How To: Integrate Genesys with Ariglad
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This guide walks you through the steps required to connect your Genesys Cloud organization to Ariglad so that Ariglad can ingest conversations (voice, chat, messaging, email) and generate insights.
Integration requires creating a Genesys OAuth client, assigning the correct permissions, ensuring division access, and entering your credentials into Ariglad.
1. Create an OAuth Client in Genesys Cloud
Log in to Genesys Cloud as an admin.
Go to Admin → Integrations → OAuth.
Click Add Client.
Choose Client Credentials (server-to-server authentication).
Enter a meaningful name, e.g. Ariglad Integration.
Set Grant Type to:
Client Credentials
After saving, note your:
Client ID
Client Secret
(You will enter these into Ariglad.)
2. Assign Required Permissions to the OAuth Client
Your OAuth client needs to read conversations, messages, recordings, and transcripts.
Assign the following permissions:
Required Permissions
Purpose
Permission
Read conversation details
analytics:conversationDetails:view
Read recordings
recording:recording:view
Read STA (speech & text analytics) transcript URLs
speechAndTextAnalytics:data:view
Read STA transcript text (varies by org)
speechAndTextAnalytics:transcript:view
Read messaging & chat transcripts
conversation:message:view
Read emails
conversation:email:view
Read conversations
conversation:read (sometimes named conversation:detail:view)
Upload attachments
responseAssets:asset:add and responseAssets:asset:view
ⓘ Genesys naming can vary slightly per region or licensing. Users should select the closest matching permission if their UI differs.
3. Ensure Division Access
Even with all permissions, Genesys blocks access to conversation data if an OAuth client does not have access to the division containing the conversation.
You must:
Go to Admin → People & Permissions → Roles.
Edit the role assigned to your OAuth client (often autogenerated when you created it).
Scroll to Divisions.
Set access to All Divisions
– OR ensure the role explicitly includes every division where your conversations, queues, or users exist.
Why this matters
Genesys stores conversations inside a division, and by default OAuth clients only have access to the Home Division.
If transcripts, recordings, queues, or users belong to other divisions, Ariglad receives:
403 Forbidden: The user does not have access to this conversation
Fixing division access resolves this completely.
3. Ensure Division Access
Even with all permissions, Genesys blocks access to conversation data if an OAuth client does not have access to the division containing the conversation.
You must:
Go to Admin → People & Permissions → Roles.
Edit the role assigned to your OAuth client (often autogenerated when you created it).
Scroll to Divisions.
Set access to All Divisions
– OR ensure the role explicitly includes every division where your conversations, queues, or users exist.
Why this matters
Genesys stores conversations inside a division, and by default OAuth clients only have access to the Home Division.
If transcripts, recordings, queues, or users belong to other divisions, Ariglad receives:
403 Forbidden: The user does not have access to this conversation
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