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Connect your Genesys Cloud organization to Operata so that every Conversation streams into Operata — a test interaction you end cleanly appears in the Operata console within five minutes of conversation end.
This guide covers manual integration. Automatic integration is available via AppFoundry.

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Before you start

  • An Operata account with Admin role and your Operata Group ID. The Group ID is the UUID immediately after the hostname in your Operata console URL — for example, on https://app.operata.io/41ba528c-cef7-400f-ab08-cc5aba33527f the Group ID is 41ba528c-cef7-400f-ab08-cc5aba33527f. Contact Operata Support if you cannot locate it.
  • A Genesys Cloud organization with admin access to Account Settings, User Management, and IT and Integrations.
  • The Genesys Cloud integration overview read end to end — the OAuth scopes you grant in step 2 map to the data Operata reads.

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Steps

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1. Capture the Organization ID

In the Genesys Cloud admin console, go to Account > Organization Settings > Organization Details and copy the Organization ID. Operata configures Amazon EventBridge and Secrets Manager against this ID. Genesys Cloud Organization Settings Save the Organization ID alongside your Operata Group ID. You need both in step 4.

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2. Create the OAuth client

Genesys Cloud uses role-based access control. Create an access role with the permissions Operata needs, then assign that role to an OAuth client. Create the access role: In the Genesys Cloud admin console, go to User Management > Roles and Permissions > Add Role. On the Roles tab, enter:
  • Name: OPERATA_Role
  • Description: RBAC for Operata OAuth Client
Creating the OPERATA_Role Switch to the Permissions tab. Search for and select:
  • Analytics > Conversation Aggregate > View
  • Analytics > Conversation Detail > View
  • Routing > Queue > View
  • Users > customAttributesSchema > View
  • Users > ruleDependents > View
  • Users > Rules > View
  • Users > ruleUsers > View
Selecting the required permissions Click Save. Create the OAuth client: Navigate to IT and Integrations > OAuth > Add Client. Enter:
  • App Name: OPERATA_OAuth Client
  • Description: Generated Client that's passed to the App Backend
  • Grant Types: Client Credentials
Adding the OAuth client Click Next. On the role-assignment screen, toggle the Assigned column for the OPERATA_Role you created above and click Next. Assigning the OPERATA_Role Leave the default token duration of 86400 seconds (24 hours) and click Save. Token duration screen Genesys Cloud now displays the Client ID and Client Secret.
Genesys Cloud displays the Client Secret exactly once. Copy both values into a secure location before clicking Finish. Operata needs the Client ID and Client Secret in step 4; you cannot retrieve the secret afterwards.
Client ID and secret displayed Click Finish once both values are saved.

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3. Configure the Amazon EventBridge source

Operata reads Genesys Cloud events from Amazon EventBridge. Each Operata group supports exactly one Genesys Cloud Amazon EventBridge integration; if you already have one set up, skip to step 4. Navigate to IT and Integrations > Integrations > Add Integration. Click Install on the Amazon EventBridge Source tile. Selecting Amazon EventBridge in the Integrations catalog On the Details tab, set:
  • Integration Name: Operata AWS EventBridge
Click Save. EventBridge integration name Switch to the Configuration tab and enter:
  • AWS account ID: 287581919123
  • AWS account region: ap-southeast-2 or us-east-2, matching your Operata group region.
  • Event source suffix: your Operata Group ID from the Before you start section.
  • Topic filtering: v2.detail.events.conversation.{id}.user.end
Use the AWS account ID and region exactly as shown above — these are Operata’s values, not yours. Substituting your own AWS account ID or Genesys-side region breaks the integration; the events never reach Operata.
EventBridge configuration screen Click Save and Activate. Genesys Cloud now sends conversation-end events to Operata’s AWS account. If you create a second event source with the same Operata Group ID, Genesys Cloud returns Event Source Suffix value must be unique. Each Operata group supports only one Genesys Cloud Amazon EventBridge integration; reuse the existing source rather than creating a new one. Event source suffix uniqueness error

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4. Configure Operata

In the Operata console, go to Group Settings > Genesys Softphone Configuration > Org Id. Enter the Organization ID you copied in step 1, leave the remaining fields as they are, and click Save. Entering the Genesys Org ID in Operata Operata completes the AWS-side configuration (Amazon EventBridge rules, Secrets Manager entry for the OAuth credentials) for you. Open a support ticket with Operata Support including:
  • Organization ID from step 1.
  • OAuth Client ID and Client Secret from step 2.
  • Genesys Cloud AWS region (so Operata picks the correct API URL for the Fetcher Service).
Operata confirms once the integration is active.

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Verify

Place a test interaction through your Genesys Cloud organization and end the Conversation cleanly. In the Operata console, open Contacts and filter to the last 10 minutes. The Conversation appears within five minutes of conversation end, with the conversationId matching the Genesys Cloud value.