External event ingestion overview

AI-generated summary

Genesys Cloud enables ingestion of external events from third-party systems including web tracking software, CRMs, customer data platforms, e-commerce platforms, and custom applications to orchestrate actions, enrich customer profiles, and support analytics through Journey Management. The platform drives orchestrated experiences by triggering proactive outreach or Architect flows based on external signals, personalizes customer interactions through enriched context for both human and virtual agents, and improves contact center metrics such as average handle time and first call resolution. Comprehensive analytics are provided by correlating customer journey data with contact center and non-contact center information. The external event ingestion framework comprises three core components: custom dataset definition through schemas that enable data validation and governance, external event standardization and onboarding processes for configuring new events and managing metadata, and a RESTful Ingestion API that validates incoming data, performs identity resolution to match data to customers (external contacts), and publishes events into the Genesys Cloud ecosystem. Implementation requires defining event metadata through schemas accessible via Menu > Orchestration > External Event Ingestion > Schemas, configuring external event settings through API, identifying an external contact identifier (External ID) for contact matching, and creating an External Source ID for the identity resolution algorithm. Once these components are established, events can be transmitted to Genesys Cloud for processing and downstream utilization. The platform supports event transmission through the external event ingestion API, with documentation providing access to related resources including external contacts management, identity resolution capabilities, schema management, and event management functionality. Additional topics include AI Experience product permissions and a feedback mechanism for reporting documentation issues or clarity concerns.

External events take place in third-party systems such as web tracking software, CRMs, customer data platforms, and e-commerce platforms. These events also support home-grown applications and systems.

External events can be used to orchestrate actions across the platform to increase automation, enrich customer profiles to increase personalization at customer touchpoints, or to use in analytical products, like Journey Management.

Key benefits of external events

Drive orchestrated experiences: Events that happen outside Genesys Cloud often provide signals that something must happen, whether it is a proactive personalized outreach or invokes an Architect flow to do something on behalf of the customer.
Personalization: Add more context to the customer and their experiences, with a complete picture for agents (human and virtual), external events can tailor the experience to the customer and the current situation/recent experience.
Improved call center metrics: With more customer context, agents can improve metrics such as average handle time and first call resolution.
Better analytics: Get a full view of the customer journey in context with other contact center and non-contact center data.

What’s included?

Custom dataset definition – Define your own datasets (schemas) and send them to Genesys Cloud. This customization allows Genesys Cloud to validate whether your system sends the correct data. This governance enables trust and simplicity in designing downstream activity to use external data.
External event standardization and onboarding – To improve and standardize the metadata around the events, customers configure and onboard new events, while creating new or reusing their created schemas.
Ingestion API: After an event is onboarded, you can send the data through a RESTful API call. Genesys Cloud validates whether the data received matches with what you have already defined; match that data to a customer (external contact) by performing identity resolution and then publish into the Genesys Cloud ecosystem.

How to set up external events in Genesys Cloud?

Following are the high-level steps to set up external events:

Define the metadata of an event that you want to send to Genesys Cloud. Within Genesys Cloud, metadata is defined under schemas. For more information about schemas, see Manage schema.
You can create schemas through API and view the same in Menu > Orchestration > External Event Ingestion > Schemas.
After creating a schema, configure settings for the external event through API. For more information about external events configuration, see Manage Events.
Identify an external contact identifier (External ID) to match the existing contacts.
Create External Source ID to be used in identity resolution algorithm. For more information, see Identity resolution in external events.
After creating a schema, an event configuration, external ID, and external source, you can send events to Genesys Cloud. You can send events through the external event ingestion API .

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