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

# Genesys

> Prepare contact-center context and handoff requirements without assuming a live media or transfer integration.

Plan a Genesys Cloud workflow that identifies an approved queue and prepares a concise handoff summary. Treat routing context, call control, and media transport as separate requirements.

<Note>
  Threetone has no native Genesys connector or verified live Genesys transfer workflow. Agent runtime remains gated. A saved credential does not establish a contact-center bridge.
</Note>

## Prepare a handoff design

Have your Genesys administrator identify the organization, region, permitted queues, and a test environment.

<Steps>
  <Step title="Choose the authentication context" id="genesys-auth-context">
    Genesys [OAuth client guidance](https://help.genesys.cloud/articles/create-an-oauth-client/) distinguishes client credentials from user authorization. Client credentials cannot call user-specific APIs. Review the exact operation before choosing a grant; give a service client only the required roles and divisions.
  </Step>

  <Step title="Limit the handoff payload" id="genesys-handoff-data">
    Define the queue identifier, routing reason, and permitted summary fields. Include only information the receiving team needs. Specify who may select or change the destination. Do not let free-form agent output choose an unrestricted queue or organization.
  </Step>

  <Step title="Define acceptance and fallback" id="genesys-handoff-result">
    A future action should confirm the destination before requesting a handoff and distinguish accepted routing from an answered call. Define the response to an unavailable queue, rejected permission, timeout, or disconnected caller. Preserve the request identifier for reconciliation.
  </Step>
</Steps>

Supported [manual auth connections](/agents-platform/configure/authentication/auth-connections) can store compatible configuration. [Tool authoring](/agents-platform/configure/tools/overview) records the proposed action. Interactive user authorization and live telephony require their own released implementation.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Will a client-credentials connection act as a Genesys user?" id="faq-genesys-user-context">No. Its authorization context differs from a user's. Confirm that every selected endpoint permits the chosen grant and assigned roles.</Accordion>
  <Accordion title="Can I test a live transfer after saving the tool?" id="faq-genesys-live-transfer">No released Threetone transfer path is verified. Review [current availability](/agents-platform/overview#current-availability) before scheduling an end-to-end test.</Accordion>
</AccordionGroup>


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