Concepts for the data actions integration

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Genesys Cloud data actions integrations enable access to external data for performing tasks within Genesys Cloud applications through a structured system of static and custom actions. Integrations are organized by names and categories, with categories containing collections of related data actions that facilitate data discovery and organization across Architect workflows, agent scripts, and other platform tools. Static actions are predefined integrations available for Microsoft Dynamics 365, Salesforce, web services, and Zendesk. Microsoft Dynamics 365 static actions retrieve account, contact, and case records using parameters such as account ID, name, number, contact ID, phone number, email address, and case ID. Salesforce static actions support account and contact lookups by account number, contact ID, phone number, and email address, as well as retrieval of the most recent open case by contact ID. Web services static actions include templates for creating calendar reminders, retrieving current weather data, and processing web service responses with full or partial data extraction capabilities. Zendesk static actions provide ticket and user retrieval functionality through email address, user ID, organization ID, organization name, ticket ID, and user name. AWS Lambda, Function, Genesys Cloud, and Google Cloud integrations do not provide static actions. Custom actions are administrator-created data actions that enable retrieval, updating, or creation of data beyond predefined static action capabilities. These actions allow users to act on data from external functions, platforms, and CRMs within interaction flows. Genesys Cloud provides native capabilities to retrieve organization, ticket, and user data using ID, name, email, or phone number parameters. Data actions function across multiple integration types—AWS Lambda, Function, Genesys Cloud, Google, Microsoft Dynamics 365, Salesforce, web services, and Zendesk—enabling external data access and utilization within interaction workflows. These capabilities facilitate data-driven decision-making and automation across customer interaction processes.

Note: This article applies to the AWS Lambda, Function, Genesys Cloud, Google, Microsoft Dynamics 365, Salesforce, web services, and Zendesk data actions integrations.

Several key concepts are helpful for understanding how the integration works. The diagram illustrates the relationship between these concepts.

Integrations, categories, and actions diagram

An asterisk (*) denotes concepts that appear in the diagram. Bold denotes terms explained in this article.

Names*

Names are the names of the integrations that you add and configure in Genesys Cloud. These names are also the names of categories used throughout Genesys Cloud to refer to the integrations and their associated data actions.

Categories*

Categories are collections of related data actions (static actions and custom actions). Categories help you find data actions related to a particular integration when you create an interaction flow in Architect, design a script, or use another Genesys Cloud application. Category names match the names of the integrations in your Genesys Cloud organization.

Data actions

Data actions allow you to access data from a web service and perform tasks with that data (such as adding specific customer data to agent scripts). Data actions are divided into static actions and custom actions.

Static actions*

The following integrations do not provide static actions:

AWS Lambda data actions
Function data actions
Genesys Cloud data actions
Google Cloud data actions

Use the following static data actions for these integrations:

Microsoft Dynamic 365 data actionsClick to expand

Get Account By Account Id
Returns an account record based on an account ID.
Get Account By Account Name
Returns an account record based on an account name.
Get Account By Account Number
Returns an account record based on an account number.
Get Account By Contact Id
Returns an account record based on a contact ID.
Get Account By Phone Number
Returns an account record based on a phone number.
Get Case By Case Id
Returns a case record based on a case ID.
Get Contact By Contact Name
Returns a contact record based on a contact name.
Get Contact By Email Address
Returns a contact record based on an email address.
Get Contact By Phone Number
Returns a contact record based on a phone number.
Get Most Recent Open Case By Contact Id
Returns the most recent open case record based on a contact ID.

Salesforce data actionsClick to expand

Get Account By Account Number
Finds an Account record by searching Salesforce for an account number.
Get Account By Contact Id
Finds an Account record by searching Salesforce for a contact ID.
Get Account By Phone Number
Finds an Account record by searching Phone Fields in Salesforce for a phone number.
Get Contact By Email
Finds a Contact record by searching Salesforce for an email address.
Get Contact By Phone Number
Finds a Contact record by searching Phone Fields in Salesforce for a phone number.
Get Most Recent Open Case By Contact Id
Finds the most recent open Case by searching Salesforce for a contact ID.

Web services data actionsClick to expand

Template – Create Calendar Reminder

Example POST to a web service.

Template – Current Weather
Example GET request that returns a full response from the web service without modification.
Template – Current Weather Pick and Choose Response
Example GET request that builds a response after extracting individual values from the web service response. This action is a secure action. For more information, see Work with secure call flows.
Template – Current Weather Subset Response
Example GET request that builds a response after extracting full objects from the web service response.

Zendesk data actionsClick to expand

Get Most Recent Ticket By Email Address
Returns the most recent ticket based on an email address.
Get Most Recent Ticket By User Id
Returns the most recent ticket based on a user ID.
Get Organization By Organization Id
Returns an organization record based on an organization ID.
Get Organization By Organization Name
Returns an organization record based on an organization name.
Get Ticket By Ticket Id
Returns a ticket based on a ticket ID.
Get User By Email Address
Returns a user record based on an email address.
Get User By Phone Number
Returns a user record based on a phone number.
Get User By User Id
Returns a user record based on a user ID.
Get User By UserName
Returns a user record based on a user name.

Custom actions*

Custom actions are a type of data action that administrators create. Custom actions allow you to retrieve, update, or create any data. With custom actions, you can act on data from your functions, platform or CRMs within interaction flows in Architect, through agent scripts, or via other Genesys Cloud applications.

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