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  • 1.  Advice on integration approach

    Posted 07-07-2025 17:12

    Hi, I manage a CRM-like product that uses the embeddable framework, which is more of a one-way integration where my software is on the receiving end, for the most part. I'm interested in the following use cases. Just wondering if the community has thoughts on possible approaches.

    • Pull a conversation or case (or both) created in Genesys into my system
      • Option: use a custom flow action? Data action? Build an appfoundry app?
    • Publish and sync knowledgebase articles, documents, cases from my system into Genesys
      • Option: use the Genesys API to CRUD these object records

    Happy to hear your thoughts!


    #DataActions
    #EmbeddableFramework
    #Integrations

    ------------------------------
    Carlos Martelo
    Senior Director, Product Management - Vault Medical
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  • 2.  RE: Advice on integration approach

    Posted 07-08-2025 09:25
    Edited by Lucas Woodward 07-08-2025 09:25
    Hey,
     
    To your question about pulling a conversation from Genesys into your system, I've worked on a number of solutions that tackled this differently.
     
    I'm not sure if they relate your your setup, but I thought I'd share them incase they're of some use.
     
    Notifications APIs
     
    I was working on a solution that required the UI to render a live transcript of the agent's conversation.
     
    I wrote about the solution here:
     
    The relevant part of the solution comprised of:
     
    1. Listening to the Embedded Framework's Conversation Started event
    2. Using the Conversation ID from this event to subscribe to a topic on the Notification API
    If you're after transferring data between systems then this likely isn't a good fit for you.
     
    AWS EventBridge Integration
    Genesys Cloud's EventBridge Integration is a good candidate if you want to know in near-realtime (and with resiliency) whether a conversation has started (amongst many other topics).
     
    The solution I worked on used EventBridge to:
    1. Trigger an AWS Lambda (which can easily scale for spiky contact-centre traffic) whenever a conversation started.
    2. The Lambda pushed the Conversation ID onto a queue to be processed
    3. The IDs in the queue were processed and enriched with additional data from Genesys's Platform API before it was saved into another system.

    Data Action

    A simple, though unreliable, solution I've also used is to place a Data Action at the beginning of a flow that calls a downstream service with the conversation ID.
     
    This is simple, but unreliable as:
    • A failure to call the downstream API (.e.g. the API being unavailable) means you lose the Conversation ID
    • All relevant convos need to go through this flow.
     
    I hope this may be of some use.



    ------------------------------
    Lucas Woodward
    OVO Energy Ltd

    https://www.linkedin.com/in/lucas-woodward-the-dev
    ------------------------------

    Original Message


  • 3.  RE: Advice on integration approach

    Posted 07-08-2025 11:09

    Thank you Lucas, I'll investigate these options. Yeah, the data action to me sounds like the easier thing to do and my customers may configure it according to their requirements. This integration will not use the embeddable framework.

    The EventBridge sounds interesting. Will investigate!



    ------------------------------
    Carlos Martelo
    Senior Director, Product Management - Vault Medical
    ------------------------------

    Original Message


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