Use third-party customer segments within Genesys Cloud

Genesys Cloud enables organizations to integrate customer segments defined and managed in third-party systems such as Customer Relationship Management (CRM) platforms, Customer Data Platforms (CDPs), or marketing systems by reflecting segment membership on external contacts within Genesys Cloud. The segment management system allows users to view, create, edit, and manage visitor segments with specific attributes displayed in list format, including name, update date, description, type (session or customer), active status, and color coding. Key capabilities include searching segments using case-insensitive characters, sorting lists by column headers in ascending or descending order, duplicating segments for faster creation, and permanent deletion with deactivation as an alternative for temporary suspension. The system provides detailed segment reporting metrics including segment matches, configured action maps, and achieved outcomes, with color-coding used for visualization in Live Now and Action Map Reports. In the third-party segment model, the external system remains the source of truth for segment membership, while Genesys Cloud stores and exposes this membership for use across the platform in routing, orchestration, analytics, and agent context. For each external segment, a corresponding segment must exist in Genesys Cloud, with customers maintaining the mapping between external segment identifiers and Genesys Cloud segment IDs. When customers enter or leave segments in the external system, the external system resolves customer identity in Genesys Cloud and updates segment membership using public APIs, after which the segment is treated identically to any other customer segment within the platform.