Genesys Casual

Hello Friends,

Anyone worked on MS Copilot Integration with Genesys Cloud WFM Integration for Scheduling ??

Share your Experience and steps to achieve this

Hi,

I haven't implemented a direct integration between Microsoft Copilot and Genesys Cloud WFM yet, but I've been exploring similar AI-driven automation scenarios with Genesys Cloud.

From my perspective, a practical approach would be:

• Use the Genesys Cloud WFM APIs to retrieve schedules, adherence, or management unit information.
• Use Microsoft Copilot (or Copilot Studio) as the conversational interface.
• Connect both platforms through Power Automate or Azure Logic Apps to authenticate, call the Genesys APIs, and return schedule information to the user.
• If updates are required, validate whether the corresponding WFM APIs support the desired operation before exposing those actions through Copilot.

I'm interested in knowing if anyone has implemented this in production and whether you used Copilot Studio, Power Automate, or direct API integration.