Integration between Zendesk Sell CRM & Genesys Cloud is developed by appxconnect and supports Genesys Cloud's platform APIs.

To begin configuring your integration between Zendesk Sell and Genesys Cloud, you would require the following:

• Zendesk Sell instance with administrator privileges.
• Configured setup of your Genesys Cloud account with administrator privileges.
  

Network Prerequisites

The following are the network prerequisites

• Whitelist appxconnect's Public IP (177.104.46.240, Port:443) at your firewall for unrestricted access to appxconnect for your user's browser (Same as that for Zendesk Sell)
• Supported Browser : Google Chrome
  

Application Setting prerequsites

The following parameters of your Genesys Cloud Org are required to complete the integration flow:

• Queue ID & Campaign IDGenesys Cloud List of IDs of Queues and Campaigns ( Queue ID, Campaign ID) in Genesys Cloud Org for which you need to configure the integration for. Ex: Queue ID - 8cc2fa36-338b-445b-9f19-ca4224d444fb , Campaign ID - 7C49C841-13B5-4937-91DA-2E90AAC4A376

CTI Configuration Prerequisites

The following parameters of your Genesys Cloud Org are required to complete the integration flow:

• Genesys Cloud Call Search Parameter Call Search Parameter is the unique ID associated with a call conversation in Genesys Cloud that could be used to identify the customer record in Zendesk Sell. For Queues, the Call Search Parameter is Phone , for Campaigns, the Call Search Parameter is Header Name of the lead list associated with the Phone Number Column.
• Genesys Cloud Chat Search Parameter Chat Search Parameter is the unique ID associated to a chat conversation in Genesys Cloud that could be used to identify the customer record in Zendesk Sell.This could be any of the fields used to identify the customer before the conversation is initiated like : Email ID, Order No that are received through the widget before initiating the Chat.
    Ex: context.email is the parameter that stores the Email ID as the unique identifier in Genesys Cloud.

The following Section provides a detailed step by step guide to setup your integration for Genesys Cloud & Zendesk Sell.

Activation

Login as administrator in your Genesys Cloud account and under the integrations section search for appxconnect for Zendesk Sell and click Install.

Once your request is approved, you will recieve an Email from appxconnect with the login details for appxconnect account and the ID. The integration will also be available under appstab in Genesys Cloud admin login.

Choose the App(from Appstab) and proceed with the setup wizard.

Configuring Integration flow

For every Campiagn and Workgroup, you can set a seperate integration flow with seperate set of rules such as - Specific CTI Pop, Specific set of Entities for search in Zendesk Sell, Specific rules for Activity creation and Custom User fields for auto updation. 

Click Add to create a integration flow.

Select the group type to choose Queue / Campaign and enter the respective ID to start building the integration flow. 

Follow the setup guide and fill in the details to complete your integration.