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Hello! I've got a scenario where I am trying to automate a rather small problem, so I don't want to spend a huge amount of time trying to solution an idea. We utilize a BPO that will email a shared inbox when they terminate an employee. I would like to forward those emails to genesys and strip the user details from the email. If possible, using a combination of user APIs to get their required info and then another API to update their active status to be inactive. I guess my question, has anyone done anything like this? Is my reasoning sound for how the 2 different APIs should function? Any other concerns that I should be aware of?

Thanks!

Hi Tyler!

From a high level standpoint, this is possible. If you want the process to be done within Genesys Cloud, you can use an Inbound Email Flow to architect the process of parsing the email to get necessary user details and update the targeted user to change its status. Genesys Cloud Architect has a built-in "Find User" to fetch a specific user. Then, you can use Genesys Cloud Data Actions with the endpoint PATCH /api/v2/users/{userId} to be able to update details of the user.

For more information, you can read these articles: Inbound email flows overview, About the Genesys Cloud data actions integration

Hope this helps!

• Yes, it's doable and your approach makes sense: read the termination email → extract an identifier (ideally the user's email) → use Users API to find the user → call PUT /api/v2/users/{userId}/state to set them inactive.

• Best practice: do the parsing/sanitizing outside Genesys (Power Automate / Logic Apps / Lambda), and only send the minimal identifier + action logs.

• Even better if available: use SCIM/IdP deprovisioning (Okta/Entra) instead of email parsing (more reliable).

• Main concerns: make it idempotent (email can repeat), minimize PII, and ensure the OAuth client has the right user-management permissions (permission enforcement can block calls if roles are wrong).