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Genesys Cloud

How to Set Up Roles in Genesys Cloud​

This guide walks you through configuring roles in Genesys Cloud and assigning them to users for OAuth2 authentication with Deepdesk.

Step 1: Navigate to Roles/Permissions​

Navigate to the Admin section and choose Roles/Permissions from "People & Permissions".

Navigate to Roles/Permissions

Step 2: Manage Roles​

You should see a list of roles. To manage roles:

  • Add a role: Click the + Add Role button
  • Edit an existing role: Choose the Actions icon and select Edit Role
  • Delete a role: Choose the Actions icon and select Delete Role

Manage Roles

Example role configuration:

Example Role

Step 3: Navigate to People​

To assign role(s) to a user, start by selecting the People link from the Admin section:

Navigate to People

Step 4: Select User​

Select your user from the list:

Select User

Step 5: Assign/Unassign Roles​

Finally, assign or unassign roles to the user:

  • Filter roles: Enter text to filter to a Deepdesk role
  • Select role: Use the radio button in line with the role to assign/unassign
  • Save changes: Remember to click the Save & Continue button!

Assign Roles

Role Integration with Deepdesk​

When a user authenticates via Genesys Cloud SSO, Deepdesk:

  1. Retrieves the user's role information from Genesys Cloud API
  2. Maps the Genesys Cloud role to the corresponding Deepdesk role
  3. Assigns the appropriate permissions to the user

Common Deepdesk Roles​

  • deepdesk.agent - Standard agent access
  • deepdesk.editor - Editor privileges
  • deepdesk.manager - Manager access

Important Notes​

warning

Unlike OIDC-based authentication (like Microsoft Entra), Genesys Cloud requires a custom implementation to read user roles from the platform API. This implementation is already in place for Genesys Cloud integrations.

Next Steps​

Once roles are configured in Genesys Cloud, users will automatically receive the appropriate permissions when they authenticate to Deepdesk.

See OAuth2 Roles for more information about how Deepdesk handles role assignment.