Genesys - Cognigy Documentation

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The Genesys Endpoint enables you to connect your AI Agent to the Genesys Cloud CX platform using a Genesys Bot Connector.

Prerequisites

• Access to Genesys Cloud.
• Activate the Genesys Endpoint on the Cognigy.AI side:
  • If you have a SaaS installation, contact Cognigy technical support.
  • If you have an on-premises installation, specify the following feature flags:
    • FEATURE_USE_GENESYS_BOT_CONNECTOR_ENDPOINT_WHITELIST="organization1,organization2". To enable the Genesys Endpoint for all organizations in your installation, use * instead of a list of organizations.
    • FEATURE_ENABLE_AGENT_ASSIST_WORKSPACE_GENESYS_CREDENTIALS_WHITELIST="organization1,organization2". Add this feature flag to use Genesys Notifications APIs with Agent Copilot. To enable this feature for all organizations within the Genesys Endpoint in your installation, use * instead of a list of organizations.

Generic Endpoint Settings

Learn about the generic Endpoint settings available for this Endpoint on the following pages:

• Endpoints Overview
• Data Protection & Analytics
• Real-Time Translation Settings
• Transformer Functions
• Copilot

Specific Endpoint Settings

Genesys Bot Connector Setup

How to Set Up

Setup on the Cognigy.AI Side

1. Configure Genesys Endpoint

2. In the left-side menu of the Project, go to Deploy > Endpoints.

   2. On the Endpoints page, click + New Endpoint.
   3. In the New Endpoint section, do the following:

3. Select the Genesys Endpoint type.

   2. Add a unique name.
   3. Select a relevant Flow from the list.
   4. In the Configuration Information section, copy the Endpoint URL and save it for later use in Genesys.
   5. Activate the Enable Endpoint setting.
   6. In the Genesys Bot Connector Setup section, in the Verify Token field, create a verification token for connecting the Cognigy Genesys Endpoint to the Genesys Bot Connector. The token can consist of letters, numbers, and punctuation marks. Copy this token for later use in Genesys. Save changes.

Setup on the Genesys Cloud CX Side

1. Create Genesys Bot Connector Integration

2. Open the Genesys Cloud interface, click Menu in the upper-left corner and go to IT and Integrations > Integrations.

   2. Click Add Integration in the upper-right corner.
   3. On the Genesys Bot Connector card, click Install. Assign a unique name to your integration.
   4. On the Configuration tab, navigate to the Properties section.
   5. In the Bot Connector Handle Utterance URI field, enter the Endpoint URL value you saved earlier from the Cognigy.AI setup.
   6. In the Credentials section, click Configure in the Genesys Bot Connector connection secret card.
   7. Click + Add Credential Field and enter the following credentials:

• newKey Key — use verify-token as the name. - newKey — enter the token created earlier in the Verify Token field on the Cognigy.AI side.
  8. Click Confirm, then Save.
  9. On the Details tab, click Copy Integration ID and save this ID for later use.

Your integration will be listed among integrations.

2. Add Bot for Bot Connector Integration

3. Open the API Explorer interface in the Genesys Developer Tools. Make sure you are logged in by using the Account Selection list in the upper-right corner.

   2. In the API Operation Filter, enter botconnector, then select PUT in the HTTP Verb Filter.
   3. Click the PUT /api/v2/integrations/botconnector/{integrationId} operation, then click the Reading Mode toggle to deactivate it.
   4. Fill in the integrationId field under Path Parameters with the integration ID that you copied and saved earlier.
   5. In the Request Body editor under Query Parameters, enter the following JSON:

{
      "chatBots": [
         {
            "id": "<your UUID>",
            "name": "Cognigy.AI Bot",
            "versions": [
               {
                  "version": "1",
                  "supportedLanguages": ["en-us"],
                  "intents": [
                     {
                        "name": "Success",
                        "slots": {
                           "processedTimestamp": {
                              "name": "processedTimestamp",
                              "type": "integer"
                           }
                        }
                     }
                  ]
               }
            ]
         }
      ]
}

The id field must contain a UUID, which you can create using an online UUID generator.

6. Click Execute Request.

7. Build Inbound Message Flow

To create a digital bot flow in Architect, configure the inbound message flow:

1. Open the Genesys Cloud interface, click Menu in the upper-left corner and go to Orchestration > Architect.

2. Hover over the icon on the Flows tab and select Inbound Message.

3. Click + Add in the upper-left corner. The Create ‘Inbound Message Flow’ dialog box opens. In the Name field, enter a unique name for the inbound message flow.

4. From the Division list, select the division in which to place the flow.

5. Click Create Flow. The flow’s configuration page opens. To configure a flow, click Edit.

6. Go to the Toolbox section, enter Call Bot Connector in the search field and drag the action to the messaging flow editor.

7. In the right-side Call Bot Connector panel, fill in the following fields: - Bot Integration — select the integration you created earlier.

   • Bot Name — select the bot you created earlier.
   • Bot Version — select the bot version you created earlier.

