{"id":55284,"date":"2023-03-03T08:28:02","date_gmt":"2023-03-03T08:28:02","guid":{"rendered":"https:\/\/developer.kore.ai\/v10\/?p=55284"},"modified":"2023-03-03T09:50:41","modified_gmt":"2023-03-03T09:50:41","slug":"adding-genesys-chat-as-a-channel","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/","title":{"rendered":"Adding Genesys Chat 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>The Kore.ai XO Platform now allows you to add <b>Genesys Chat<\/b> 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.<\/p>\n<p>With the <b>Genesys Chat<\/b> integration on the Kore.ai XO Platform, you can achieve the following:<\/p>\n<ul>\n<li>Set up the <i>REST API<\/i>  and authorization flow for events and conversations.<\/li>\n<li>Link the app to the Kore.ai XO Platform using the app\u2019s credentials.<\/li>\n<li>Deploy the VAs and transfer conversations to the <b>Genesys Agent System<\/b>.<\/li>\n<li>Leverage various templates like <i>Button<\/i>, <i>Quick Replies<\/i>, and <i>Bullets List<\/i> provided by Genesys for message formatting.<\/li>\n<li>Accept any attachments in the chat messages that Genesys supports.<\/li>\n<\/ul>\n<p>After the integration, you can do the following:<\/p>\n<ul>\n<li>Track Virtual Assistant conversations.<\/li>\n<li>Listen to new messages from Genesys Chat.<\/li>\n<li>Have VAs post and respond to messages in Genesys Chat conversations.<\/li>\n<li>Have VAs handle incoming notifications from your apps into Genesys Chat.<\/li>\n<\/ul>\n<p>To set up <b>Genesys Chat<\/b> as a channel, you should create an account on the <a href=\"https:\/\/genesyspartner.force.com\/customercare\/RequestAccount\" rel=\"noopener noreferrer\" target=\"_blank\">Genesys Cloud<\/a> Platform and enable a <i>webhook<\/i> for the platform to receive messages.<\/p>\n<p>The steps to add the channel are summarized below:<\/p>\n<ol>\n<li><a href=\"https:\/\/developer.kore.ai\/v10\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/#Step_1_Create_a_Bot_Connector\" rel=\"noopener noreferrer\" target=\"_blank\">Create a Bot Connector<\/a>.<\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/#Step_2_Link_the_Virtual_Assistant_to_the_Bot_Connector\" rel=\"noopener noreferrer\" target=\"_blank\">Link the Virtual Assistant to the Bot Connector<\/a>.<\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/#Step_3_Create_an_Inbound_Message_Flow\" rel=\"noopener noreferrer\" target=\"_blank\">Create an inbound message flow<\/a>.<\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/#Step_4_Configure_the_Messenger_SDK\" rel=\"noopener noreferrer\" target=\"_blank\">Configure the Messenger SDK<\/a>.<\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/#Step_5_Enable_the_Channel\" rel=\"noopener noreferrer\" target=\"_blank\">Enable the Channel<\/a>.<\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10\/docs\/bots\/channel-enablement\/adding-genesys-chat-as-a-channel\/#Step_6_Publish_the_Bot\" rel=\"noopener noreferrer\" target=\"_blank\">Publish the Bot<\/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>A <b>Bot Connector service<\/b> enables your bot to exchange messages with the <i>Genesys Agent System<\/i> configured on the Kore.ai XO Platform by using industry-standard <i>REST<\/i> and <i>JSON<\/i> over HTTPS.<\/p>\n<ol>\n<li>Log in to the <b><a href=\"https:\/\/login.mypurecloud.com\/#\/authenticate\" rel=\"noopener noreferrer\" target=\"_blank\">Genesys Developer Portal<\/a><\/b>.<\/li>\n<li>Create a Bot Connector with the steps below:<\/li>\n<\/ol>\n<ul>\n<li>Navigate to <b>Admin<\/b> > <b>Integrations<\/b> on the left menu.<\/li>\n<li>Click the <b>Configuration<\/b> tab.<\/li>\n<li>On the Kore.ai XO Platform, navigate to <b>Deploy<\/b> > <b>Channels<\/b> > <b>Genesys Chat<\/b>.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303090806\/genesys-1.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303090806\/genesys-1.png\" alt=\"\" width=\"500\" height=\"350\" class=\"alignnone size-full wp-image-55296\" \/><\/a><\/p>\n<li>Copy the <b>Webhook URL<\/b> from the <b>Configurations<\/b> section.<\/li>\n<li>Paste it in the <b>Value<\/b> field of the <b>Properties<\/b> section under <b>Configuration<\/b> on the <b>Genesys Chat<\/b> Portal.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303092801\/genesys-2.