Genesys Cloud

Before writing any code, find your Genesys Cloud region. The easiest way is to look at the URL when you are logged into the Genesys Cloud admin console. The URL format is `https://apps.{region}.pure.cloud` — for example, if your URL is `https://apps.mypurecloud.ie`, your region is `mypurecloud.ie`. Common regions include: `mypurecloud.com` (US East), `usw2.pure.cloud` (US West), `mypurecloud.de` (EU Frankfurt), `mypurecloud.ie` (EU Ireland), `mypurecloud.com.au` (APAC Sydney), `apne1.pure.cloud` (APAC Tokyo). If you are unsure, ask your Genesys account administrator — do not guess, because a wrong region causes 401/404 responses that look exactly like authentication failures. Once you have your region string, note down two URLs: the API base URL `https://api.{region}.pure.cloud` (e.g., `https://api.mypurecloud.ie`) and the login (token) URL `https://login.{region}.pure.cloud/oauth/token` (e.g., `https://login.mypurecloud.ie/oauth/token`). These are two different hosts — the login host is only for getting tokens, the API host is for all Platform API endpoints. Confusing them is the most common error in Genesys integrations.

In the Genesys Cloud admin console, navigate to Admin → Integrations → OAuth. Click 'Add Client'. Give the client a name (e.g., 'FlutterFlow Integration'). Under Grant Types, select 'Client Credentials' — this grant type is for server-to-server authentication where no user login is required. Assign the appropriate roles and scopes for what your app needs to access. For a supervisor dashboard reading queue metrics, you'll need Analytics read scopes (e.g., `analytics:readonly`) and Routing read scopes (`routing:readonly`). For updating agent presence, you'll need `presence:*`. For conversation data, `conversation:readonly`. Click Save. Genesys Cloud generates a Client ID (like a username) and a Client Secret (like a password). Copy both — the Client Secret is shown only once. Store them securely in a password manager. These credentials go into your Firebase Cloud Function as environment variables, NEVER into FlutterFlow. The Client Credentials grant authenticates as the integration itself (not as a specific user), so it is suitable for background operations and supervisor-level reads, but not for actions that must be attributed to a specific agent.

Now deploy the Cloud Function that holds your Genesys credentials and acts as a secure proxy. In your Firebase project (Blaze plan required for outbound HTTP), open Functions. Create an HTTPS function in `index.js`. The function has two responsibilities: first, mint a Client Credentials Bearer token from the Genesys login endpoint; second, forward Platform API requests to the appropriate Genesys API host using that token. Set five environment variables in the Firebase Console: `GENESYS_CLIENT_ID`, `GENESYS_CLIENT_SECRET`, `GENESYS_API_HOST` (e.g., `api.mypurecloud.ie`), and `GENESYS_LOGIN_URL` (e.g., `https://login.mypurecloud.ie/oauth/token`). The token-minting step is a POST to the login URL with `grant_type=client_credentials` in the body and a Basic auth header encoding `clientId:clientSecret` in base64. The response includes an `access_token` (a Bearer token) and `expires_in` (seconds — typically 86400). Cache this token in the function's memory and refresh it when it expires or when a 401 is received from an API call. The proxy step takes the `path` and `method` from the FlutterFlow request body, appends it to the API host, and calls it with the Bearer token. Return the Genesys API response to FlutterFlow. Add CORS headers for web builds. Deploy with `firebase deploy --only functions`.

1// functions/index.js (Firebase Cloud Function — Node.js 18)
2const functions = require('firebase-functions');
3const fetch = require('node-fetch');
4
5let cachedToken = null;
6let tokenExpiry = 0;
7
8async function getAccessToken() {
9  if (cachedToken && Date.now() < tokenExpiry) return cachedToken;
10
11  const clientId = process.env.GENESYS_CLIENT_ID;
12  const clientSecret = process.env.GENESYS_CLIENT_SECRET;
13  const loginUrl = process.env.GENESYS_LOGIN_URL;
14
15  const authHeader = 'Basic ' + Buffer.from(`${clientId}:${clientSecret}`).toString('base64');
16
17  const response = await fetch(loginUrl, {
18    method: 'POST',
19    headers: {
20      'Authorization': authHeader,
21      'Content-Type': 'application/x-www-form-urlencoded'
22    },
23    body: 'grant_type=client_credentials'
24  });
25
26  if (!response.ok) throw new Error(`Token request failed: ${response.status}`);
27  const data = await response.json();
28
29  cachedToken = data.access_token;
30  tokenExpiry = Date.now() + (data.expires_in - 60) * 1000; // refresh 60s early
31  return cachedToken;
32}
33
34exports.genesysProxy = functions.https.onRequest(async (req, res) => {
35  res.set('Access-Control-Allow-Origin', '*');
36  res.set('Access-Control-Allow-Headers', 'Content-Type');
37  if (req.method === 'OPTIONS') { res.status(204).send(''); return; }
38
39  const { path, method } = req.body;
40  if (!path) { res.status(400).json({ error: 'Missing path' }); return; }
41
42  const apiHost = process.env.GENESYS_API_HOST; // e.g., 'api.mypurecloud.ie'
43  const apiUrl = `https://${apiHost}${path}`;
44
45  const token = await getAccessToken();
46
47  const response = await fetch(apiUrl, {
48    method: method || 'GET',
49    headers: {
50      'Authorization': `Bearer ${token}`,
51      'Content-Type': 'application/json'
52    },
53    body: method !== 'GET' ? JSON.stringify(req.body.body) : undefined
54  });
55
56  const data = await response.json();
57  res.status(200).json(data);
58});

