Adding Genesys Chat as a Channel

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:

1. Create a Bot Connector.
2. Link the Virtual Assistant to the Bot Connector.
3. Create an inbound message flow.
4. Configure the Messenger SDK.
5. Enable the Channel.
6. Publish the Bot.

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.

1. Log in to the Genesys Developer Portal.
2. 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.

3. 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.

4. Copy the Client Secret value of the app you’ve created.
5. Navigate to the Configuration > Credentials page, and click Change.



6. Paste the copied Client Secret in the Value field when the Change Credentials window appears.
7. Click OK.

Your Bot Connector is created successfully!

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:

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.

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

1. Click the flow you’ve created in the list.
2. Click the Initial State icon on the top menu.
3. Select the Call Bot Connector option by navigating to Start > Toolbox > Bot.



4. Select the bot connector and the relevant Bot from the list.
5. Enter values for the given fields.



6. 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:

1. 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 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:

1. Navigate to Deploy > Channels > Genesys Chat on the Kore.ai XO Platform.
2. Click the Configurations tab.
3. Select YES for Enable Channel.
4. 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.

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