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Genesys Cloud Guest Chat

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Description

Warning

The Genesys Cloud Guest Chat handover is at risk of deprecation in the near future. If you are a new user looking to connect to Genesys, create a new Genesys Cloud Open Messaging handover. For existing users, we strongly advise trying out the new handover and transitioning to it.

Cognigy includes Genesys Cloud as an additional handover provider, allowing Cognigy users to connect with human agents from Genesys Cloud.

The Genesys Cloud Guest Chat handover is based on Genesys Guest Chat APIs. These APIs contain functionality to create a new chat conversation, retrieve previous chat history, send messages, set the typing indicator, and leave the chat. Receiving messages, membership changes, and other real-time events are available via a WebSocket connection.

Setup

Prerequisites

Configure Handover Settings

In Handover to Agent Node, configure the following settings:

  • Language โ€” specify a language for the conversation. For example, english, spanish, german.
  • Skills โ€” define skills for the conversation. For example, escalation.
  • Priority โ€” set the priority for the conversation. For example, 1. If a priority is set, it triggers a flow in Genesys to prioritize or de-prioritize the conversation within the queue. Note that this functionality requires the appropriate flow to be set up in Genesys.
  • Custom Attributes โ€” add custom attributes in the Key: Value format, which allows you to include additional information. For example:
    {
        "section": "section A",
        "region": "Europe"
    }
    

Create an Endpoint

To start using Genesys Cloud as a handover provider with Cognigy.AI:

  1. Go to Deploy > Endpoints.
  2. Open the Endpoint where you want to enable Handover to Genesys Cloud.
  3. Scroll down to Handover Settings and select Genesys Cloud Guest Chat from the list.
  4. To fill in the required fields and complete your setup, read the Genesys Cloud Handover Integration article in Cognigy Help Center.

AI Copilot Workspace

Within Genesys integration, you can use AI Copilot Workspace as an assistant for your human agents.

By default, two versions of the application are provided:

Standalone

AI Copilot will be available as a standalone application via the following link:

https://${AICopilotBaseUrl}/?userId=${userId}&sessionId=${sessionId}&URLToken=${URLToken}

Where:

  • AICopilotBaseUrl โ€” the base URL of AI Copilot. It represents the main web address where the AI Copilot service is hosted.
  • sessionId โ€” the Cognigy Session ID. A session is a period of interaction or communication between the human agent and the AI Copilot Workspace.
  • userId โ€” the Cognigy User ID. It helps AI Copilot associate the interaction with a specific user, allowing for tracking user-specific information.
  • URLToken โ€” the Endpoint token on the Cognigy side. To find this token, navigate to the Endpoint linked with AI Copilot. In the Config URL field, copy the token found after https://endpoint-trial.cognigy.ai. For example, in the URL https://endpoint-trial.cognigy.ai/f38791ae20d4961acf0e97d9f377c4fe3df92894e1eff1c7a774a8ed089a4590, the token would be f38791ae20d4961acf0e97d9f377c4fe3df92894e1eff1c7a774a8ed089a4590. Note that only authorized users can access or interact with the AI Copilot system through this URL.

For example:

https://ai-copilot-trial.cognigy.ai/?sessionId=session-17738489-e767-4d47-b669-cb0dd2e899e0&userId=52476cc5-710c-40db-8108-e99109f45d91&URLToken=a4d5c86c98f27730311591f28d194510e05ffed30ca148e3344970defd418e7d

Embedded

By default, you can use the embedded version of the AI Copilot workspace, but it will overlap part of the screen with the conversation. To place the workspace to the right of the chat with the conversation, follow these steps:

Create a Script

  1. Go to Endpoint Settings > Copilot.
  2. Copy the Copilot Embedding URL by clicking on it.
  3. Go to Genesys Cloud.
  4. Open the Admin tab.
  5. Under Contact Center, click Scripts.
  6. Click Create.
  7. Type a name for the script.
  8. Select the Blank Script template and click + Create.
  9. On the script page, go to the Add Components tab.
  10. Under the Components section, select Web Page. In the Web Page Source field, enter the Copilot Embedding URL that you copied before.
  11. In the Layout section, change the size of Width and Height by clicking the Stretch button.
  12. In the upper-left corner of the script page, click Script > Properties.
  13. In the Script Properties section, activate the Inbound and Message features.
  14. In the upper-left corner of the script page, click Script > Save, then Publish.

Create an Inbound Chat Flow

Create an Inbound Chat flow in Genesys and add your script to it. To do that, follow these steps:

  1. Open the Genesys Cloud interface.
  2. Go to Admin > Architect.
  3. Click or hover over the Flows menu and select Inbound Chat.
  4. Click Add. The Create Flow dialog box opens.
  5. In the Name field, specify a unique name for the inbound chat flow.
  6. Click the Divisions list and select the division in which to place the flow.
  7. Click Create Flow. The flow's configuration page opens.
  8. To configure a flow, click Edit.
  9. Go to Toolbox.
  10. Drag the Send Response action and drop it onto the messaging flow editor.
  11. In the Message Body of the Send Response action, specify Connected.
  12. Below the Send Response action, place the Set Screen Pop action.
  13. From the Message Script list of the Set Screen Pop action, select the script created before.
  14. Below the Set Screen Pop action, place the Transfer to ACD action to transfer an interaction to a queueing system.
  15. In the Queue field of the Transfer to ACD action, select the queue to which you want to transfer the interaction.
  16. In the upper-left corner, click Save, then Publish.

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