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Genesys Cloud Integration


Cognigy includes "Genesys Cloud" as an additional handover provider, which can be used to connect users with real Agents (from third-party sources).

You can read more about Agent Handover here.


To start using Genesys Cloud as a handover provider with Cognigy.AI, you first have to sign in to a Genesys Cloud account:

e.g. here:

Endpoint Configuration

In the "Handover Settings" section of your Endpoint, you will need to select "Genesys Cloud" as your "Handover Platform".

This will require you to fill out the following related fields to connect to "Genesys Cloud" handover service:

Genesys Cloud Handover Settings

Complete Setup Steps

To complete your setup, please follow the steps in our Help Center article: