Genesys Step 3: Import and configure the message flow

Make sure you have:

• Created your OAuth client.
• Enabled Web Services and added the Data Action in Genesys.

Download the message flow

In your inGenious AI chatbot:

1. In the Genesys Open Messaging integration, find the Configuration Files section.
2. Click Flow File.
3. Keep this window open for the next step.

Import the message flow

In your Genesys MyPureCloud administrator account:

1. Navigate to the Architect menu, under the Admin page.
2. Switch to the Inbound Message Flows view.
3. Import the message flow file you downloaded earlier.
4. Click the name of the flow to open it.
5. Keep this window open for the next step.

Configure the message flow

Let's look at 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. 

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. 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.

Next: Once you have an Integration ID, route your chatbot.