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One of our customers is asking to have MuleSoft as a Gateway for all API connections between Genesys Cloud and the customer's backend services.

Specially I am asking to know if this can be done, and if this is possible and idea about how this can be achieved. The Genesys Cloud Resource Center, does have detailed information about the direct integration between Genesys Cloud and Microsoft API Graph for e-mails, but this is a specific scenario not described there.

Any help is welcome.

Thank you all in advance for your time and answers.

Hi Jorge,

From what I understand, the native Microsoft Graph email integration in Genesys Cloud is designed to connect directly to Microsoft Graph/Azure.

If the requirement is to place MuleSoft in the middle as a gateway, I would recommend validating this with Genesys, since the integration relies on Microsoft Graph authentication, permissions, mailbox access, subscriptions/notifications, inbound email retrieval, outbound email sending, and attachment handling.

In theory, MuleSoft could be part of a custom architecture if it can transparently handle all the Microsoft Graph requirements. However, I'm not sure this would be considered a supported configuration for the native Microsoft Graph email integration.

According to the Resource Center, the Microsoft Graph integration is documented as a direct integration between Genesys Cloud and Microsoft Graph:
https://help.mypurecloud.com/faqs/microsoft-graph-integration-faqs/

It may also be worth opening a support case to confirm whether this architecture is officially supported.