Genesys Open Messaging

Integrate with Genesys Open Messaging so your users can chat to your customer service and support staff using your inGenious AI chatbot. 

Administrator account required

To integrate your inGenious AI chatbot with Genesys Open Messaging, make sure you have Administrator privileges in your Genesys MyPureCloud account.

To integrate your chatbot with Genesys Open Messaging:

  1. Create an OAuth client in your Genesys MyPureCloud account.
  2. Contact inGenious Support with your OAuth client credentials.
  3. Enable Web Services in Genesys Open Messaging.
  4. Add the Data Action in Genesys Open Messaging.
  5. Import the inGenious AI message flow.
  6. Configure the inGenious AI message flow.
  7. Route your chatbot.
  8. Test your inbound messages.
  9. Test your handover.

Let’s look at each of those steps in detail.

Step 1: Create an OAuth client

Genesys Open Messaging requires an "OAuth client" to act as your inGenious AI chatbot's credentials. To create an OAuth client:

  1. Log in to your Genesys MyPureCloud administrator account.
  2. Choose the Collaborate view.
  3. Click Admin in the top navigation bar.
  4. Under the Integrations group, click OAuth.
    Tip: Use the search bar if you can't find OAuth.
  5. Click Add Client.
  6. Type a Name and Description to identify this client as your inGenious AI chatbot client.
  7. Under Grant Types, select Client Credentials.
    A Roles tab appears at the top of the screen.
  8. Click the Roles tab.
  9. Create a role that grants the scopes of messaging and conversations.
    Give it a name and description to identify it as your inGenious AI chatbot.
  10. Click Save.
  11. Keep this window open for the next step.

Step 2: Contact inGenious Support 

Once you have created your OAuth client, inGenious support need to do some internal setup. You'll need to send them some information about your OAuth client for them to complete the integration:

  1. In a new tab, go to the inGenious AI Support Portal, and open a ticket.
  2. Request a Genesys connection in the support ticket. You will need to provide:
  3. The Client ID: copy the clientid attribute from your OAuth client.
  4. The Client Secret: copy the clientsecret attribute from your OAuth client.
  5. The URL of your MyPureCloud account.
    The URL is only used to determine what region your MyPureCloud is located in.
  6. Submit the ticket.

inGenious AI support will contact you with an Integration ID once the internal setup is complete. In the meantime, you can continue the integration steps below.

Step 3: Enable Web Services in Genesys

Enable the Web Services Data Actions integration so that Genesys Open Messaging can send extra data to inGenious AI as part of the messaging flow.

Tip:

If you have already enabled the Web Services Data Actions integrations in Genesys Open Messaging, you can skip to Step 5: Import the message flow.

To enable Web Services integrations:

  1. Log in to your Genesys MyPureCloud administrator account.
  2. Choose the Collaborate view.
  3. Click Admin in the top navigation bar.
  4. Under the Integrations group, click Integrations.
    Tip: Use the search bar if you can't find Integrations.
  5. Click ⊕ Integrations.
  6. Add the Web Services Data Actions integration.
  7. Make sure the Web Services Data Actions integration is Active.
  8. Keep this window open for the next step.

Step 4: Add the Data Action in Genesys

First, click this link to download the register-ingenious-ai.json file.

In your Genesys MyPureCloud administrator account:

  1. Navigate to the Integrations page.
  2. Click Actions.
  3. Click Import.
  4. Upload the register-ingenious-ai.json file.
  5. Click Save & Publish.
  6. Keep this window open for the next step.

Step 5: Import the message flow

First, click this link to download the ingenious-ai-message-flow.i3inboundmessage file.

In your Genesys MyPureCloud administrator account:

  • Navigate to the Architect menu, under the Admin page.
  • Switch to the Inbound Message Flows view.
  • Import the ingenious-ai-message-flow.i3inboundmessage file.
  • Click the name of the flow to open it.
  • Keep this window open for the next step.

Step 6: Configure the message flow

What's going on in this flow?

The inGenious AI messaging flow makes sure conversations are routed to either the inGenious AI chatbot or a live agent as appropriate.

  1. First, the flow views the conversation's participant data to find:
    • The conversation type: whether this conversation is with a live human or not.
    • Whether the conversation has been registered with inGenious AI, using the igRegistered field.
  2. If the conversation hasn't been registered yet, it sends an acknowledgement to inGenious AI to register the Genesys Conversation ID in your inGenious chatbot.
  3. Then it routes the conversation:
    • Human type conversations are routed to the Default queue of live agents.
    • Conversations of other types will be handled by the inGenious AI chatbot, so the flow signals Genesys to disconnect. 

