How to integrate Birdie + Genesys

The Genesys connector allow Birdie to import conversations directly from your Genesys transcripts.

Our integration leverages the speech-to-text analytics feature from Genesys to retrieve call transcripts. Before proceeding, ensure that you have the necessary access to this feature on your Genesys Cloud account.

Genesys adheres to the OAuth 2 standard for secure authentication, and our solution uses client_credentials as grant type.

This grant type is designed for non-user applications, such as the Genesys connector. Additionally, this grant type enhances security by restricting access to user-specific APIs (e.g., GET /v2/users/me).

The only necessary credentials that you need to provide to Birdie's team are:

• Client ID

• Client Secret

Details on how to obtain these credentials are provided in the next section.

To enable the Genesys connector, you need to create an OAuth authentication client with sufficient permissions to access Genesys transcripts.

Follow the Genesys tutorial and make sure the following steps are correctly configured:

• Step 7: Select the Client Credentials grant type.

• Step 8: Assign the appropriate client roles related to call transcripts:

• Required Permissions:

  • analytics:conversationDetail:view

  • analytics:agentConversationDetail:view

  • speechAndTextAnalytics:data:view

  • recording:recording:view

  • recording:recordingSegment:view

• Required Scopes:

• analytics

• conversations

• speech-and-text-analytics

• recordings

• analytics:readonl

• conversations:readonly

• speech-and-text-analytics:readonly

• recordings:readonly

After creating the client, make sure to store the provided Client ID and Client Secret securely.