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Genesys Cloud — Developer Guide

Authentication​

  • Prefer OAuth2 SSO via Genesys Cloud; map roles in Deepdesk.
  • See Architecture → Authentication → SSO for identity flow details.

Data ingestion​

  • Frontend‑based ingestion from the Genesys Cloud UI.
  • Ensure browser permissions and widget injection are enabled.

API connectivity​

  • Use Genesys Cloud APIs for user enrichment and metadata retrieval.
  • Store credentials securely; follow least‑privilege scopes.

Webhooks (optional)​

  • For specific events not present in UI capture, configure webhooks where available.

Testing​

  • Exercise conversation flows in a sandbox queue.
  • Validate rate limits and error handling.