Open your FlutterFlow project. In the left navigation, click API Calls. Click + Add → Create API Group. Name it 'Genesys Proxy'. In the Base URL field, paste your Firebase Cloud Function's HTTPS URL base — for example `https://us-central1-your-project.cloudfunctions.net`. No authentication headers at the API Group level — all auth is handled inside the Cloud Function. Click Save. Inside the Genesys Proxy group, click + Add → Create API Call. Name it 'Get Queues' (or whatever Platform API endpoint you need first). Set Method to POST and Endpoint to `/genesysProxy`. Go to the Body tab and set Body Type to JSON. Add body fields: `path` set to a Variable, `method` set to a Variable. In the Variables tab, create `path` (String, default `/api/v2/routing/queues`) and `method` (String, default `GET`). Go to Response & Test. In Test Values, set `path` to `/api/v2/routing/queues` and `method` to `GET`. Click Test API Call. If successful, you'll see the Genesys routing queues JSON. Click Generate JSON Paths to create parseable paths from the response. Common paths: `$.entities[*].id`, `$.entities[*].name`, `$.entities[*].memberCount`. If you see a 401, double-check that the region in `GENESYS_LOGIN_URL` and `GENESYS_API_HOST` both match your Genesys organization's actual region — a region mismatch is the most likely cause.

1// API Call configuration reference
2{
3  "method": "POST",
4  "base_url": "https://us-central1-your-project.cloudfunctions.net",
5  "endpoint": "/genesysProxy",
6  "body_type": "JSON",
7  "body": {
8    "path": "{{ path }}",
9    "method": "{{ method }}"
10  },
11  "variables": [
12    { "name": "path", "type": "String", "default": "/api/v2/routing/queues" },
13    { "name": "method", "type": "String", "default": "GET" }
14  ]
15}

If your use case is customer-facing live chat rather than supervisor APIs, the Genesys Web Messenger is a far simpler path that requires no Cloud Function or OAuth credentials. In the Genesys Cloud admin console, navigate to Message → Messenger Configurations and create a new Web Messenger deployment. Copy the deployment snippet — it includes a public deployment ID (not a secret). In FlutterFlow, click Custom Code → + Add → Widget. Name it 'GenesysWebMessengerWidget'. Add the `webview_flutter` dependency. Write a StatefulWidget that creates a WebViewController loading an HTML page containing the Genesys Messenger snippet. Set `JavaScriptMode.unrestricted` on the WebView controller — without this, the Messenger script never initializes. Add a `deploymentId` parameter so you can configure it from the FlutterFlow canvas. Place this widget on your 'Support' or 'Help' screen at the desired size. Custom Widgets do not render in the FlutterFlow canvas — you must run a web or device build to see the chat widget appear. For web builds, use the FlutterFlow Run → Chrome option. For mobile, test on a real device. Note: if you also need Platform API access, combine this step with Steps 1-4, using the Web Messenger for the visitor-facing UI and the Cloud Function for supervisor/admin API calls. If you'd rather skip the custom code for this integration, RapidDev's team builds FlutterFlow integrations like this every week — free scoping call at rapidevelopers.com/contact.

1// custom_widget.dart — GenesysWebMessengerWidget
2import 'package:flutter/material.dart';
3import 'package:webview_flutter/webview_flutter.dart';
4
5class GenesysWebMessengerWidget extends StatefulWidget {
6  const GenesysWebMessengerWidget({
7    super.key,
8    required this.width,
9    required this.height,
10    this.deploymentId = 'YOUR_DEPLOYMENT_ID',
11  });
12
13  final double width;
14  final double height;
15  final String deploymentId;
16
17  @override
18  State<GenesysWebMessengerWidget> createState() => _GenesysWebMessengerWidgetState();
19}
20
21class _GenesysWebMessengerWidgetState extends State<GenesysWebMessengerWidget> {
22  late final WebViewController _controller;
23
24  @override
25  void initState() {
26    super.initState();
27    _controller = WebViewController()
28      ..setJavaScriptMode(JavaScriptMode.unrestricted) // REQUIRED
29      ..loadHtmlString(_buildHtml(widget.deploymentId));
30  }
31
32  String _buildHtml(String deploymentId) {
33    return '''
34<!DOCTYPE html>
35<html>
36<head>
37  <meta name="viewport" content="width=device-width, initial-scale=1.0">
38  <script src="https://apps.mypurecloud.com/genesys-bootstrap/genesys.min.js" defer>
39    // Replace mypurecloud.com with your region
40  </script>
41  <script>
42    window._genesys = {
43      widgets: {
44        main: { downloadGoogleFont: false },
45        webchat: { transport: {
46          type: 'purecloud-v2-sockets',
47          deploymentKey: "$deploymentId"
48        }}
49      }
50    };
51  </script>
52</head>
53<body style="margin:0;padding:0;"></body>
54</html>
55''';
56  }
57
58  @override
59  Widget build(BuildContext context) {
60    return SizedBox(
61      width: widget.width,
62      height: widget.height,
63      child: WebViewWidget(controller: _controller),
64    );
65  }
66}