> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hightouch.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Genesys

> Connect conversations across channels and deliver seamless customer experience with Genesys Cloud.

## Supported syncing

| Type | Description | Supported Sync Modes | API Reference |
| - | - | - | - |
| **External contacts** | Sync data from any source to Genesys external contacts | Upsert, Update, Insert | [Contacts docs](https://developer.genesys.cloud/commdigital/externalcontacts/externalcontacts-apis) |
| **Organizations** | Sync data from any source to Genesys organizations | Upsert, Update, Insert | [Organizations docs](https://developer.genesys.cloud/commdigital/externalcontacts/externalcontacts-apis) |

For more information about sync modes, refer to the [sync modes](https://docs.hightouch.com/syncs/types-and-modes.md#sync-modes) docs.

## Connect to Genesys

Go to the [**Destinations** overview page](https://app.hightouch.com/destinations?from=docs) and click the **Add destination** button. Select **Genesys** and click **Continue**. You can then authenticate Hightouch to **Genesys**.

To create your Genesys OAuth client credentials, follow this [Genesys guide](https://developer.genesys.cloud/authorization/platform-auth/guides/oauth/module-1-client-credentials#:~:text=Create%20Client%20Credentials,Client%20Credentials%20as%20Grant%20Type.).

Enter the following fields into Hightouch:

* **Region** (Required): Find which region to use in the [Genesys API docs](https://developer.genesys.cloud/platform/api/)
* **Client ID** (Required)
* **Client secret** (Required)

## Sync configuration

Once you've set up your Genesys destination and have a [model](https://docs.hightouch.com/getting-started/concepts.md#models) to pull data from, you can set up your sync configuration to begin syncing data. Go to the [**Syncs** overview page](https://app.hightouch.com/syncs?from=docs) and click the **Add sync** button to begin. Then, select the relevant model and the Genesys destination you want to sync to.

### Syncing contacts

Sync data from any source to Genesys external contacts

#### Record matching

You can match rows from your model to contacts in Genesys on any column in your model and any field in Genesys. Ensure the data types of the model column and Genesys field you select match.
Refer to the [record matching docs](https://docs.hightouch.com/syncs/record-matching.md) for more information.

> [!NOTE]
>
> In **Insert** mode, Genesys automatically generates an identifier for every new record synced, so there is no need to match an existing record.

#### Field mapping

Hightouch lets you sync contact fields via [field mapping](https://docs.hightouch.com/syncs/mapping-data.md).
You can map data from any of your model columns to default and custom contact fields.
Ensure your model's columns have the same data types as the fields you want to sync to.

#### Delete behavior

The [delete behavior](https://docs.hightouch.com/syncs/overview.md#delete-behavior) you select dictates what to do when a row no longer appears in your model's query results. You have the following options:

| Behavior | Description |
| - | - |
| **Do nothing** | Keep the contact in Genesys with all its synced fields |
| **Clear** | Clear all the mapped fields, but keep the contact in Genesys |
| **Delete** | Delete the synced contacts from Genesys |

### Syncing organizations

Sync data from any source to Genesys organizations

#### Record matching

You can match rows from your model to organizations in Genesys on any column in your model and any field in Genesys. Ensure the data types of the model column and Genesys field you select match.
Refer to the [record matching docs](https://docs.hightouch.com/syncs/record-matching.md) for more information.

> [!NOTE]
>
> In **Insert** mode, Genesys automatically generates an identifier for every new record synced, so there is no need to match an existing record.

#### Field mapping

Hightouch lets you sync organization fields via [field mapping](https://docs.hightouch.com/syncs/mapping-data.md).
You can map data from any of your model columns to default and custom organization fields.
Ensure your model's columns have the same data types as the fields you want to sync to.

#### Delete behavior

The [delete behavior](https://docs.hightouch.com/syncs/overview.md#delete-behavior) you select dictates what to do when a row no longer appears in your model's query results. You have the following options:

| Behavior | Description |
| - | - |
| **Do nothing** | Keep the organization in Genesys with all its synced fields |
| **Clear** | Clear all the mapped fields, but keep the organization in Genesys |
| **Delete** | Delete the synced organizations from Genesys |

## Tips and troubleshooting

To see the exact API requests and responses from each sync run, use the [live debugger](https://docs.hightouch.com/syncs/debugger.md). To get notified by Slack, PagerDuty, SMS, or email when a sync fails, set up [sync alerts](https://docs.hightouch.com/syncs/alerting.md). If you run into an issue this page doesn't cover, [contact support](#pylon-chat).