Configuring the Genesys Agent

• WebChat: Real-time text chat with queue-based routing. Agents can handle multiple chats and transfer to other agents or queues without interrupting the customer.
• Web Messaging: Asynchronous/real-time messaging with persistent chat history. Agents can respond across sessions and transfer conversations without losing context.

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Current Limitations (Web Messaging)

• Resuming the same interaction again
• Rich Media Messaging

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Configuration

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Step 1: Add the Genesys Cloud Login URL

1. Log in to your Genesys Cloud account. Note the login URL from the browser address bar (e.g., https://login.mypurecloud.com).
2. Save this URL for later. Alternatively, find your region-specific URL via Genesys Cloud region URLs.

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Step 2: Retrieve the Organization ID

1. Follow Find your Organization ID to retrieve your org ID.
2. Save it for later.

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Step 3: Create a Queue

1. Navigate to Admin > Contact Center > Queues.
2. Click Create Queue. Enter a queue name and select a division.
3. Click Save and open the Queue settings screen.
4. Assign agents or groups as queue members.
5. Configure routing methods and other settings as needed.
6. Click Save. Note the queue name.

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Step 4: Create an Inbound Message Flow

1. Navigate to Admin > Architect.
2. Hover over Flows and select Inbound Message Flow.
3. Click Add, enter a name and optional description, and select a division.
4. Click Create Flow.
5. In the flow editor, add a Transfer to ACD action and select the target queue.
6. Configure any additional logic or error handling.
7. Validate and Publish the flow.

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Step 5: Create a Deployment Key

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For WebChat

1. Navigate to Admin > Contact Center > Widgets.
2. Click Create Widget, select Third Party as the widget type, and save.
3. In the widget settings, select Route to Flow and choose the Inbound Message flow.
4. Copy the generated Deployment Key.

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For Web Messaging

1. Navigate to Admin > Message > Messenger Configurations and click New Configuration.
2. Enter a name and description. Under Labels & Languages Support, select supported languages and set the default.
3. In the Apps tab, set Conversation Disconnect to Display conversation status and disconnect session. Click Save.
4. Navigate to Admin > Message > Messenger Deployments and click Create New Deployment.
5. Enter a name, select your Messenger configuration, and set Supported Content Profile to WebMessaging Legacy Default.
6. Set domain restrictions as needed.
7. For Select your Architect Flow, choose the inbound message flow you created.
8. Click Save to generate the Deployment Key. Copy it.

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Step 6: Add the WebSocket URL (Web Messaging only)

1. Find your region’s WebSocket URL at Genesys WebSocket Region Info.
2. Copy the WebSocket URL (e.g., wss://streaming.mypurecloud.com/v2/websocket).

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Step 7: Enable the Genesys Agent

1. Log in to the Kore.ai XO Platform.
2. Select the AI Agent to configure.
3. Navigate to App Settings > Integrations > Agent Transfer > Chat and click Genesys.
4. On the Configurations tab, enter:

   Field	Description
   Genesys Cloud login URL	Your Genesys AWS region URL (mandatory).
   Organization ID	Your Genesys organization ID.
   Deployment ID	Your Genesys deployment ID.
   Queue Name	The queue name created in Step 3.
   Genesys Web socket URL	WebSocket URL (Web Messaging only).

   
5. To make Genesys the default agent, enable Default Agent System for all bot channels.
   This option is only available when multiple agents are configured.
6. Click Manage to map channels to the Genesys agent. See Adding channels to your app.
7. Click Done.
8. Click Save to enable the Genesys agent.
9. Publish the app. See Publishing App.

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Verify the Integration

1. Open the AI Agent with Genesys enabled.
2. Create an Agent Transfer Node task (e.g., a PlatformAgent task with an AgentTransfer node configured to use Genesys). See Agent Transfer Node.
3. Click Talk to Bot and enter Help.
4. When the transfer dialog is invoked, the conversation routes to Genesys and the agent receives a notification.
5. The connection is established and the conversation continues.

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Additional Capabilities

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Metadata / User Information Transfer

let metaData = {
  "EmployeeID": context.entities.EmployeeID,
  "Department": context.entities.Department
};

agentUtils.setMetaInfo("GenesysMetaData", JSON.stringify(metaData));

1. Add a GetParticipantData action before the Transfer to ACD node in the Architect Message Inbound flow.
2. Create flow variables and map the relevant metadata attributes.
3. Reference those flow variables in the Transfer to ACD node.

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Dynamic Queue Handling

1. Include QueueName in the metadata passed during the agent handoff. Set it dynamically based on your routing logic.
   The queue name in the Entity node accepts underscores only when Auto Correct is turned off. Avoid underscores or disable Auto Correct in the Entity node.
2. In the Genesys Architect Inbound Message Flow, add a Get Participant Data action before the Transfer to ACD node to retrieve QueueName and assign it to a flow variable.
   Ensure the attributeName matches the exact key used in the platform’s metadata.
3. In the Transfer to ACD node, set the Queue Name field to Expression and use the FindQueue() function with the flow variable.