{"id":55284,"date":"2023-03-03T08:28:02","date_gmt":"2023-03-03T08:28:02","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-1\/?p=55284"},"modified":"2023-11-20T06:12:54","modified_gmt":"2023-11-20T06:12:54","slug":"adding-genesys-chat-as-a-channel","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/","title":{"rendered":"Adding Genesys Cloud CX Messaging as a Channel"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row type_default valign_top\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"w-separator size_medium\"><\/div>\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<p><span style=\"font-weight: 400;\">The Kore.ai XO Platform allows you to add <\/span><b>Genesys Cloud CX Messaging <\/b><span style=\"font-weight: 400;\">\u00a0as 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. .\u00a0<\/span><\/p>\n<p><b>Note<\/b><span style=\"font-weight: 400;\">: This <\/span><span style=\"font-weight: 400;\">integration works only with <\/span><i><span style=\"font-weight: 400;\">Genesys Cloud CX Messaging channel<\/span><\/i><span style=\"font-weight: 400;\">, not the older<\/span><i><span style=\"font-weight: 400;\"> Genesys web chat<\/span><\/i><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With the <\/span><b>Genesys Cloud CX Messaging <\/b><span style=\"font-weight: 400;\">channel integration on the Kore.ai XO Platform, you can achieve the following:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Set up the <\/span><i><span style=\"font-weight: 400;\">REST API<\/span><\/i><span style=\"font-weight: 400;\"> and authorization flow for events and conversations.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Link the app to the Kore.ai XO Platform using the app\u2019s credentials.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Deploy the VAs and transfer conversations to a live agent in <\/span><b>Genesys Cloud CX Messaging <\/b><span style=\"font-weight: 400;\">platform.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Leverage various templates like <\/span><i><span style=\"font-weight: 400;\">Button<\/span><\/i><span style=\"font-weight: 400;\">, <\/span><i><span style=\"font-weight: 400;\">Quick Replies<\/span><\/i><span style=\"font-weight: 400;\">, and <\/span><i><span style=\"font-weight: 400;\">Bullets List<\/span><\/i><span style=\"font-weight: 400;\"> provided by Genesys for message formatting.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Accept any attachments in the chat messages that Genesys supports.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">After the integration, you can do the following:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Track Virtual Assistant conversations.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Listen to new messages from Genesys Cloud CX Messaging.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Have VAs post and respond to messages in Genesys Cloud CX Messaging conversations.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Have VAs handle incoming notifications from your apps into Genesys Cloud CX Messaging.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">To set up <\/span><b>Genesys Cloud CX Messaging<\/b><span style=\"font-weight: 400;\"> as a channel, use your account on the Genesys Cloud Platform and enable a <\/span><i><span style=\"font-weight: 400;\">webhook<\/span><\/i><span style=\"font-weight: 400;\"> for the platform to receive messages.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The steps to add the channel are summarized below:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/#Step_1_Create_a_Bot_Connector\"><span style=\"font-weight: 400;\">Create a Bot Connector<\/span><\/a><span style=\"font-weight: 400;\"> and <\/span><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/#Step_1_Create_a_Bot_Connector\"><span style=\"font-weight: 400;\">Link the Virtual Assistant to the Bot Connector<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/#Step_2_Create_an_App_on_the_Koreai_XO_Platform\"><span style=\"font-weight: 400;\">Create an App in the Kore.ai Web\/Mobile Client<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/#Step_3_Create_the_OAuth_Client_App_on_Genesys_Developer_Console\"><span style=\"font-weight: 400;\">Create the OAuth Client App in the Genesys Developer Console<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/#Step_4_Create_an_Inbound_Message_Flow\"><span style=\"font-weight: 400;\">Create an inbound message flow<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/#Step_5_Configure_the_Messenger_SDK\"><span style=\"font-weight: 400;\">Configure the Messenger SDK<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/#Step_6_Enable_the_Channel\"><span style=\"font-weight: 400;\">Enable the Channel<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/#Step_7_Publish_the_Bot\"><span style=\"font-weight: 400;\">Publish the Bot<\/span><\/a><\/li>\n<\/ol>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"w-separator size_medium\"><\/div>\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<h2><span class=\"ez-toc-section\" id=\"Step_1_Create_a_Bot_Connector\">Step 1: Create a Bot Connector<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A <\/span><b>Bot Connector integration <\/b><span style=\"font-weight: 400;\">enables your bot to exchange messages with the <\/span><i><span style=\"font-weight: 400;\">Genesys Agent System<\/span><\/i><span style=\"font-weight: 400;\"> configured on the Kore.ai XO Platform by using industry-standard <\/span><i><span style=\"font-weight: 400;\">REST<\/span><\/i><span style=\"font-weight: 400;\"> and <\/span><i><span style=\"font-weight: 400;\">JSON<\/span><\/i><span style=\"font-weight: 400;\"> over HTTPS.