---
title: "Genesys Cloud"
slug: "genesys-cloud"
updated: 2026-06-24T10:59:41Z
published: 2026-06-24T10:59:41Z
canonical: "help.gong.io/genesys-cloud"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gong.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Genesys Cloud

> **Who can use this**: Tech admin
> 
> **Available on**: Any Gong plan

## **Before you begin**

In Genesys Cloud, generate a Client ID and Client Secret. Assign the OAuth client to roles that grant access to the divisions where the calls are stored. If the client doesn’t have access to the relevant division, Gong won’t be able to ingest those calls. The client must also include the following permissions and scopes:

| API | Permissions | Scopes |
| --- | --- | --- |
| [https://developer.mypurecloud.com/api/rest/v2/analytics/#post-api-v2-analytics-conversations-details-query](https://developer.mypurecloud.com/api/rest/v2/analytics/#post-api-v2-analytics-conversations-details-query) | analytics:conversationDetail:view | analytics:readonly |
| [https://developer.mypurecloud.com/api/rest/v2/recording/#get-api-v2-conversations--conversationId--recordings](https://developer.mypurecloud.com/api/rest/v2/recording/#get-api-v2-conversations--conversationId--recordings) | recording:recording:view | recordings:readonly |
| [https://developer.mypurecloud.com/api/rest/v2/users/#get-api-v2-users](https://developer.mypurecloud.com/api/rest/v2/users/#get-api-v2-users) |  | users:readonly |
| [https://developer.mypurecloud.com/api/rest/v2/routing/#get-api-v2-routing-wrapupcodes](https://developer.mypurecloud.com/api/rest/v2/routing/#get-api-v2-routing-wrapupcodes) | routing:wrapupCode:view | routing:readonly |

For more details, see [Genesys Cloud Developer Center](https://developer.mypurecloud.com/api/rest/authorization/use-client-credentials.html).

## **Set up**

**To set up the integration:**

1. Import users to Gong and set them to record **before** integrating PureCloud in Gong.
2. From the left sidebar, click **Admin center**.
3. In the **Settings** tab click **Telephony systems** under **Data capture.**
4. Click **+ Add telephony system**.
5. Select **Genesys Cloud**.
6. Enter the **Client ID**.
7. Enter the **Client Secret**.
8. Select the **Region**.
9. Click **Connect**.

## Supported dialer features

This table lists how different features are supported. See [Supported dialer features](/v1/docs/supported-features) for more details of each feature.

| Feature | Description | Supported |
| --- | --- | --- |
| Additional call types | In addition to regular calls, imports: - Short calls (under 30 seconds) - Call attempts - Non-recorded calls | No |
| Call disposition | Imports the call outcome | Yes |
| Purpose | Imports the call purpose | No |
| Call direction | Indicates whether the call is inbound or outbound | Yes |
| Import past calls | When setting up the integration, automatically imports the last 90 days of calls. If you add or change a user, Gong only imports calls made in the previous 30 days. | Yes |
| Voicemail | Imports voicemail message as a recording | Yes |
| User matching | The field in the call used to match the Gong user to the dialer user | Email or fullname |
| Speaker experience | Indicates if the call is recorded using stereo or mono | Stereo |
| Must be connected through a CRM | Some systems must be connected through a CRM in order to make a call | No |

A team member who manages and configures the Gong platform and handles CRM integrations, user provisioning, permissions, and system settings. [Find my Tech admin](/v1/docs/find-your-technical-or-business-admin).

Access to this feature depends on your [assigned seat](/v1/docs/plans-and-seats).