained campaigns from multiple divisions. While we better understand what these use cases are good for, we wanted to honour the division-agnostic nature of sequences. This meant that for the use case where one would like to work with voice campaigns in a division-aware manner and utilize sequences, we needed to introduce new permissions controlling access to sequences only.
Why are the sequence permissions having a different naming convention?
We needed more time and input from sequence users before we could determine if sequences should be division-aware. If it turns out to be possible, then we would like to keep the naming convention open for that transition.
What are my options to easily consume the change?
There are multiple ways to go, but all have the essence that the roles used would have to lose the division-unaware pair and introduce the division-aware pair, in order to let the confinement take effect.
Option 1: Create a division-aware copy of the stock Outbound Admin Role
We found this a safe solution for experimentation and also for eventual rollout for those using the stock role.
All that needs to be done is un-clicking the Outbound > All Permissionsand manually adding all entity-level permissions, such asOutbound > Attempt Limits > All Permissions, etc… with the exception of
- Outbound > Email Campaign Schedule > All Permissions
- Outbound > Messaging Campaign Schedule > All Permissions
- Outbound > Schedule > All Permissions,
- Outbound > whatsAppCampaignSchedule > All Permissions
Please note: The system requires Outbound > Campaign Sequence Schedule > All Permissions to work with sequences while using voice schedules in a division-aware manner.
Option 2: Update the stock Outbound Admin Role
This can be a road for those who use the stock role and yet still like to take advantage of being division-aware. We would still recommend testing with a copy, and in an organization that is used for testing and not in prod.
Option 3: Swap permissions in custom roles
For advanced users who are taking advantage of highly fine-grained permissions, we suggest identifying the roles in which any of the permissions in the above-mentioned two announcements are used and swap out the unaware ones with their division-aware counterparts.
If you need help, reach out through the forum or your representative, and we will be happy to make this transition as easy as possible.
Effective Date
Monday, September 8, 2025
Details
We are transforming the system to provide division based compartmentalization, and we are moving towards this ideal without breaking current behavior and leave room to adjust to it.
Customer Impact
No impact unless manual steps taken to start using division aware schedule permissions on the outbound schedule endpoints.
Impacted Resources
/api/v2/outbound/schedules/campaigns
/api/v2/outbound/schedules/campaigns/{campaignId}
/api/v2/outbound/schedules/emailcampaigns
/api/v2/outbound/schedules/emailcampaigns/{emailCampaignId}
/api/v2/outbound/schedules/messagingcampaigns
/api/v2/outbound/schedules/messagingcampaigns/{messagingCampaignId}
/api/v2/outbound/schedules/whatsappcampaigns
/api/v2/outbound/schedules/whatsappcampaigns/{whatsAppCampaignId}
/api/v2/outbound/schedules/sequences
/api/v2/outbound/schedules/sequences/{sequenceId}
Issue References
PURE-5552
Contacts
@Istvan Vajnorak Please reply to this announcement with any questions. This helps the wider developer community benefit from the discussion. We encourage you to use this thread before contacting the designated person directly. Thank you for your understanding.