The Kore.ai XO Platform now allows you to add Genesys Chat as a messaging channel for your Virtual Assistants (VAs). Genesys Chat 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 any time.
With the Genesys Chat 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 Chat.
- Have VAs post and respond to messages in Genesys Chat conversations.
- Have VAs handle incoming notifications from your apps into Genesys Chat.
To set up Genesys Chat as a channel, you should create an 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:
Step 1: Create a Bot Connector
A Bot Connector service 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.
- Log in to the Genesys Developer Portal.
- Create a Bot Connector with the steps below:
- Navigate to Admin > Integrations on the left menu.
- Click the Configuration tab.
- On the Kore.ai XO Platform, navigate to Deploy > Channels > Genesys Chat.
- Copy the Webhook URL from the Configurations section.
- Paste it in the Value field of the Properties section under Configuration on the Genesys Chat Portal.
- Create an app on the Kore.ai XO platform. A JWT Token is created with the clientId and clientSecret credentials. To create an app, follow the steps below:
- Click the Create App link under the Configurations section of the Genesys Chat Channel.
- Follow the steps mentioned here.
Step 2: Link the Virtual Assistant to the Bot Connector
To upload the schema of the VA to the bot connector, link the two using this API.
Step 3: Create an Inbound Message Flow
To create an inbound message flow after connecting your VA to the Bot Connector, follow the steps below:
- Navigate to Admin > Architect on the Genesys Bot Connector page.
- Click the Flows: Inbound Message tab.
- Click the Add button.
- In the Create ‘Inbound Message Flow’ window, enter the values for the required fields.
- Click Create Flow.
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.
- Click Publish on the top panel.
Step 4: Configure the Messenger SDK
After creating the inbound messaging flow, you should configure and deploy the messenger with the steps below:
- Navigate to Admin > Message > Messenger Deployments.
- Enter the values for Name and Description.
- Set Status to Active.
- For Select your Configuration, select the Messenger Configuration to assign it to the deployment.
- For Restrict Domain Access, select Allow all domains.
- For Select your Architect Flow, select your Message Flow created in the previous step.
- Click Save.
The system routes the message sent by the user via the Genesys Messenger to the message flow. - Paste the script generated in the messenger deployment on the HTML page where you want to add the Genesys Messenger.
Step 5: Enable the Channel
After you’ve configured the Genesys Messenger and deployed it for your Virtual Assistant, you must enable the Genesys Chat Channel by following the steps below:
- Navigate to Deploy > Channels > Genesys Chat on the Kore.ai XO Platform.
- Click the Configurations tab.
- Select YES for Enable Channel.
- Click Save.
Step 6: Publish the Bot
After enabling the channel and verifying all the configurations, you can test the new channel integration by publishing your virtual assistant. Learn more./p>
To learn more about working with messaging channels within the Kore.ai XO Platform, please see Channel Enablement.