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Log in to https:\/\/login.mypurecloud.com.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Create a Bot Connector with the steps below:<\/span><br \/>\n<b>\u00a0On the Genesys Cloud CX Admin portal<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">In the Genesys Cloud Admin portal, navigate to <\/span><b>Admin<\/b><span style=\"font-weight: 400;\"> &gt; <\/span><b>Integrations.<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Use the <\/span><b>+ Integrations<\/b><span style=\"font-weight: 400;\"> button to find integration options.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Search for \u201cbot connector\u201d and find the <\/span><b>Genesys Bot Connector<\/b><span style=\"font-weight: 400;\">. Install it to your instance.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231102100532\/genesys_chat_new.png\"><img loading=\"lazy\" decoding=\"async\" width=\"704\" height=\"449\" class=\"alignnone size-medium wp-image-59945\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231102100532\/genesys_chat_new.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231102100532\/genesys_chat_new.png 704w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231102100532\/genesys_chat_new-300x191.png 300w\" sizes=\"auto, (max-width: 704px) 100vw, 704px\" \/><\/a><\/span><\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p><b>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 On the Kore.ai XO Platform<\/b><\/p>\n<ol>\n<li style=\"list-style-type: none;\">\n<ol>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><span style=\"font-weight: 400;\">On the Kore.ai XO Platform, navigate to <\/span><b>Deploy<\/b><span style=\"font-weight: 400;\"> &gt; <\/span><b>Channels<\/b><span style=\"font-weight: 400;\"> &gt; <\/span><b>Genesys Cloud CX Messaging<\/b><span style=\"font-weight: 400;\">.<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231120054649\/genesys_cloud_cx.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-60141\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231120054649\/genesys_cloud_cx.png\" alt=\"\" width=\"600\" height=\"450\" \/><\/a><\/li>\n<li><span style=\"font-weight: 400;\">Copy the <\/span><b>Webhook URL<\/b><span style=\"font-weight: 400;\"> from the <\/span><b>Configurations<\/b><span style=\"font-weight: 400;\"> section of the Kore.ai XO Platform for the Genesys Cloud CX Messaging Channel screen.<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231120055901\/genesys_cloud_cx3.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-60154\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231120055901\/genesys_cloud_cx3.png\" alt=\"\" width=\"600\" height=\"450\" \/><\/a><\/li>\n<\/ul>\n<p><b>On the Genesys Cloud CX Admin portal<\/b><\/p>\n<ol>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><span style=\"font-weight: 400;\">Go back to the Genesys Admin portal. In the <b>Properties<\/b> section under <b>Configuration<\/b> for the Bot Connector, paste the webhook in the <b>Value<\/b> field for <b>Bot Connector Handle Utterance URI<\/b>.<br \/>\n<\/span><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230303092801\/genesys-2.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-55299\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230303092801\/genesys-2.png\" alt=\"\" width=\"500\" height=\"400\" \/><\/a><\/li>\n<li><span style=\"font-weight: 400;\">Leave this page open for additional configuration based on <\/span><b>Step 2<\/b><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p><b>On the Kore.ai XO Platform<\/b><\/p>\n<ol>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><span style=\"font-weight: 400;\">In the <b>Genesys Cloud login URL <\/b>field under <b>Configuration<\/b>, provide the URL of your Genesys AWS Region, which will allow the platform to route the conversation requests correctly. This is a <b>mandatory field.<\/b> You can find the URL of your region through the link provided in the field description on the screen.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231120055024\/genesys_cloud_cx1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-60145\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231120055024\/genesys_cloud_cx1.png\" alt=\"\" width=\"640\" height=\"206\" \/><\/a><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">Leave the <\/span><b>Genesys Cloud CX Messaging <\/b><span style=\"font-weight: 400;\">channel configuration open for further configuration.