Connector library

Implemented source Voice, SMS & Messaging

Genesys Cloud Operations connector.

Look up agents, queues, queue members and presence definitions; inspect availability and request guarded native agent presence changes.

Download connector See all connectors

Connector download

Download Genesys Cloud Operations

Versioned ZIP for your CXFabric tenant.

Use this connector in a flow

Register the ZIP in your tenant, or add a new version if the connector is already installed.
Create or select a credential if the action requires one.
In a Draft flow, add an available action, choose its version, connect it, and map inputs.
Test the step and flow; review output and failures before activation.

See readme.md in the ZIP for settings and limitations.

Version: 0.1.0.0
Release: 2026-10-17
Package: Implemented source
Schema credentials: Basic auth
Connection settings: Region Domain
Package size: 15 KB
SHA-256: 8358524adbd64d04dbc7ed883f6742f00ec5bc41a57e2baae459377f382d875d
Notes: Read release notes

Included in this version

Included actions

Implemented in v0.1.0.0. Use a separate flow trigger; no webhook trigger is included.

List Agents

Return one page of active directory users with selected agent lookup fields.

Get Agent

Look up a user by UUID. A missing or inaccessible HTTP 404 returns found false.

List Queues

Return one page of accessible queues with optional name and division filters.

Get Queue

Look up a queue by UUID with selected membership counts; does not force recounts.

List Queue Members

Return one page of queue membership rows without changing membership or joined state.

List Presence Definitions

List accessible active presence definitions and identify supported targets for presence changes.

Get Agent Availability

Read user existence, primary presence source, native presence and computed routing status separately.

Set Agent Availability

Check current native presence against the expected snapshot, request a confirmed change and verify it. Pending changes and unknown outcomes are reported explicitly.

Vendor API

API and access

Vendor API documentation Vendor website

Implementation considerations

Agent and queue lookup: Find active directory users, queues and queue members using selected fields and bounded pages.
Availability inspection: Read primary presence source, native presence and computed routing status separately.
Guarded presence changes: Check the expected current status, confirm the change, request native presence and verify the result.
Select a Basic Auth credential with the OAuth Client ID as username and client secret as password. Each action obtains its bearer token internally. Map a supported bare Region Domain from trusted flow configuration. Assign appropriate directory, queue and presence-definition access; changing another user requires presence:userPresence:edit and relevant division access.
Eight actions include List Agents, Get Agent, List Queues, Get Queue, List Queue Members, List Presence Definitions, Get Agent Availability and Set Agent Availability. Directory users are not necessarily licensed or routable agents. Lists return one caller-managed page of up to 100 rows; queue membership totals can be unavailable. Presence definitions are bounded to 1000 records.
Available is off queue; OnQueue requests ACD eligibility subject to routing and organization rules. Set Agent Availability requires Confirm Change and Expected Current Presence Definition ID; optionally map the snapshot modified timestamp too. It refuses inactive users, stale snapshots, unsupported targets, a different pending presence and an integrated primary source. Native presence must already be the primary source.
The action PATCHes only the native presence definition and reads back both presence and primary source. Pending future changes are not reported as immediate changes. Routing status is read separately and routingVerified remains false. Checks and writes are not atomic; use deliberate reconciliation and restore policies that respect human changes.
OAuth and all API calls share one 1–8 second budget. No retries, redirects, background polling, call disconnection, queue-membership changes, source takeover or automatic rollback are included. Reconcile an unknown write outcome by reading current availability before deciding to repeat it.
New independent Genesys Cloud Operations registration with a persistent component ID and UUID. Existing Analytics and legacy connector identities are unchanged. Local contract/package checks passed; CXFabric import and live Genesys testing remain pending.

Support

Need help with Genesys Cloud Operations?

Tell us what you need to connect or change.