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Genesys Cloud Open Messaging

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Description

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

Open messaging facilitates integrations between Genesys Cloud and a third-party messaging service through a webhook.

The Genesys Cloud Open Messaging handover is based on Open Messaging APIs. Open messaging facilitates integrations between Genesys Cloud and a third-party messaging service through a webhook.

Setup

Prerequisites

  • You need to have an account in Genesys Cloud.
  • Activate Genesys Cloud Open Messaging on the Cognigy side:
    • If you have a shared or dedicated SaaS installation, contact Cognigy technical support.
    • If you have an on-premise installation, specify the following feature flags: FEATURE_ENABLE_GENESYS_CLOUD_OM="true", FEATURE_ENABLE_GENESYS_CLOUD_OM_WHITELIST="organisation1,organisation2".

Configure Genesys Cloud Open Messaging

Before starting the integration with Cognigy, create Genesys Cloud Open Messaging on the Genesys side.

Create a Platform

To create a platform config for Genesys Cloud Open Messaging, follow these steps:

  1. Open the Genesys Cloud interface.
  2. Go to Admin > Message > Platform Configs.
  3. In the upper-right corner, click + Create Profile.
  4. In the Create a configuration profile window, specify a unique platform config name and click Create.
  5. In the left-side menu, select Platforms.
  6. On the Platforms page, click + Create new Integration > Open Messaging.
  7. On the Open Messaging page, fill in the following fields:
    • Name — enter a name for your integration. Copy and save this name. You need to specify this name in the Deployment name field on the Cognigy side.
    • Outbound Notification Webhook URL — enter https://endpoint-<your-environment>/handover/genesysCloudOM. For example, https://endpoint-app.cognigy.ai/handover/genesysCloudOM, where environment is app.cognigy.ai.
    • Outbound Notification Webhook Signature Secret Token — enter the secret into the X-Hub-Signature-256 header generation for webhook requests sent to the outbound notification webhook URL. For the secret, you can choose any arbitrary but sufficiently random string that you want. The external service should use the secret and signature to validate the message originating from Genesys Cloud. This validation is optional but recommended. For more information about validation, see Validate webhook notifications in the Genesys Cloud Developer Center. Copy and save this token for future usage on the Cognigy side. Note that if you did not copy and save this token at once, after saving the platform configuration, you will need to recreate this token.
  8. Click Save.
  9. From the Platform Config list, select the config that you created on the Platform Configs page.
  10. From the Supported Content Profile list, select default.
  11. Click Save.

Your Open Messaging platform will appear in the platform list.

Create a Queue

To create a Queue, follow these steps:

  1. Open the Genesys Cloud interface.
  2. Go to Admin > Contact Center > Queues.
  3. On the Queues page, click Create Queue.
  4. In the left-side Create Queue window, fill in the following fields:
    • Name — enter a unique name of the queue. Save and copy this name for later use.
    • Division — select Home.
  5. Click Save.

Your queue will appear in the queue list.

Create an Inbound Message Flow

To create an Inbound Message flow, 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 Message.
  4. Click Add. The Create Flow dialog box opens.
  5. In the Name field, specify a unique name for the inbound message 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 Transfer to ACD action to transfer an interaction to a queueing system.
  13. In the Queue field of the Transfer to ACD action, select the queue to which you want to transfer the interaction.
  14. In the upper-left corner, click Save, then Publish.

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

To learn more about designing the flow, see Configure Inbound Message Flow settings.

Set up Message Routing

To set up Message Routing, follow these steps:

  1. Open the Genesys Cloud interface.
  2. Go to Admin > Routing > Message Routing.
  3. In the upper-right corner, click +.
  4. On the Message Route tab, navigate to the Select Flow list.
  5. From the Select Flow list, choose the Inbound Message Flow you created.
  6. In the Addresses section, click +.
  7. From the Select Address list, choose the Open Messaging platform you created and click Add.
  8. Click Save.

Your Message Routing configuration will appear in the message routing list.

Configure Credentials

To configure credentials, follow these steps:

  1. Open the Genesys Cloud interface.
  2. Go to Admin > Integrations > OAuth.
  3. Click + Add Client.
  4. On the Client Details tab, provide a unique name in the App Name field.
  5. On the Roles tab, activate the corresponding role for the client.
  6. Return to the Client Details tab and select Client Credentials in the Grand Types list.
  7. Click Save.
  8. Copy the Client ID and Client Secret and save them for future use.
  9. From the left-side menu, select Authorized Applications.
  10. In the upper-right corner, click + Authorize a Client.
  11. In the Authorize Client window, enter the Client ID that you copied and saved previously.
  12. Click Authorize Client.

Once your client is authorized, you can start configuring Genesys Handover Provider on the Cognigy side.

Create an Endpoint

To start using Genesys Cloud as a handover provider with Cognigy.AI, follow these steps:

  1. Open the Cognigy.AI interface.
  2. Go to Deploy > Endpoints.
  3. Open the Endpoint where you want to enable Handover to Genesys Cloud.
  4. In the Configuration Information section, copy the Config URL and save it for future use.
  5. Scroll down to Handover Settings and select Genesys Cloud Open Messaging from the list.
  6. Fill in the following fields:
    • Host — 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 apps. or login. part. For more on Genesys Cloud regions, refer to AWS regions for deployment.
    • Deployment Name — specify the Open Messaging platform name that you created on the Genesys side.
    • Queue — enter the Queue name that you created on the Genesys side.
    • Webhook Secret — specify the Outbound Notification Webhook Signature Secret Token that you created on the Genesys side.
    • Client ID — enter the Client ID that you generated on the Genesys side.
    • Client Secret — enter the Client Secret that you generated on the Genesys side.
  7. Activate the Send Profile information setting if you want to send user information, such as the first and last name, to the human agent.
  8. Click Save.

Configure Handover Settings

Add a Handover to Agent Node without any additional configuration.

To test connection, click Open Demo Web Chat.

More information