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"w-separator size_medium\"><\/div>\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<ol>\n<li style=\"list-style-type: none;\">\n<h2><span class=\"ez-toc-section\" id=\"Step_2_Create_an_App_on_the_Koreai_XO_Platform\">Step 2: <span style=\"font-weight: 400;\">Create an App on the Kore.ai XO Platform<\/span><\/span><\/h2>\n<\/li>\n<li style=\"list-style-type: none;\"><span style=\"font-weight: 400;\">Create an app on the Kore.ai XO platform. A JWT Token is created with the <\/span><b>clientId <\/b><span style=\"font-weight: 400;\">and <\/span><b>clientSecret <\/b><span style=\"font-weight: 400;\">credentials. For more information, read <\/span><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-the-webmobile-client-channel\/\"><span style=\"font-weight: 400;\">Adding the Web\/Mobile Client Channel<\/span><\/a><span style=\"font-weight: 400;\"> article.<\/span>\n<ol>\n<li>Click the <b>Create App<\/b> link under the <b>Configurations<\/b> section of the <b>Genesys Cloud CX Messaging <\/b>Channel.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231120055330\/genesys_cloud_cx2.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-60149\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231120055330\/genesys_cloud_cx2.png\" alt=\"\" width=\"600\" height=\"400\" \/><\/a><\/li>\n<li><span style=\"font-weight: 400;\">Use the <\/span><b><i>Client ID<\/i><\/b><span style=\"font-weight: 400;\"> and <\/span><b><i>Client Secret<\/i><\/b><span style=\"font-weight: 400;\"> value of the new app to create a JWT token using <\/span>the steps mentioned <a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-the-webmobile-client-channel\/\">here<\/a>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231120060232\/genesys_cloud_cx4.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-60159\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231120060232\/genesys_cloud_cx4.png\" alt=\"\" width=\"500\" height=\"400\" \/><\/a><\/li>\n<li><span style=\"font-weight: 400;\">Navigate back to the <\/span><b>Bot Connector<\/b><span style=\"font-weight: 400;\"> configuration screen in the Genesys Cloud Admin portal.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Navigate to the <\/span><b>Configuration<\/b><span style=\"font-weight: 400;\"> &gt; <\/span><b>Credentials<\/b><span style=\"font-weight: 400;\"> section and click <\/span><b>Change<\/b><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Create a new <\/span><b>Field Name<\/b><span style=\"font-weight: 400;\"> called <\/span><b>Authorization<\/b><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Paste the following in the <\/span><b>Value<\/b><span style=\"font-weight: 400;\"> field on the <\/span><b>Change Credentials<\/b><span style=\"font-weight: 400;\"> window.<\/span>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">The word <\/span><b>bearer<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">A space<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\">The <b>JWT<\/b> created in Step 2, # 2 above.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231102115335\/genesys_chat_bearer.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-59960\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231102115335\/genesys_chat_bearer.png\" alt=\"\" width=\"700\" height=\"639\" \/><\/a><\/li>\n<\/ol>\n<\/li>\n<li>Click <strong>Ok<\/strong>.<\/li>\n<\/ol>\n<\/li>\n<li style=\"list-style-type: none;\">\n<h2><\/h2>\n<\/li>\n<\/ol>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"w-message color_yellow\"><div class=\"w-message-body\"><p><b>Note<\/b>: Select <i>HS256<\/i> for <b>JWT Signing Algorithms Used For Client App Authentication<\/b>.<\/p><\/div><\/div><div class=\"w-separator size_medium\"><\/div>\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<ol>\n<li style=\"list-style-type: none;\">\n<h2><span class=\"ez-toc-section\" id=\"Step_3_Create_the_OAuth_Client_App_on_Genesys_Developer_Console\"><span style=\"font-weight: 400;\">Step 3: Create the OAuth Client App on Genesys Developer Console<\/span><\/span><\/h2>\n<\/li>\n<li style=\"list-style-type: none;\"><span style=\"font-weight: 400;\">Steps to create an app on the Genesys Developer Console:<\/span>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Log in to the <\/span><a href=\"https:\/\/login.mypurecloud.com\/#\/authenticate\"><span style=\"font-weight: 400;\">Genesys Developer Portal<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Navigate to <\/span><b>Admin &gt; Integrations &gt; OAuth<\/b><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Click <\/span><b>Add Client<\/b><span style=\"font-weight: 400;\"> on the OAuth Screen.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enter the <\/span><b>App Name<\/b><span style=\"font-weight: 400;\"> and <\/span><b>Description<\/b><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Select the <b>Grant Types<\/b> as <i>Code Authorization<\/i>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231102120457\/genesys_chat_create_app.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-59964\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231102120457\/genesys_chat_create_app.png\" alt=\"\" width=\"700\" height=\"637\" \/><\/a><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">Copy the <\/span><b>Callback URL<\/b><span style=\"font-weight: 400;\"> from the <\/span><b>Configurations<\/b><span style=\"font-weight: 400;\"> tab of the Kore.ai XO Platform for Genesys Cloud CX Messaging channel.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231120060532\/genesys_cloud_cx5.