> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cognigy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Genesys Cloud Open Messaging: Handover End Detection with Amazon EventBridge

<a href="/release-notes/2025.22"><Badge className="version-badge" color="blue">Updated in 2025.22</Badge></a>

The Amazon EventBridge integration offers a more reliable and stable solution for event handling compared to WebSocket.
Unlike WebSocket, which can sometimes result in lost events due to connection instability, EventBridge ensures smooth and consistent event delivery, improving the reliability of the handover process between Cognigy.AI and Genesys Cloud Open Messaging.

In this guide, you will configure Amazon EventBridge connection for the following Genesys analytics events:

<Tabs>
  <Tab title="Cognigy.AI 2025.22 and later">
    * [CustomerEndEvent](https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/analytics-detail-events#customerendevent). The event is triggered when the customer session ends, for example, when customers leave the chat. This event allows Cognigy.AI to detect when the customer finishes their interaction in Genesys Cloud Open Messaging. This approach ensures that Cognigy.AI doesn't restart the conversation too early, especially if the human agent is still completing after-call tasks.
    * [UserStartEvent](https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/analytics-detail-events#userstartevent). This event is optional and can be added to display the human agent's image and name in the conversation. This event allows Cognigy.AI to read the human agent's information each time a conversation starts or is transferred, so the human agent's details are always up to date.
  </Tab>

  <Tab title="Cognigy.AI 2025.12-21">
    * [CustomerEndEvent](https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/analytics-detail-events#customerendevent). The event is triggered when the customer session ends, for example, when customers leave the chat. This event allows Cognigy.AI to detect when the customer finishes their interaction in Genesys Cloud Open Messaging. This approach ensures that Cognigy.AI doesn't restart the conversation too early, especially if the human agent is still completing after-call tasks.
  </Tab>

  <Tab title="Cognigy.AI 2025.11 and earlier">
    * [AfterCallWorkEvent](https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/analytics-detail-events#aftercallworkevent). The event is triggered when a human agent finishes after-call work by applying a wrap-up.
    * [UserEndEvent](https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/analytics-detail-events#userendevent). The event is triggered when a user or human agent session ends, indicating that the interaction has been completed. Cognigy.AI uses this event to detect when a session ends, which helps avoid prematurely wrapping up the chat in the middle of a transfer or after receiving an `AfterCallWorkEvent` event.

    The configuration depends on the Cognigy installation you have:

    * [SaaS](#cognigy-saas) – you need access to Genesys and must inform Cognigy technical support about the integration.
    * [On-premises](#cognigy-on-premises) – you need access to both Genesys and [Amazon EventBridge](https://aws.amazon.com/eventbridge/).
  </Tab>
</Tabs>

## Prerequisites

* [Configured Genesys Cloud Open Messaging](/ai/escalate/handover-reference/genesys-cloud-open-messaging).
* You use Cognigy.AI 4.100 and later versions.
* If you want to migrate from [Handover End Detection with HTTP webhooks](/ai/escalate/handover-reference/genesys-cloud-open-messaging-handover-end-detection) to Amazon EventBridge, make sure you remove the [configuration steps](/ai/escalate/handover-reference/genesys-cloud-open-messaging-handover-end-detection#configuration-steps) after migration to Amazon EventBridge.
* For on-premises installations, activate the `FEATURE_USE_GENESYS_OM_HTTP_END_HANDOVER_REQUEST="true"` feature flag.
* Set the timeout to prevent queue transfers from triggering the end of Genesys Cloud Open Messaging handovers with the `GENESYS_OM_HANDOVER_ACW_AFTER_TRANSFER_TIMEOUT_IN_MS` environment variable. The default value is 10 seconds. This timeout is useful when multiple after-call work events are sent through the event bridge and cause handovers to end during queue transfers.
* If you have multiple organizations for one Genesys Cloud Open Messaging account, activate the `SKIP_GENESYS_EVENTBRIDGE_ORGANIZATION_ID_CHECK` feature flag to prevent the validation of the Cognigy.AI organization ID during a handover.

## Cognigy SaaS

<AccordionGroup>
  <Accordion title="1. Contact Cognigy Technical Support">
    1. Contact [Cognigy technical support](/help/get-help).
    2. Provide the `organisationId` for the Cognigy.AI organization where you want to enable the Amazon EventBridge integration. Cognigy technical support will provide you with the AWS Account ID and AWS Account Region Code needed to activate the Amazon EventBridge Source. If you need to create two integrations (one for each organization), provide both `organisationId` values in the same ticket.
  </Accordion>

  <Accordion title="2. Configure Amazon EventBridge in Genesys">
    1. In the Genesys interface, navigate to **Admin > Integrations**, select **Amazon EventBridge Source**, and click **Install**.
    2. On the **Configuration** tab, enter the following information:

       * **AWS Account ID** – enter the 12-digit AWS Account ID provided by Cognigy technical support.
       * **AWS Account Region** – enter the AWS region provided by Cognigy technical support.
       * **Event Source Suffix** – enter the `organisationId` of your Cognigy.AI organization.
       * **Topic Filtering** – add the following filters:

    <Tabs>
      <Tab title="Cognigy.AI 2025.12-21">
        * `v2.detail.events.conversation.{id}.customer.end`
        * *(Optional)* `v2.detail.events.conversation.{id}.user.start`
      </Tab>

      <Tab title="Cognigy.AI 2025.12-21">
        * `v2.detail.events.conversation.{id}.customer.end`
      </Tab>

      <Tab title="Cognigy.AI 2025.11 and earlier">
        * `v2.detail.events.conversation.{id}.user.end`
        * `v2.detail.events.conversation.{id}.acw`
      </Tab>
    </Tabs>

