Integration · Phone and contact center
AI agents for Genesys Cloud
Search Genesys Cloud conversations and read their details, watch queues in real time, look up users and external contacts, create contacts and callbacks, and send SMS or WhatsApp messages without an agent.
- Actions
- 9
- Read
- 6
- Write
- 3
Actions
What your agents can do in Genesys Cloud
Search Genesys Cloud conversations and read their details, watch queues in real time, look up users and external contacts, create contacts and callbacks, and send SMS or WhatsApp messages without an agent, with the organization's own OAuth client.
Read 6
Look things up. Nothing changes.
Search conversations
Finds conversations (calls, chats, messages, emails, callbacks) that started in a time window, newest first, at conversations[].
Get a conversation
Reads one conversation by ID: startTime, endTime, state, recordingState, address, and participants.
Get live queue status
Reads real-time numbers for one or more queues at results[].
List queues
Lists routing queues at entities[]: each with id (for search_conversations, get_queue_status and create_callback), name, description, memberCount, joinedMemberCount and mediaSettings.
List users
Lists the organization's users at entities[]: each with id, name, email, title, department, state, primaryContactInfo and, when asked with expand, presence (Available, Busy, Away …), routingStatus.
Search external contacts
Searches Genesys external contacts (customers) by keywords — a name, phone number or email — at entities[].
Write 3
Create, change or send.
Create an external contact
Creates a Genesys external contact (a customer record agents see during interactions) with a name, title, phones, emails and address.
Schedule a callback
Creates a callback in a queue: an agent is offered a call back to callback_numbers (E.164), now or at scheduled_time.
Send an SMS or WhatsApp message
Sends a message without an agent: an SMS from a provisioned Genesys SMS number to a phone number (both E.164, up to 765 characters), or a WhatsApp template message.
A person can approve first
Any write action can be set to wait for a person's approval before it runs, so an agent asks before it changes anything.
Connection
How it connects
Connect it once in the console, then give it to the agents and workflows that need it.
Paste the client ID and secret of an app your organization registered with Genesys Cloud. The platform fetches its tokens itself (OAuth client credentials).
Settings
- Region
Kept safe
- Credentials are stored encrypted with your organization's own keys.
- They are opened only by the process that makes the call, at the moment it runs, and never go into a prompt or the browser.
- Calls go only to the tool's own servers.
Ideas
Ideas to start with
Starting points made only from the actions above. Mix them with any other tool your agents can use.
- 01
Ask about your Genesys Cloud data
Ask a question in plain words. The agent can search conversations, get a conversation or get live queue status in Genesys Cloud, then answers with what it found.
- 02
Let an agent update Genesys Cloud
Have the agent create an external contact or schedule a callback in Genesys Cloud as part of a larger task. Turn on approval and a person signs off on each change first.
- 03
Work from your CRM
Give one agent HubSpot and Genesys Cloud: it can search contacts in HubSpot and create an external contact in Genesys Cloud in the same run.
Works well with
More Phone and contact center tools
- Aircall8 actionsRead your Aircall calls, add notes to them, look up and create shared contacts, and send SMS from an Aircall number into the agents' conversation.
- Dialpad9 actionsRead Dialpad calls with their recordings, transcripts and AI moments, look up users and contacts, send SMS from a Dialpad number, and start outbound calls that ring a user's Dialpad devices.
- RingCentral5 actionsSend SMS from your RingCentral numbers, read your text messages and check their delivery, and read your call log, signed in as a RingCentral user.
- Talkdesk8 actionsLook up Talkdesk contact-center users and contacts, read call recordings and scheduled callbacks, and put a caller into a callback queue, with the account's own Talkdesk OAuth client.
- Amazon Connect9 actionsPlace outbound calls and create tasks through an Amazon Connect contact center's flows, end contacts, look up a contact and set its attributes, list queues, agents and flows, and read live queue numbers.
- Vapi7 actionsLet an agent make phone calls with Vapi voice assistants: call a person now or at a scheduled time with one of your assistants, then read the call's status, transcript, recording link, summary and structured results.
FAQ
Genesys Cloud and MyDeepAgents
Can MyDeepAgents connect to Genesys Cloud?
Yes. The Genesys Cloud connector has 9 actions: 6 read and 3 make changes. Your agents can call them as tools, and your workflows can run them as steps.
How do I connect Genesys Cloud?
Paste the client ID and secret of an app your organization registered with Genesys Cloud. The platform fetches its tokens itself (OAuth client credentials). The connection also asks for: Region. Credentials are stored encrypted with your organization's own keys and are opened only at the moment of a call.
Can an agent change data in Genesys Cloud without asking?
Only if you let it. Each of the 3 actions that change data can be set to wait for a person's approval before it runs.
Can I use Genesys Cloud in workflows as well as agents?
Yes. Every Genesys Cloud action also works as a step in a workflow, and the same connection serves your agents and your workflows.
Early access
Put Genesys Cloud to work
Connect it in a few minutes, give an agent the actions it needs, and decide which changes wait for a person.