Manage events

AI-generated summary

Genesys Cloud enables management of external events originating from systems outside the platform, including CRMs, e-commerce platforms, web tracking software, and customer data platforms. External events enhance the customer experience by orchestrating cross-platform actions, enriching customer profiles for personalization, and supporting analytical products like Journey Management. To access event management functionality, users require a Genesys Cloud CX 1 license and specific permissions for external events schema and configuration operations (Add, Edit, View, Delete) plus Event Add permissions. External event configuration involves specifying event name, schema setup, schema attributes, description, event source (such as Adobe or Salesforce), and division for identity resolution through API calls. The event source designation cannot be modified after initial configuration. Users can view configured events by navigating to Menu > Orchestration > External Event Ingestion > Configurations, where a searchable list displays all API-created events. Individual event details are accessible by clicking the event name or selecting View from the Actions menu, which displays the Event Configuration page containing event name, schema setup, schema attributes, event source, and division information.

PrerequisitesClick to expand

Genesys Cloud CX 1 license

The following permissions:

Journey > externalEventsSchema – Add
Journey > externalEventsSchema – Edit
Journey > externalEventsSchema – View
Journey > externalEventsSchema – Delete
Journey > externalEventsConfiguration – Add
Journey > externalEventsConfiguration – Edit
Journey > externalEventsConfiguration – View
Journey > externalEventsConfiguration – Delete
Journey > externalEventsEvent – Add

External events take place in systems that are outside Genesys Cloud, such as other tech platform providers, web tracking software, CRMs, customer data platforms, and e-commerce platforms.

External events complete the customer experience picture. 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.

The following sections describe how you can work with events:

Create external event configurationClick to expand

You can configure an external event by specifying the following fields in the API call, which pulls the event details and creates the event configuration.

Event name – Specify a name to the event.
Schema setup – Specify the schema name to which the event belongs. Schema is the dataset that is already created using Schema configuration.
Schema attributes – Displays the list of attributes available for the schema for reference.
Description – Specify a meaningful description about the event. This metadata is used to share information about the event with other members of your organization.
Event source – Specify the originating source of the event, such as, Adobe or Salesforce. This value cannot be edited in the future.
Division – Specify the division that is used for identity resolution.

View an event listClick to expand

View an eventClick to expand

To view the event details,

Click Menu > Orchestration > External Event Ingestion > Configurations. The list of events created by API calls appear.
From the events list, do one of the following:
- Navigate to the event name that you want to view and click the name.
- Under the Actions column, click the vertical dots, and click View from the pop-up menu. The Event Configuration page appears.
The Event Configuration page allows you to view the event details such as event name, schema setup, schema attributes, event source, and division. After reviewing the event details, click Go Back to go to the Event List page.

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