Genesys Engage cloud APIs

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The Genesys Engage cloud APIs are a collection and web APIs and JavaScript APIs you can use to build your own custom applications that integrate with Genesys.

Web APIs

The Genesys Engage cloud API suite includes the following web APIs:

• Authentication API — Provides OAuth2 authentication and authorization.
• Consumer Messaging API JM: Link to come— Create a session, send and fetch messages, and manage participants.
• Data Download Service API — Securely export your contact center data.
• Engagement API — Manage callbacks, query availability, estimated wait times, and create call-in requests.
• Genesys Task Routing API JM: Link to come— Submit workitems to Genesys from third-party applications.
• Provisioning API — Configure your Genesys environment, create users, and retrieve configuration data.
• Statistics API — Subscribe to statistics and get notifications when they change.
• Workspace API — Manage agent state, access to voice and chat channels, and supervisor monitoring.

All documentation for the web APIs is hosted on the Genesys Engage cloud Developer Center. This is where you can find the reference information, articles, and tutorials you need to start working with the APIs.

JavaScript APIs

The Genesys Engage cloud API suite includes the following JavaScript APIs:

• Service Client API — Use this API to extend the UI integration when Agent Desktop is configured to embed other web client business applications. This JavaScript API is based on window.postMessage and provides methods your application can use to communicate cross domain with Agent Desktop while maintaining secured isolation. For example, you can use the API to get and set an agent's state from your application. See Service Client API in this guide for reference information and how to get started with the API.
• WWE Toolkit JM: Will update name when confirmed by PMs— Use this development toolset to build your own web-based custom agent desktop or an application that integrates third-party software with Genesys. The API gives you access to the components that make up Agent Desktop functionality, including:
  • Agent access to inbound voice, e-mail, chat, and social media interactions
  • Agent global state control
  • Interaction toolbar, case view, and preview toast
  • Team Communicator

  See WWE Toolkit JM: Will update name/create page when confirmed in this guide for reference information and how to get started with the API.