Genesys Cloud Guest Chat¶

Description¶

Warning

Due to Genesys ACD Web Chat v2 deprecation, Cognigy will deprecate the Genesys Cloud Guest Chat handover on June 11, 2025. If you're a new user looking to connect to Genesys, create a new Genesys Cloud Open Messaging handover. For existing users, we strongly advise migrating to the Genesys Cloud Open Messaging handover before the deprecation date.

The Genesys Cloud Guest Chat handover connector bridges Cognigy.AI and Genesys, enabling end users to connect with human agents working in a contact center that uses Genesys Cloud Guest Chat.

The Genesys Cloud Guest Chat handover connector 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.

Prerequisites¶

Access to Genesys Cloud.
Created Endpoint compatible with Genesys Cloud Guest Chat.

Configuration on the Cognigy.AI Side¶

1. Create a Handover Connector (Beta)

Note

This feature is in Beta. We encourage you to try it out and provide us with feedback.

Go to Deploy > Handover Providers.
Click + New Hanvover Provider and select Genesys Guest Chat from the list.
To fill in the required fields and complete your setup, read the Genesys Cloud Handover Integration article in the Cognigy Help Center.

2. Configure Handover Settings

In Handover to Agent Node, configure the following settings:

Language — specify a language for the conversation. For example, english, spanish, german.
Skills — define skills for the conversation. For example, escalation.
Priority — 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 — add custom attributes in the Key: Value format, which allows you to include additional information. For example:
```
{
    "section": "section A",
    "region": "Europe"
}
```

Additional Configuration¶

Filter Transcript Messages

By default, Cognigy.AI sends the full conversation transcript as a single message once the handover to Genesys occurs. Additionally, you can filter out empty or unsupported messages to keep the transcript relevant and concise:

Filter unsupported messages — if the system detects a message in an unsupported format, such as UNSUPPORTED_STRUCTURE_DATA, the system will exclude the message from the conversation transcript. To activate this feature, use the FEATURE_FILTER_UNSUPPORTED_MESSAGES_HANDOVER_PROVIDER: "true" feature flag.
Filter empty messages — if a user sends a blank message with no text or content, the system will exclude the message from the conversation transcript. To activate this feature, use the FEATURE_FILTER_EMPTY_MESSAGES_HANDOVER_PROVIDER: "true" feature flag.

Agent Copilot Workspace¶

Within Genesys integration, you can use the Agent Copilot workspace as an assistant for your human agents.

By default, two versions of the application are provided:

Standalone

Agent Copilot will be available as a standalone application via the following link: https://${AICopilotBaseUrl}/?userId=${userId}&sessionId=${sessionId}&URLToken=${URLToken}

Where:

AICopilotBaseUrl — the base URL of Agent Copilot. It represents the main web address where the Agent Copilot service is hosted.
sessionId — the Cognigy session ID. A session is a period of interaction or communication between the human agent and the Agent Copilot workspace.
userId — the Cognigy user ID. It helps Agent Copilot associate the interaction with a specific user, allowing for tracking user-specific information.
URLToken — the Endpoint token on the Cognigy side. To find this token, navigate to the Endpoint linked with Agent 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 Agent 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 Agent 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:

1. Create a Script

To create a script, follow these steps:

In Cognigy.AI, go to Endpoint Settings > Copilot.
Copy the Agent Copilot Embedding URL by clicking on it.
In Genesys Cloud, open the Admin tab.
Under Contact Center, click Scripts, then Create. Type a name for the script.
Select the Blank Script template and click + Create.
On the script page, go to the Add Components tab.
Under the Components section, select Web Page. In the Web Page Source field, enter the Agent Copilot Embedding URL that you copied before.
In the Layout section, change the size of width and height by clicking the Stretch button.
In the upper-right corner, go to the Variables tab.
On the Variables tab, go to the Basic Types section and click String.
Create a new variable:
1. In the Name field, enter userId.
2. In the Description field, enter Cognigy variable.
3. Enable the Input toggle and click Apply.
In the upper-left corner of the script page, click Script > Properties.
In the Script Properties section, activate the Inbound and Message features.
In the upper-left corner of the script page, click Script > Save, then Publish.

2. Add the Script to the Inbound Message Flow

To add the Script to the Inbound Message Flow, follow these steps:

In the Genesys Cloud interface, go to Admin > Architect.
Click or hover over the Flows menu and select Inbound Message.
From the flow list, select a flow that you created before.
To configure a flow, click Edit.
In the flow editor, ensure that both the Get Participant Data action is added. If you haven't done so already, refer to steps 12-14 in the Create an Inbound Message Flow section.
Below the Get Participant Data action, place Set Screen Pop action. The Set Screen Pop action must be positioned above the Transfer to ACD action.
From the Message Script list of the Set Screen Pop action, select the script created before.
In the Inputs action, add userId in the userId field.
In the upper-left corner, click Save, then Publish.

More Information¶

Genesys Cloud Open Messaging