> For the complete documentation index, see [llms.txt](https://support.ariglad.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.ariglad.com/integrations/how-to-integrate-genesys-with-ariglad.md).

# How To: Integrate Genesys with Ariglad

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

1. Log in to Genesys Cloud as an admin.
2. Go to Admin → Integrations → OAuth.
3. Click Add Client.
4. Choose Client Credentials (server-to-server authentication).
5. Enter a meaningful name, e.g. Ariglad Integration.
6. Set Grant Type to:
   * Client Credentials
7. 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:

1. Go to Admin → People & Permissions → Roles.
2. Edit the role assigned to your OAuth client (often autogenerated when you created it).
3. Scroll to Divisions.
4. 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:

1. Go to Admin → People & Permissions → Roles.
2. Edit the role assigned to your OAuth client (often autogenerated when you created it).
3. Scroll to Divisions.
4. 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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