---
title: "Genesys Cloud"
slug: "genesys-cloud"
updated: 2026-02-09T14:06:00Z
published: 2026-02-09T14:06:00Z
---

> ## 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

> **Where to go:**Admin center > Settings > Data capture > Telephony systems

## **Before you begin**

- Generate the credentials as described [in this Genesys Cloud Developer Center article](https://developer.mypurecloud.com/api/rest/authorization/use-client-credentials.html), with the following access:

| 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 |

## **Set up**

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