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Customer without Sales force Cloud license has to be connected to SF for Customer authentication/profiling. We proposed to connect it by Genesys Data Action integration available. This integration connects to SF by User with Token. According to customer this type of connection is obsolete by Sales force and External Client App is a way of connection that should be used.  What is our options to connect Data Action to Sales  by  External Client App? It can be configured or developed without purchasing Genesys Sales Force Voice cloud license?

Hi Boris,

I haven't implemented this specifically with Salesforce, but we've used a similar approach with other CRM integrations using a JWT-based OAuth pattern.

In our case, we used a middleware layer (Genesys Functions) to:

• Handle authentication (JWT token generation/exchange)
• Call the CRM APIs
• Return the required data back to Genesys via a Data Action

From a Genesys perspective, the Data Action simply calls the middleware endpoint, which abstracts the authentication complexity.

This pattern should align well with Salesforce's Connected App / External Client App approach, where JWT or client credentials flows are typically used instead of username + token authentication.

Also, since this is API-based integration, it should not require the Salesforce Voice / CX Cloud license is my understanding.

Hope this helps.