Genesys Settings (for Chat)

Warning

This is an internal document and is for Sestek employees only, and will not be accessible if shared with other parties.

In order to provide the integration between Knovvu Virtual Agent and Genesys Cloud CX, the necessary configuration settings described below must be completed.

Genesys Admin Portal Settings

Enabling Genesys Bot Connector

1. The steps required to configure Genesys Bot Connector mentioned in Genesys documentation should be completed: https://help.mypurecloud.com/articles/configure-the-genesys-bot-connector-integration/

2. Once Genesys Bot Connector is added in Genesys environment, this is how it will look like:

3. In the Configuration tab, the endpoint of Sestek Bot Connector in Knovvu Virtual Agent should be entered. This information should be sent to the customer from Sestek.

Sestek Bot Connector URI format

The format is as follow: vaUrl/GenesysCloudBot/vaLocationId/vaTenantName/vaProjectName

• vaUrl: related VA URL e.g. https://eu.va.knovvu.com
• GenesysCloudBot: default
• vaLocationId: unique ID of VA environment, should be obtained through development team
• vaTenantName: tenant name in VA
• vaProjectName: name of the project used in related tenant

Example: The URI for Sestek bot connector used in VA project named "BotHub-LCHub-Test" in the tenant "smoketest" in VA Paris environment is: https://eu.va.knovvu.com/GenesysCloudBot/347b32fd-65f1-4878-90f0-ceae7b7f2cb1/smoketest/BotHub-LCHub-Test

Related VA project should be published.

4. Once the integrations is saved, copy the integration ID, that will be used in the next steps.

5. Activate your Genesys bot connector integration.

Genesys Architect Settings

Creating a Bot

1. Go to Genesys API Explorer to create a bot via Genesys API. Login to your account.
2. Use PUT integrations/botconnector/{integrationId}/bots method to create the bot.
3. Enter the integration ID, you copied in the previous steps as integrationId in the request parameters.

4. Create the request body according to your bot flow.

Example request body:

{
  "chatBots": [
    {
      "id": "knovvuVirtualAgent",
      "name": "knovvuVirtualAgent",
      "description": "Knovvu Virtual Agent Bot",
      "versions": [
        {
          "version": "1",
          "supportedLanguages": [
            "en-US"
          ],
          "intents": [
            {
              "name": "generic"
            },
            {
              "name": "fallback"
            },
            {
              "name": "custom"
            }
          ]
        }
      ]
    }
  ]
}

5. Go to Architect in Genesys admin portal.

6. Choose Inbound Message from Flow options.

7. Click on the corresponding bot flow or create a new one. The initial flow looks like this:

8. Add Call Bot Connector node in the flow. Select the bot you created in the previous step (or the one you will use) from Bot Integration dropdown.

9. Create your bot flow according to your needs and requirements.

Genesys Messenger Settings

Creating Messenger Configuration

1. Go to Messenger Configurations in Genesys admin portal.

2. Click on the corresponding messenger or create a new one. Customize your Messenger according to your preferences.

Messenger Deployments

1. Go to Messenger Deployments in Genesys admin portal.

2. Click on the corresponding messenger or create a new one. Customize your Messenger according to your preferences. 3. Select the **Messenger Configuration** created in the previous step.

4. Select the Architect Flow Configuration created in the previous step.

5. Deploy Genesys Messenger in the desired environment using the code snippet: