You can import contact center data from Genesys Cloud, such as interaction events and customer satisfaction attributes, into Insider One through standard import channels. Use the Upsert User Data API for ongoing profile and event updates, FTP/SFTP for scheduled file imports, or Amazon S3 for automated file imports through Amazon Web Services (AWS). Once this data is in Insider One, you can use it for segmentation, journey decisions, and personalization.
This guide explains how to prepare Genesys Cloud data for these channels and configure the Insider One side of the integration. Your team or integration provider builds and operates the process that extracts data from Genesys Cloud, maps it to the required format, and delivers it to the selected channel.
This guide describes an integration through Insider One's standard APIs and file import channels. It does not describe a native Genesys Cloud connector or a direct connection to Genesys Cloud, and Insider One does not manage Genesys Cloud queues or routing.
If you use MindBehind and want to hand chatbot conversations over to agents in Genesys, see Genesys Contact Center Integration. That integration is separate from the data import described in this guide.
Essentials before integration
Before you begin, make sure you meet the following prerequisites:
You have access to retrieve or export the required data from Genesys Cloud through a method your Genesys Cloud environment supports.
Your team or integration provider can prepare API payloads or publish export files to the selected destination.
You have identified the user identifiers, profile attributes, and events you want to send. For contact center data, the identifier is typically the customer's email address or phone number.
You have defined how Genesys Cloud source fields map to Insider One identifiers, attributes, events, and event parameters.
To configure FTP/SFTP or Amazon S3 source integrations in InOne, you have an Administrator or an Editor with PII access role (PII: personally identifiable information). To generate an API key for the Upsert User Data API, you have an Administrator role.
Prepare API payloads for the Upsert User Data API, CSV or TSV files for FTP/SFTP, or CSV or JSONL files for Amazon S3. Transform Genesys Cloud records into the format the selected import channel requires before you send them to Insider One.
Choose your import channel
Channel | When to use it | How it works |
|---|---|---|
Ongoing updates to user profiles and events as contact center activity happens | Your integration job retrieves Genesys Cloud data, maps it to API payloads, and sends requests to Insider One. | |
Scheduled bulk file imports | Your integration job publishes CSV or TSV files to your file server. InOne reads the files on the configured schedule. | |
Batch imports when your data pipeline uses AWS | Your integration job uploads CSV or JSONL files to your S3 bucket. Insider One imports new files through the configured notification flow. |
Import channel 1: Upsert User Data API
The Upsert User Data API sends user attributes and events to Insider One. If a profile exists for the identifier you send, the API updates it. If no matching profile exists, the API creates one.
Typical Genesys Cloud use cases include the following:
Interaction events: Import events such as an interaction completed, with parameters such as the channel or the interaction date. Imported events become part of the user profile that Insider One uses for segmentation, and they can trigger Architect journeys that react to contact center activity.
Satisfaction and service attributes: Keep profile fields such as the latest satisfaction score or the date of the last contact in sync with Genesys Cloud.
Segments prepared outside Insider One: Add users to a static segment you built from your contact center data, for example, customers with a recent complaint.
Set it up
Plan the user data you will send and get the plan approved by the Insider One team. Then use the Upsert User Data API Integration Wizard to generate an API key, configure headers, and prepare payloads.
Build an integration job that retrieves the required Genesys Cloud records through your chosen extraction method.
Transform the records into the required API payload. Place user identifiers under the identifiers object, and use one identifier per user object where possible.
Test the mapping with a small sample and review the API responses.
Run the integration job at the frequency your use case requires.
For payload parameters, limits, and error handling, see Upsert User Data API. For guided setup, see the Upsert User Data API Integration Wizard.
Import channel 2: FTP/SFTP
The FTP/SFTP integration allows InOne to read comma-separated values (CSV) or tab-separated values (TSV) files from your file server on a schedule and import their data into user profiles and events. InOne supports FTP, FTPS, and SFTP.
Your integration process is responsible for extracting Genesys Cloud data and publishing the formatted files. The Insider One integration reads those files from the configured server, not directly from Genesys Cloud.
Set it up
Extract the required Genesys Cloud data and transform it into CSV or TSV files that meet the import requirements.
Publish the files to your FTP, FTPS, or SFTP server.
In InOne, navigate to Components > Integrations > External Integrations, select FTP/SFTP, and enter your server connection details.
Configure the file settings and map user identifiers, attributes, and events.
Set the import schedule to match when your integration process makes the files available.
For protocol selection, credentials, file requirements, and data mapping, see Import Data from FTP/SFTP to InOne.
Import channel 3: Amazon S3
If your data pipeline uses AWS, you can publish Genesys Cloud data to an Amazon S3 bucket you own. The Insider One Amazon S3 integration supports CSV and JSON Lines (JSONL) files containing user attributes and events.
Your integration process prepares and uploads the files. Insider One reads the resulting files from S3 rather than retrieving records directly from Genesys Cloud.
Set it up
Extract the required Genesys Cloud data and transform it into CSV or JSONL files that meet the import requirements.
In InOne, navigate to Components > Integrations > External Integrations and create an Amazon S3 source integration.
Authorize Insider One to read from your bucket and configure the required bucket, path, and data mappings.
Configure an Amazon Simple Queue Service (SQS) queue for new-file notifications, as described in the integration guide.
Publish export files to the configured location so that new-file notifications can trigger imports.
For AWS authorization, notification setup, file requirements, and data mapping, see Import Data from Amazon S3.
Send a request to an external system during a journey
When a journey needs to notify another system at a specific step, use the Architect Call an API element. Call an API sends an HTTP request with a payload you define to an endpoint you specify, for example, an endpoint your integration exposes in front of your contact center systems.
This is a suggested integration pattern, not a preconfigured Genesys Cloud action. Your endpoint determines what happens when the request arrives. Call an API is not a bulk data tool, so use the standard import channels above for bulk profile and event imports.
For setup and request configuration, see Architect Channel: Call an API. To request a value from an endpoint and use the response in the journey, see Architect Channel: Fetch Data through Call an API.
Related resources
Genesys Contact Center Integration, for the MindBehind chatbot handover.
Integration Hub, to browse the platforms you can connect to Insider One as a source or a destination in the InOne panel.