8. In the Toolbox section, enter Send Response in the search field. Then, drag the action to the messaging flow editor and drop it below the Success action. Drag another Send Response action below the Failure action.

9. In the Message Body of the Send Response action below Success, enter success message and select Literal from the list next to the field. In the Send Response action below Failure, enter fail message and select Literal from the list next to the field.

10. Below the Send Response actions, place the Transfer to ACD action to transfer an interaction to a queueing system.

11. In the Queue field of the Transfer to ACD action, select the queue to which you want to transfer the interaction.

12. In the upper-left corner, click Save, then Publish.

After creating your inbound message flow, you will see this flow in the architect list.

4. Configure Messenger

To create a new version of a messenger configuration and a messenger deployment, follow these steps:

1. Set up Messenger

2. Go to Digital and Telephony > Message > Messenger Configurations and click + New Setup.

   2. In the Channel Setup step, configure the following:

• Name — enter a unique configuration name reflecting your bot integration. - Choose a Digital Channel you want to set up — select Messaging. Click Next.

  3. (Optional) In the Appearance step, configure the appearance of the chat widget. Click Next.
  4. In the Behavior step, configure the following:

• (Optional) In the Messaging Configuration section, set the behavior of the chat widget. - In the Language Support section, set how the chat widget handles different languages: - Select your Supported Languages — select UI languages and customize text labels. Browser language determines the user’s language. - Select Default Language — select the default language for cases when the browser language isn’t detected or isn’t in the list. Click Next.

  5. In the Review Step, review your messenger configuration, then click Publish Configuration.

2. Deploy Messenger

3. In the left-side menu, click Messenger Deployments and click + New Deployment.

   2. In the Name field, enter a unique deployment name that corresponds to your messenger configuration.
   3. Click the Select your Configuration button, select the message configuration you created, the configuration version, and click Change Assignment.
   4. In the Restrict domain access section, select Allow all domains or specify trusted domains where the Messenger can run.
   5. From the Select your Architect Flow list, select a published inbound message flow to trigger the bot behavior or connect users with agents.
   6. Click Publish Deployment. The Deployment Options section is displayed.
   7. In the Deploy your snippet section, click Copy to Clipboard to copy the embedding code snippet. You will use this snippet to embed the Messenger in your website. After deploying the snippet, any future changes to the configuration and deployment will be applied automatically.
   8. To test the AI Agent, visit CodeSandbox and select a default HTML project. Paste the copied code snippet into the <body> element of the HTML document.

To check the AI Agent’s performance, access the installation that your server administrator has deployed.

(Optional) Activate Agent Copilot

If you want to use Agent Copilot and Notifications APIs within the Genesys integration, create credentials on the Genesys Cloud CX side and configure the Copilot settings in the Endpoint.

1. Create Credentials

To configure credentials, follow these steps:

1. Set up Client

2. In the left-side menu, select IT and Integrations > OAuth, then click + Add Client.

   2. On the Add New Client page, configure the following:

• App Name — enter a unique name for the client. - Grant Types — select Client Credentials. Click Next. 3. In the Roles list, activate the corresponding role for the client. Click Next. 4. In the Token Duration in seconds field, enter the token expiration time. Click Next. 5. Click Generate New Client Secret, then Confirm. 6. Copy the Client ID and Client Secret, save them for future use, and click Finish. Confirm that you copied the Client ID and Client Secret in the dialog box.

2. Authorize Client

3. In the left-side menu, select Authorized Applications.

   2. In the upper-right corner, click + Authorize a Client.
   3. In the Authorize Client window, enter the Client ID that you copied previously and click Authorize Client.
   4. (Optional) In the Users that can use this application section, select which user roles can access the application.
   5. In the Scope section, select the scopes of the application. Click Authorize.

4. Configure Settings for Agent Copilot

To configure the Agent Copilot workspace settings, follow these steps:

1. In the Genesys Endpoint settings, navigate to the Copilot section.
2. Configure Agent Copilot by creating an Agent Copilot config and adding a Flow. For more information, refer to the Agent Copilot documentation.
3. Set up Genesys Cloud Credentials:
   • Connection Name — create a unique name for your connection.
   • oAuth2Url — enter the login URL for Genesys Cloud customers, which varies by region, such as mypurecloud.de for Germany. You can use the base domain like mypurecloud.com or cac1.pure.cloud, omitting the apps. or login. part. For more information on Genesys Cloud regions, refer to AWS regions for deployment.
   • oAuth2ClientId — enter the Client ID that you generated on the Genesys Cloud CX side.
   • oAuth2ClientSecret — enter the Client Secret that you generated on the Genesys Cloud CX side.
   • oAuth2Scope — enter *. This system field is only necessary for authorizing the application.
4. Click Create, then Save.

What’s Next?

Now you can configure Say, Question, and Optional Question Nodes by selecting the Genesys channel in the Node Editor settings. It’s important to create messages that are compatible with the Genesys Endpoint, as the Genesys channel supports a limited set of output types.