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-60164\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231120060532\/genesys_cloud_cx5.png\" alt=\"\" width=\"600\" height=\"450\" \/><\/a><br \/>\n<\/span><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">In the Genesys Console, go back to the <\/span><b>Integrations &gt; OAuth<\/b><span style=\"font-weight: 400;\"> page and paste the <\/span><b>Callback URL<\/b><span style=\"font-weight: 400;\"> that you have copied in the <\/span><b>Authorized redirect URI<\/b><span style=\"font-weight: 400;\"> field.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Add the <em>architect<\/em>, <em>integrations<\/em>, and <em>textbot<\/em> scopes in the <\/span><b>Scopes <\/b><span style=\"font-weight: 400;\">field.<\/span><span style=\"font-weight: 400;\"><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231102121019\/genesys_chat_bearer1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-59970\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231102121019\/genesys_chat_bearer1.png\" alt=\"\" width=\"700\" height=\"619\" \/><\/a><\/span><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">Click <\/span><b>Save<\/b><span style=\"font-weight: 400;\"> to update the OAuth Client configuration.<\/span><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">Copy the <\/span><b>Client ID<\/b><span style=\"font-weight: 400;\"> and <\/span><b>Client Secret<\/b><span style=\"font-weight: 400;\"> from the OAuth Client App page.<\/span><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">In the Kore.ai XO Platform, return to the <\/span><b>Deploy &gt; Channels &gt; Genesys Cloud CX Messaging &gt;<\/b> <b>Configurations <\/b><span style=\"font-weight: 400;\">tab and paste the <\/span><b>Client ID<\/b><span style=\"font-weight: 400;\"> and <\/span><b>Client Secret <\/b><span style=\"font-weight: 400;\">values.<\/span><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">Once you paste all the required credentials, click <\/span><b>Authorize<\/b><span style=\"font-weight: 400;\"> to validate the authorization.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231120060759\/genesys_cloud_cx6.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-60168\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20231120060759\/genesys_cloud_cx6.png\" alt=\"\" width=\"600\" height=\"450\" \/><\/a><br \/>\n<\/span><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">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<\/span><\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Your Bot Connector is created successfully!<\/span><\/p>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"w-separator size_medium\"><\/div>\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<h2><span class=\"ez-toc-section\" id=\"Step_4_Create_an_Inbound_Message_Flow\">Step 4: Create an Inbound Message Flow<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">To create an inbound message flow after connecting your VA to the Bot Connector, follow the steps below:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Navigate to <\/span><b>Admin<\/b><span style=\"font-weight: 400;\"> &gt; <\/span><b>Architect<\/b><span style=\"font-weight: 400;\"> on the <\/span><b>Genesys Bot Connector<\/b><span style=\"font-weight: 400;\"> page.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Click the <\/span><b>Flows: Inbound Message<\/b><span style=\"font-weight: 400;\"> tab.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Click the <\/span><b>Add<\/b><span style=\"font-weight: 400;\"> button.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">In the <\/span><b>Create \u2018Inbound Message Flow\u2019<\/b><span style=\"font-weight: 400;\"> window, enter the values for the required fields.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Click <b>Create Flow<\/b>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230303094001\/genesys-7.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-55314\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230303094001\/genesys-7.png\" alt=\"\" width=\"500\" height=\"400\" \/><\/a><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">After creating the Inbound Message Flow, follow these steps<\/span>:<\/p>\n<ol>\n<li style=\"list-style-type: none;\">\n<ol>\n<li>Click the flow you\u2019ve created in the list.<\/li>\n<li>Click the <b>Initial State<\/b> icon on the top menu.<\/li>\n<li>Select the <b>Call Bot Connector<\/b> option by navigating to <b>Start<\/b> &gt; <b>Toolbox<\/b> &gt; <b>Bot<\/b>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230303094209\/genesys-8.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-55317\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230303094209\/genesys-8.png\" alt=\"\" width=\"500\" height=\"350\" \/><\/a><\/li>\n<li>Select the bot connector and the relevant Bot from the list.<\/li>\n<li>Enter values for the given fields.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230303094400\/genesys-9.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-55321\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230303094400\/genesys-9.png\" alt=\"\" width=\"500\" height=\"350\" \/><\/a><\/li>\n<li>Click <b>Publish<\/b> on the top panel.