Send Files to CRM: Setup in Mediabriz

1. Prepare the connection details

First follow Technical Integration Requirements, then Send Files to CRM: Receiving-System Integration to prepare the receiving system.

Before entering the settings below, have these details ready:

• Webhook URL and signing secret.
• Authentication method and response timeout.
• The information needed to identify the customer or case.

If you use a field such as case_number, your receiving system must recognize it. Adding a field in Mediabriz does not create CRM mapping automatically.

2. Open Mediabriz and add the action

Your Genesys Cloud account needs integration:cloudBriz:view and integrations:integration:view.

1. Open Apps → Mediabriz → Conversation Actions.
2. Select Add action, then choose Send Files to CRM under Action type. The type cannot be changed after saving.
3. Enter a Display label in your agents’ language, such as Save to CRM. This is the action button’s name.

3. Add record details if needed

If the receiving system needs extra information, such as a case number, follow Configure Custom Fields. Use the field keys expected by your integration. Then continue below.

4. Enter the connection settings and save disabled

1. Under Divisions, choose who can use the action. Leaving all unchecked includes every division.
2. Select Create as disabled to save it hidden from agents while testing. For an existing action, select Save changes.

5. Test the complete connection

Start after the receiving system is ready and the connection settings are saved.

→ First: check the sample

Keep the action disabled for this test.

1. Open Sample webhook payload. Review the sample data and custom-field values below. Copy or download the JSON if needed.

Sample data: marked mediabriz-test, with a fictional agent, customer and queue, an all-zeros conversation ID and a placeholder file, sample-invoice.pdf. Its link downloads nothing.

The sample customer reference is TEST-CUSTOMER-001; real file deliveries have a null customer reference. Do not use the sample reference for customer matching.

If custom fields are configured: the sample does not read a real conversation.

2. Select Test webhook. It uses the same address checks, signature, authentication and timeout as a real delivery.
3. Check the displayed status code and response (success, referenceId and message). Confirm in the receiving logs that the signature was verified and the sample processed correctly.

→ Then: send a real file

1. Choose the divisions for testing and enable the saved action with its top switch.
2. Use the agent file-sending instructions to send an actual conversation file.
3. Confirm the file downloads and is saved against the correct customer or case. Check the returned reference and custom-field values, including any read from Genesys.

When this succeeds, continue to step 6.

If a test fails: check the displayed error and receiving logs. Mediabriz does not retry automatically.

6. Make the action available

After the real-file test succeeds, confirm the intended divisions and leave the action enabled. The switch takes effect immediately. Agents with Genesys Cloud already open should reload it.

• Action missing: check that it is saved, enabled and available to the agent’s division.
• Send failed: inspect the receiving logs and Recent webhook deliveries (integration check).
• File security: with Mediabriz Guard, only clean files can be sent. Without Guard, files are sent without a security scan.
  
  

* For secure downloads, expiry, storage and duplicate handling, follow Receiving-System Integration. 
* To pause, sort or remove actions and check recent deliveries, see Manage Configured Actions.