Genesys Cloud AI
CCaaS leader (~$2B revenue). Agentic AI on agent-augmentation suite.
Genesys Cloud's AI agent layer. The CCaaS market leader at approximately $2B revenue. Trustvice Receipts attaches via OAuth2 client-credentials polling of the Analytics Conversation-Detail API (POST /api/v2/analytics/conversations/details/query) and the real-time Audit Query API (POST /api/v2/audits/query/realtime): bot and digital-bot flow executions become agent invocations, digital-channel segments become channel messages, and Architect audit entries become memory writes.
Beta
Status
OAuth + audit-log polling
Pattern
Managed SaaS — nothing to install
Runtime
Not yet published
SDK version
Readiness
What “Beta” means for Genesys Cloud AI
The integration path is built and tested. Real customers can attach now, but expect minor breaking changes until the 1.0 contract freeze.
How it attaches
OAuth + audit-log polling.
Authorise Trustvice once via OAuth; Trustvice then polls Genesys Cloud AI's audit-log API on a recurring schedule. No code changes.
Authorise Trustvice via OAuth so Trustvice can pull the platform's audit log on a recurring schedule. No code changes required.
- 1
Initiate the OAuth flow
Click “Connect” next to Genesys Cloud AI in Settings → Integrations. Trustvice generates a state token and PKCE challenge, then redirects you to the provider's authorize URL.
- 2
Authorise on the provider
Sign in to Genesys Cloud AI with an account that has audit-log read permissions and approve the requested scopes.
- 3
Trustvice schedules the poller
The callback exchanges the code for access + refresh tokens, encrypts them at rest, and schedules the first poll cycle (default 60–120 seconds).
- 4
Verify
Within a couple of poll cycles, audit entries land in Witness. The Integrations page shows last-poll timestamp, records ingested, and any errors.
# Dashboard navigates here: GET /api/oauth/authorize/genesys-cloud-ai?workspace=ws_abc123 # Trustvice 302s to the provider's authorize URL with PKCE, # the provider redirects back to: GET /api/oauth/callback/genesys-cloud-ai # Trustvice exchanges code → tokens → schedules the audit-log poller
Coverage
3 event types captured.
agent.invocationEvery top-level agent run — the input, the resolved output, timing, and token usage.
channel.messageMessages sent and received over the agent's channels (Telegram, Slack, Discord, …).
memory.writeWrites to the agent's persistent memory store, so state changes are auditable.
The full pattern guide
OAuth + audit-log polling — end to end.
Every framework on this pattern shares the same platform-side spine, endpoints, and gotchas. The pattern guide covers them in full.
Read the OAuth + audit-log polling guideNeed help landing Genesys Cloud AI?
Talk to the integration team.
We help you land the integration end to end — including the parts that live in your environment.
Request integration help
Trustvice 360