Adding Genesys Cloud CX Messaging as a Channel

The Kore.ai XO Platform now allows you to add Genesys Cloud CX Messaging as a messaging channel for your Virtual Assistants (VAs). Genesys Cloud CX Messaging integration helps instantly share your ideas with people inside your organization with the persistent chat history feature to start a conversation with your colleagues and continue it anywhere, anytime.

Note

This integration works only with Genesys Cloud CX Messaging channel, not the older Genesys web chat.

With the Genesys Cloud CX Messaging integration on the Kore.ai XO Platform, you can achieve the following:

• Set up the REST API and authorization flow for events and conversations.
• Link the app to the Kore.ai XO Platform using the app’s credentials.
• Deploy the VAs and transfer conversations to the Genesys Agent System.
• Leverage various templates like Button, Quick Replies, and Bullets List provided by Genesys for message formatting.
• Accept any attachments in the chat messages that Genesys supports.

After the integration, you can do the following:

• Track Virtual Assistant conversations.
• Listen to new messages from Genesys Cloud CX Messaging.
• Have VAs post and respond to messages in Genesys Cloud CX Messaging conversations.
• Have VAs handle incoming notifications from your apps into Genesys Cloud CX Messaging.

To set up Genesys Cloud CX Messaging as a channel, use your account on the Genesys Cloud Platform and enable a webhook for the platform to receive messages.

The steps to add the channel are summarized below:

1. Create a Bot Connector and Link the Virtual Assistant to the Bot Connector.
2. Create an App in the Kore.ai Web/Mobile Client.
3. Create the OAuth Client App in the Genesys Developer Console.
4. Create an inbound message flow.
5. Configure the Messenger SDK.
6. Enable the Channel.
7. Publish the Bot.

Step 1: Create a Bot Connector

A Bot Connector integration enables your bot to exchange messages with the Genesys Agent System configured on the Kore.ai XO Platform by using industry-standard REST and JSON over HTTPS.

1. Log in to the Genesys Developer Portal.
2. Create a Bot Connector with the steps below:
3. On the Genesys Cloud CX Admin portal
   1. In the Genesys Cloud Admin portal, navigate to Admin > Integrations.
   2. Use the + Integrations button to find integration options.
   3. Search for “bot connector” and find the Genesys Bot Connector. Install it to your instance.
4. On the Kore.ai XO Platform
   1. On the Kore.ai XO Platform, navigate to Channels & Flows > Channels > Digital > All > Genesys Cloud CX Messaging.
   2. Copy the Webhook URL from the Configurations section of the Kore.ai XO Platform for the Genesys Cloud CX Messaging Channel screen.
5. On the Genesys Cloud CX Admin portal
   1. Go back to the Genesys Admin portal. In the Properties section under Configuration for the Bot Connector, paste the webhook in the Value field for Bot Connector Handle Utterance URI.
   2. Leave this page open for additional configuration.
6. On the Kore.ai XO Platform
   1. In the Genesys Cloud login URL field under Configuration, provide the URL of your Genesys AWS Region, which will allow the platform to route the conversation requests correctly. This is a mandatory field. You can find the URL of your region through the link provided in the field description on the screen.
   2. Leave the Genesys Cloud CX Messaging channel configuration open for further configuration.

Step 2: Create an App on the Kore.ai XO Platform

Create an app on the Kore.ai XO platform. A JWT Token is created with the clientId and clientSecret credentials. For more information, read Adding the Web/Mobile Client Channel article.

1. Click the Create App link under the Configurations section of the Genesys Cloud CX Messaging Channel.

   

2. Use the Client ID and Client Secret value of the new app to create a JWT token using the steps mentioned here.

   

3. Navigate back to the Bot Connector configuration screen in the Genesys Cloud Admin portal.

4. Navigate to the Configuration > Credentials section and click Change.
5. Create a new Field Name called Authorization.

6. Paste the following in the Value field on the Change Credentials window.

   1. The word bearer
   2. A space

   3. The JWT created in before.

      

7. Click Ok.

Note

Select HS256 for JWT Signing Algorithms Used For Client App Authentication.

Step 3: Create the OAuth Client App on Genesys Developer Console

Steps to create an app on the Genesys Developer Console:

1. Log in to the Genesys Developer Portal.

2. Navigate to Admin > Integrations > OAuth.

3. Click Add Client on the OAuth Screen.

4. Enter the App Name and Description.

5. Select the Grant Types as Code Authorization.

6. Copy the Callback URL from the Configurations tab of the Kore.ai XO Platform for Genesys Cloud CX Messaging channel.

7. In the Genesys Console, go back to the Integrations > OAuth page and paste the Callback URL that you have copied in the Authorized redirect URI field.

8. Add the architect, integrations, and textbot scopes in the Scopes field.

9. Click Save to update the OAuth Client configuration.

10. Copy the Client ID and Client Secret from the OAuth Client App page.

11. In the Kore.ai XO Platform, return to the Channels & Flows > Channels > Digital > All > Genesys Cloud CX Messaging > Configurations tab and paste the Client ID and Client Secret values.

12. Once you paste all the required credentials, click Authorize to validate the authorization.

13. If you are still logged into your Genesys Cloud instance, your current credentials are used. Otherwise, a login screen will open. Use valid credentials for the Genesys cloud instance you are configuring.

Your Bot Connector is created successfully!

Step 4: Create an Inbound Message Flow

To create an inbound message flow after connecting your VA to the Bot Connector, follow the steps below:

1. Navigate to Admin > Architect on the Genesys Bot Connector page.
2. Click the Flows: Inbound Message tab.
3. Click the Add button.
4. In the Create ‘Inbound Message Flow’ window, enter the values for the required fields.

5. Click Create Flow.

6. After creating the Inbound Message Flow, follow the steps below:

   • Click the flow you’ve created in the list.
   • Click the Initial State icon on the top menu.
   • Select the Call Bot Connector option by navigating to Start > Toolbox > Bot.
   • Select the bot connector and the relevant Bot from the list.
   • Enter values for the given fields.

7. Click Publish on the top panel.

Step 5: Configure the Messenger SDK

After creating the inbound messaging flow, you should configure and deploy the messenger with the steps below:

1. In the Genesys Cloud CX Admin portal, navigate to Admin > Message > Messenger Deployments.
2. Enter the values for Name and Description.
3. Set Status to Active.
4. For Select your Configuration, select the Messenger Configuration to assign it to the deployment.
5. For Restrict Domain Access, select Allow all domains.
6. For Select your Architect Flow, select your Message Flow created in the previous step.

7. Click Save. The system routes the message sent by the user via the Genesys Messenger to the message flow.

8. Paste the script generated in the messenger deployment on the HTML page where you want to add the Genesys Messenger.

Step 6: Enable the Channel

After you’ve configured the Genesys Messenger and deployed it for your Virtual Assistant, you must enable the Genesys Cloud CX Messaging Channel by following the steps below:

1. Navigate to Channels & Flows > Channels > Digital > All > Genesys Cloud CX Messaging on the Kore.ai XO Platform.
2. Click the Configurations tab.
3. Select YES for Enable Channel.
4. Click Save.

Step 7: Publish the Bot

After enabling the channel and verifying all the configurations, you can optionally publish the assistant for the new channel. Learn more about Publishing your Virtual Assistant.

To learn more about working with Channels within the Kore.ai XO Platform, please see Channel Enablement.