 

Avoid modifying these fields in your chatbot

Your inGenious AI chatbot uses some of the Genesys Open Messaging participant attribute fields. Avoid modifying these fields mid-conversation with custom flows or scripts, or your inGenious AI chatbot may not work correctly:

  • type
  • igRegistered

You need to configure a few elements of this flow:

  1. In another tab:
    1. log into inGenious AI and open your chatbot.
    2. Navigate to the General settings.
  2. In the flow diagram in your Genesys MyPureCloud account tab:
    1. Click the Register InGenious AI step.
  3. Copy the Team ID from your inGenious AI General settings tab, and paste it in the teamId field in the flow diagram tab.
  4. Copy the Chatbot ID from your inGenious AI General settings tab, and paste it in the botId field in the flow diagram tab.
  5. If you want to transfer live conversations to a different queue for your live agents:
      1. Open the Transfer to ACD step in the flow diagram.
      2. Select the Queue you want to transfer live conversations to.
  6. Add any other actions or update any settings as you need to, such as changing the name of the flow.
    Do not use the Participant data variables type or igRegistered.
  7. Click Publish.
  8. Copy the name of the flow somewhere safe: you will need it for the next step.

Wait for inGenious AI support

To complete the next steps, you'll need to make sure inGenious AI has finished the internal setup. They will provide you with an Integration ID as proof the setup is complete.

Step 7: Route your chatbot

Make sure your internal setup is complete

Make sure inGenious AI support has completed your internal setup before you try these steps. inGenious AI will provide you with an Integration ID as proof the setup is complete.

To route your chatbot:

  1. Log in to your Genesys MyPureCloud administrator account.
  2. Choose the Collaborate view.
  3. Click Admin in the top navigation bar.
  4. Click Message Routing.
  5. At the top right of the page, click + to add a new routing entry.
  6. Click Select Flow.
  7. Choose the flow you imported and configured earlier.
  8. At the top right of the page, click + next to the Addresses menu.
  9. Click Select Address.
  10. Select the address named InGenious AI - {XXXXX}, where XXXXX is your inGenious AI chatbot ID.
  11. Click Add.
  12. Click Save.

Your inGenious AI chatbot is now integrated with Genesys Open Messaging.

Step 8: Test your inbound messages

Before you test your inbound messages, make sure your inGenious AI chatbot is published and connected to a messaging channel.

To test your inbound messages:

  1. Open a browser tab and navigate to your Genesys MyPureCloud dashboard.
  2. Open a second browser tab and navigate to the messaging channel connected to the chatbot.
  3. Message the chatbot via the messaging channel and wait for it to respond.
  4. In the MyPureCloud dashboard tab, hover your mouse over Performance in the top bar, and click Interactions.
  5. In the top bar of the Interactions page, check that today's date is selected.
    If your integration is configured correctly, the conversation should appear.

I don't see the conversation.

If the conversation does not appear in the Interactions page, the webhook may not be correctly configured. Check that you have an Integration ID from inGenious AI support. If you do have an Integration ID and the problem persists, submit a help request at the inGenious AI Support Portal.

Step 9: Test your handover

Before you test your inbound messages, make sure your inGenious AI chatbot:

  • Is published and connected to a messaging channel.
  • Has a passage to handover to a live agent.

To test your inbound messages:

  1. Open a browser tab and navigate to your Genesys MyPureCloud dashboard.
  2. In the top right, set the On Queue / Off Queue switch to On Queue.
    If you can't see the On Queue / Off Queue switch, click the menu in the top right corner. The switch is sometimes hidden if your browser window is too small.
  3. Open a second browser tab and navigate to the messaging channel connected to the chatbot.
  4. Interact with the chatbot to navigate the conversation to the handover passage.
  5. After you have been handed over, send another message to the chatbot.
    This message should be forwarded to a live agent.
  6. In the MyPureCloud dashboard tab, a message notification should appear.
  7. Accept the conversation request.
  8. Type a message from the agent.
    This message should be forwarded to the user.
  9. In the messaging channel tab, verify you received the message.
  10. In the MyPureCloud dashboard tab, close the chat by clicking the End Message icon under the customer's name.
  11. Click Done.

The message wasn't forwarded, but it appears in my Interactions

If your message was not forwarded to the agent, but you do see it in your Performance - Interactions page:

First, check your flow exists: 

  1. In your MyPureCloud administrator account, open the Architect view.
  2. Open the Inbound Message Flow.
  3. Check that the flow you are using for the chatbot exists, and is published.
    If the flow is not published, follow the Importing your AI Message Flow steps and test your chatbot again.

If messages still aren't forwarded, check your address:

  1. In your MyPureCloud administrator account, open the Collaborate view.
  2. Click Admin in the top navigation bar.
  3. Click Message Routing.
  4. Check that there is a flow associated to the address named InGenious AI - {XXXXX} where XXXXX is your inGenious AI chatbot ID.
    If the flow does not exist or is incorrect, follow the Route your chatbot steps and test your bot again.

Limitations

Please note the following limitations when using Genesys Open Messaging with your inGenious AI chatbot:

  • Live agents will only see the message in their primary view once the user sends a message to the bot after the user has been handed over.
  • Genesys Open Messaging has no handback protocol with live chats: we do not recommend using Genesys Open Messaging with Facebook Messenger, as Genesys cannot maintain a 'persistent user'.
  • Chatbot messages are distinguished from agent messages using the prefix of BOT: if an agent or a user sends a message that starts with BOT, it will not be forwarded to the other party.
Was this article helpful?
0 out of 0 found this helpful

Comments

0 comments

Article is closed for comments.