The Genesys Cloud integration imports recorded voice conversations into Four/Four. It uses the Genesys transcript when one exists and otherwise transcribes the recording itself. It is read-only.
Create the OAuth client in Genesys Cloud
A Genesys Cloud admin creates the client; see Genesys' Create an OAuth client. Configure it as follows:
Grant type: Client Credentials.
Role and division: a role and division that can read the conversations, recordings and transcripts you want imported, for example Quality Administrator.
Allowed IP address (CIDR): the address shown in the Four/Four connection window. It is specific to your workspace, so copy it from there.
Connect in Four/Four
Go to Settings > Connections.
Under Call recording, find Genesys Cloud and select Connect. The Connecting Genesys Cloud window shows the CIDR address for the client's allowed list.
Enter the Client ID and Client Secret.
Choose the Region your Genesys Cloud organisation is in: US East (Virginia), US West (Oregon), Canada (Central), South America (Sao Paulo), Europe (Ireland), Europe (London), Europe (Frankfurt), Europe (Zurich), Asia Pacific (Tokyo), Asia Pacific (Seoul), Asia Pacific (Mumbai), Asia Pacific (Sydney) or Middle East (UAE).
Select Connect.
If Genesys rejects the credentials you see "Genesys rejected these credentials."
What is imported
Every five minutes Four/Four asks Genesys for newly completed voice conversations and imports each one it has not seen. Genesys prepares data in batches, so a conversation can take a while to appear after the call ends. The first import covers the previous 90 days.
A conversation is imported only if it has a customer participant, at least one agent participant and an audio recording. Calls shorter than one minute are skipped, and their recordings are not downloaded or transcribed. The phone number and the agent's queue name are stored as the call's Call line, so you can filter conversations by queue.
Troubleshooting
Not connected: no credentials are saved.
Syncing...: the first import is running.
Authentication failed: Genesys is rejecting the saved credentials, for example because the client was deleted, the secret changed, or the allowed IP list no longer includes Four/Four. Select Disconnect, then Connect with fresh credentials.
Genesys rejected these credentials on connecting: check the Client ID and Secret, that the grant type is Client Credentials, that Region matches your organisation, and that the CIDR address is on the client's allowed list.
Calls missing: check that the role can read recordings and transcripts, and that the call was recorded, longer than a minute, and had both a customer and an agent.
Disconnecting removes the saved credentials. Conversations already imported stay in Four/Four.
Permissions
Connecting or disconnecting Genesys Cloud needs the Manage connections permission, which admins usually have. Without it you cannot connect or disconnect Genesys Cloud.