Genesys Cloud - Main

Hi everyone,

I'm looking for some guidance on a Genesys Cloud integration question.

We have a third‑party system that updates prompts in our environment by sending data to Genesys through an API. Our call flows then play the updated audio messages based on what they send.

What we're trying to figure out is whether Genesys provides any way to view or capture the full payload that the third‑party system sends to us. Essentially, we want to confirm exactly what data they're pushing into Genesys when they update the prompt.

Has anyone worked with this type of setup before? Is there a method-logs, API tracing, event monitoring, or anything similar-that would allow us to see the complete incoming payload?

Any advice or pointers would be appreciated. Thanks in advance!

Hi everyone,

I'm looking for some guidance on a Genesys Cloud integration question.

We have a third‑party system that updates prompts in our environment by sending data to Genesys through an API. Our call flows then play the updated audio messages based on what they send.

What we're trying to figure out is whether Genesys provides any way to view or capture the full payload that the third‑party system sends to us. Essentially, we want to confirm exactly what data they're pushing into Genesys when they update the prompt.

Has anyone worked with this type of setup before? Is there a method-logs, API tracing, event monitoring, or anything similar-that would allow us to see the complete incoming payload?

Any advice or pointers would be appreciated. Thanks in advance!

I don't believe you'll be able to see the actual API request/response payloads in Genesys Cloud.  The best you'll be able to do is to view the Audit dashboard to recognize when and which prompt was updated by the 3rd party system.  You can also monitor the frequency and count of the API requests being made by the 3rd party using the API Usage dashboard.

If you want to see the actual API traffic, then you'd like have to have some sort of middleware sitting between the 3rd party and Genesys Cloud that allows for sniffing the HTTP requests happening between the two systems.

Hi everyone,

I'm looking for some guidance on a Genesys Cloud integration question.

We have a third‑party system that updates prompts in our environment by sending data to Genesys through an API. Our call flows then play the updated audio messages based on what they send.

What we're trying to figure out is whether Genesys provides any way to view or capture the full payload that the third‑party system sends to us. Essentially, we want to confirm exactly what data they're pushing into Genesys when they update the prompt.

Has anyone worked with this type of setup before? Is there a method-logs, API tracing, event monitoring, or anything similar-that would allow us to see the complete incoming payload?

Any advice or pointers would be appreciated. Thanks in advance!

Hi everyone,

I'm looking for some guidance on a Genesys Cloud integration question.

We have a third‑party system that updates prompts in our environment by sending data to Genesys through an API. Our call flows then play the updated audio messages based on what they send.

What we're trying to figure out is whether Genesys provides any way to view or capture the full payload that the third‑party system sends to us. Essentially, we want to confirm exactly what data they're pushing into Genesys when they update the prompt.

Has anyone worked with this type of setup before? Is there a method-logs, API tracing, event monitoring, or anything similar-that would allow us to see the complete incoming payload?

Any advice or pointers would be appreciated. Thanks in advance!

Hi everyone,

I'm looking for some guidance on a Genesys Cloud integration question.

We have a third‑party system that updates prompts in our environment by sending data to Genesys through an API. Our call flows then play the updated audio messages based on what they send.

What we're trying to figure out is whether Genesys provides any way to view or capture the full payload that the third‑party system sends to us. Essentially, we want to confirm exactly what data they're pushing into Genesys when they update the prompt.

Has anyone worked with this type of setup before? Is there a method-logs, API tracing, event monitoring, or anything similar-that would allow us to see the complete incoming payload?

Any advice or pointers would be appreciated. Thanks in advance!

Hello Harshit, 

1. Is the the 3rd party updating your prompts on a daily/hourly basis, or are they dynamically changing the next prompt in the flow based on previously collected intent input? 
2. Also, is this an AppFoundry integration or are you sending the intents and slots to the third party via a data action in the flow, then using the response to load the next prompt?

If you're using data actions, you may be able to log the response to a variable that you can post to participant data, but it will require you to create a new version of each data action with an updated contract schema.  The new contract is required in order to collect the whole response payload assuming the current data action contract is mapping to a particular property or nested property path (i.e., $.entities.promptvalue) to set the subsequent prompt.  

Hi everyone,

I'm looking for some guidance on a Genesys Cloud integration question.

We have a third‑party system that updates prompts in our environment by sending data to Genesys through an API. Our call flows then play the updated audio messages based on what they send.

What we're trying to figure out is whether Genesys provides any way to view or capture the full payload that the third‑party system sends to us. Essentially, we want to confirm exactly what data they're pushing into Genesys when they update the prompt.

Has anyone worked with this type of setup before? Is there a method-logs, API tracing, event monitoring, or anything similar-that would allow us to see the complete incoming payload?

Any advice or pointers would be appreciated. Thanks in advance!