    3. Click **Save**, go to the **Details** tab, and activate the integration.
  </Accordion>

  <Accordion title="3. Confirm the Integration Setup">
    1. Reply to the same support ticket to inform Cognigy technical support that the setup is complete.
    2. Cognigy technical support will verify the integration and contact you to confirm whether it was successful. This process takes up to 5 business days.
  </Accordion>
</AccordionGroup>

## Cognigy On-Premises

<AccordionGroup>
  <Accordion title="1. Configure Amazon EventBridge in Genesys">
    1. In the Genesys interface, navigate to **Admin > Integrations**, select **Amazon EventBridge Source**, and click **Install**.
    2. On the **Configuration** tab, fill in the following fields:
       * **AWS Account ID** – enter the 12-digit [AWS Account ID](https://docs.aws.amazon.com/accounts/latest/reference/manage-acct-identifiers.html) where the event source will be available for the event bus.
       * **AWS Account Region** – enter the [AWS region](https://docs.aws.amazon.com/eventbridge/latest/userguide/eb-saas.html) where the event source will be made available for the event bus. This parameter defines the geographical location of the AWS resources that will handle the event traffic.
       * **Event Source Suffix** – enter the `organisationId` of your Cognigy.AI organization.
       * **Topic Filtering** – add the following filters:

    <Tabs>
      <Tab title="Cognigy.AI 2025.12 and later">
        * `v2.detail.events.conversation.{id}.customer.end`
      </Tab>

      <Tab title="Cognigy.AI 2025.11 and earlier">
        * `v2.detail.events.conversation.{id}.user.end`
        * `v2.detail.events.conversation.{id}.acw`

        3. Click **Save**, go to the **Details** tab, and activate the integration.
      </Tab>
    </Tabs>
  </Accordion>

  <Accordion title="2. Set up an EventBridge Flow">
    1. Go to [Amazon EventBridge](https://console.aws.amazon.com/events).
    2. In the left navigation pane, go to **Integration > API destinations**, then click **Create API destination**.
    3. On the **Create API destination** page, fill in the following fields:
       * **Name** – enter `service-handover-api-destination`.
       * **Endpoint** – enter `https://endpoint-<your-environment>/handover/genesysCloudOM`. For example, `https://endpoint-app.cognigy.ai/handover/genesysCloudOM`, where `your-environment` is `app.cognigy.ai`.
       * **HTTP Method** – select **POST**.
       * **Rate limit** – enter `300`.
    4. In the **Connection configuration** section, select **Create new connection**, then fill in the following fields:
       * **Name** – enter `service-handover-connection`.
       * **Description** – enter a meaningful description. This parameter is optional.
       * **Authorization Type** – select **API Key**.
       * **API Key Name** – enter `Authorization`.
       * **API Key Value** – this value will be stored in your Kubernetes Secret. Use a securely generated random alphanumeric string (23 characters), base64-encoded for enhanced security.
    5. Save changes by clicking **Create**.
  </Accordion>

  <Accordion title="3. Create a Custom Event Bus">
    1. In the left navigation pane of the Amazon EventBridge console, go to **Integration > Partner event sources**.
    2. On the **Partner event sources** page, you will see a partner event source prefixed with `aws.partner/genesys.com/cloud` and suffixed with your Cognigy.AI `organisationId`. If it's missing, the Genesys setup was incorrect. Delete the EventBridge integration in Genesys and create it again.
    3. In the top-right corner, click **Associate with event bus** and confirm the integration.
  </Accordion>

  <Accordion title="4. Create a Rule">
    1. In the left navigation pane of the Amazon EventBridge console, go to **Buses > Event buses**.
    2. Select your custom event bus under **Custom event buses**.
    3. On the **Rules** tab, click **Create rule**.
    4. At the **Define rule detail** step, enter a rule name and its description. Make sure the correct event bus and event pattern are preselected.
    5. At the **Build event pattern** step, in the **Event source** section, select **Other**, then enter the following JSON in the **Event pattern** field:
       ```json theme={null}
       {
       "detail": {
           "eventBody": {
           "mediaType": ["MESSAGE"],
           "messageType": ["OPEN"]
           }
         }
       }
       ```
    6. At the **Select target(s)** step, proceed as follows:<br />
       6.1 Select **EventBridge API destination** in the **Target types** section.<br />
       6.2 In the **API destination** section, select **Use an existing API destination**.<br />
       6.3 In the **Execution role** section, create a role that uniquely identifies this integration, for example, `Amazon_EventBridge_Invoke_API_Destination_Genesys_Integration`.
    7. Skip the Configure tags step. At the **Review and create** step, complete the configuration.
  </Accordion>

  <Accordion title="5. Store your API Key as a Secret">
    You must expose the EventBridge API key to the Cognigy handover service.
    Run the following command by replacing `<your-key>` with the actual API key:

    ```bash theme={null}
    kubectl create secret generic genesys-handover-secret \
    --from-literal=GENESYS_EVENTBRIDGE_HANDOVER_API_KEY=<your-key>
    ```

    Your Cognigy deployment must read this secret and inject the value into the service via environment variables:

    ```bash theme={null}
    env:
      - name: GENESYS_EVENTBRIDGE_HANDOVER_API_KEY
        valueFrom:
          secretKeyRef:
            name: genesys-handover-secret
            key: GENESYS_EVENTBRIDGE_HANDOVER_API_KEY
    ```

    Now, your integration is complete.
  </Accordion>
</AccordionGroup>

## More Information

* [Genesys Cloud Open Messaging Documentation: About the Amazon EventBridge integration](https://help.mypurecloud.com/articles/about-the-amazon-eventbridge-integration/)
* [Genesys Cloud Open Messaging Documentation: Configure the Amazon EventBridge integration](https://help.mypurecloud.com/articles/configure-the-amazon-eventbridge-integration/)