<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"Step_5_Configure_the_Messenger_SDK\">Step 5: Configure the Messenger SDK<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">After creating the inbound messaging flow, you should configure and deploy the messenger with the steps below:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Navigate to the Genesys Cloud CX Admin portal.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Navigate to <\/span><b>Admin<\/b><span style=\"font-weight: 400;\"> &gt; <\/span><b>Message<\/b><span style=\"font-weight: 400;\"> &gt; <\/span><b>Messenger Deployments<\/b><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enter the values for <\/span><b>Name<\/b><span style=\"font-weight: 400;\"> and <\/span><b>Description<\/b><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Set <\/span><b>Status<\/b><span style=\"font-weight: 400;\"> to <\/span><i><span style=\"font-weight: 400;\">Active<\/span><\/i><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">For <\/span><b>Select your Configuration<\/b><span style=\"font-weight: 400;\">, select the <\/span><i><span style=\"font-weight: 400;\">Messenger Configuration<\/span><\/i><span style=\"font-weight: 400;\"> to assign it to the deployment.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">For <\/span><b>Restrict Domain Access<\/b><span style=\"font-weight: 400;\">, select <\/span><i><span style=\"font-weight: 400;\">Allow all domains<\/span><\/i><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">For <\/span><b>Select your Architect Flow<\/b><span style=\"font-weight: 400;\">, select your Message Flow created in the previous step.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Click <b>Save<\/b>. The system routes the message sent by the user via the <b>Genesys Messenger<\/b> to the message flow.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230303094726\/genesys-10.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-55325\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230303094726\/genesys-10.png\" alt=\"\" width=\"500\" height=\"450\" \/><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Paste the script generated in the messenger deployment on the HTML page where you want to add the <b>Genesys Messenger<\/b>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230303094936\/genesys-11.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-55328\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230303094936\/genesys-11.png\" alt=\"\" width=\"500\" height=\"400\" \/><\/a><\/li>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"Step_6_Enable_the_Channel\">Step 6: Enable the Channel<\/span><\/h2>\n<p>After you\u2019ve configured the Genesys Messenger and deployed it for your Virtual Assistant, you must enable the <b>Genesys Cloud CX Messaging <\/b>Channel by following the steps below:<\/p>\n<ol>\n<li>Navigate to <b>Deploy<\/b> &gt; <b>Channels<\/b> &gt; <b>Genesys Cloud CX Messaging <\/b>on the Kore.ai XO Platform.<\/li>\n<li>Click the <b>Configurations<\/b> tab.<\/li>\n<li>Select <i>YES<\/i> for <b>Enable Channel<\/b>.<\/li>\n<li>Click <b>Save<\/b>.<\/li>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"Step_7_Publish_the_Bot\">Step 7: Publish the Bot<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">After enabling the channel and verifying all the configurations, you can test the new channel integration by publishing your virtual assistant. <\/span><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/publish\/publishing-bot\/\"><span style=\"font-weight: 400;\">Learn more<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To learn more about working with messaging channels within the Kore.ai XO Platform, see <\/span><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-channels-to-your-bot\/\"><span style=\"font-weight: 400;\">Channel Enablement<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"w-separator size_medium\"><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row type_default valign_top\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t\r\n\t\t<\/div>\r\n\t<\/div>\r\n<\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row type_default valign_top\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"The Kore.ai XO Platform allows you to add Genesys Cloud CX Messaging \u00a0as 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. .\u00a0...","protected":false},"author":21,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[25],"tags":[],"class_list":["post-55284","post","type-post","status-publish","format-standard","hentry","category-channel-enablement"],"_links":{"self":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/55284","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/users\/21"}],"replies":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/comments?post=55284"}],"version-history":[{"count":31,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/55284\/revisions"}],"predecessor-version":[{"id":60173,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/55284\/revisions\/60173"}],"wp:attachment":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/media?parent=55284"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/categories?post=55284"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/tags?post=55284"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}