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303092801\/genesys-2.png\" alt=\"\" width=\"500\" height=\"400\" class=\"alignnone size-full wp-image-55299\" \/><\/a><\/p>\n<\/ul>\n<ol start=\"3\">\n<li>Create an app on the Kore.ai XO platform. A JWT Token is created with the <i>clientId<\/i> and <i>clientSecret<\/i> credentials. To create an app, follow the steps below:<\/li>\n<\/ol>\n<ul>\n<li>Click the <b>Create App<\/b> link under the <b>Configurations<\/b> section of the <b>Genesys Chat<\/b> Channel.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303093028\/genesys-3.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303093028\/genesys-3.png\" alt=\"\" width=\"500\" height=\"300\" class=\"alignnone size-full wp-image-55302\" \/><\/a><\/p>\n<li>Follow the steps mentioned <a href=\"https:\/\/developer.kore.ai\/v10\/docs\/bots\/channel-enablement\/adding-the-webmobile-client-channel\/\">here<\/a>.<\/li>\n<\/ul>\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>\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<ol start=\"4\">\n<li>Copy the <b><i>Client Secret<\/i><\/b> value of the app you\u2019ve created.<\/li>\n<li>Navigate to the <b>Configuration<\/b> > <b>Credentials<\/b> page, and click <b>Change<\/b>.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303093222\/genesys-4.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303093222\/genesys-4.png\" alt=\"\" width=\"500\" height=\"400\" class=\"alignnone size-full wp-image-55305\" \/><\/a><\/p>\n<li>Paste the copied <b><i>Client Secret<\/i><\/b> in the <b>Value<\/b> field when the <b>Change Credentials<\/b> window appears.<\/li>\n<li>Click OK.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303093434\/genesys-5.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303093434\/genesys-5.png\" alt=\"\" width=\"500\" height=\"400\" class=\"alignnone size-full wp-image-55308\" \/><\/a><\/p>\n<\/ol>\n<p>Your Bot Connector is created successfully!<\/p>\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_2_Link_the_Virtual_Assistant_to_the_Bot_Connector\">Step 2: Link the Virtual Assistant to the Bot Connector<\/span><\/h2>\n<p>To upload the schema of the VA to the bot connector, link the two using <a href=\"https:\/\/developer.dev-genesys.cloud\/developer-tools\/#\/api-explorer\" rel=\"noopener noreferrer\" target=\"_blank\">this API<\/a>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303093717\/genesys-6.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303093717\/genesys-6.png\" alt=\"\" width=\"500\" height=\"400\" class=\"alignnone size-full wp-image-55311\" \/><\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Step_3_Create_an_Inbound_Message_Flow\">Step 3: Create an Inbound Message Flow<\/span><\/h2>\n<p>To create an inbound message flow after connecting your VA to the Bot Connector, follow the steps below:<\/p>\n<ol>\n<li>Navigate to <b>Admin<\/b> > <b>Architect<\/b> on the <b>Genesys Bot Connector<\/b> page.<\/li>\n<li>Click the <b>Flows: Inbound Message<\/b> tab.<\/li>\n<li>Click the Add button.<\/li>\n<li>In the <b>Create \u2018Inbound Message Flow\u2019<\/b> window, enter the values for the required fields.<\/li>\n<li>Click <b>Create Flow<\/b>.<\/li>\n<\/ol>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303094001\/genesys-7.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303094001\/genesys-7.png\" alt=\"\" width=\"500\" height=\"400\" class=\"alignnone size-full wp-image-55314\" \/><\/a><\/p>\n<p>After creating the Inbound Message Flow, follow the steps below:<\/p>\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> > <b>Toolbox<\/b> > <b>Bot<\/b>.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303094209\/genesys-8.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303094209\/genesys-8.png\" alt=\"\" width=\"500\" height=\"350\" class=\"alignnone size-full wp-image-55317\" \/><\/a><\/p>\n<li>Select the bot connector and the relevant Bot from the list.<\/li>\n<li>Enter values for the given fields.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303094400\/genesys-9.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303094400\/genesys-9.png\" alt=\"\" width=\"500\" height=\"350\" class=\"alignnone size-full wp-image-55321\" \/><\/a><\/p>\n<li>Click <b>Publish<\/b> on the top panel.<\/li>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"Step_4_Configure_the_Messenger_SDK\">Step 4: Configure the Messenger SDK<\/span><\/h2>\n<p>After creating the inbound messaging flow, you should configure and deploy the messenger with the steps below:<\/p>\n<ol>\n<li>Navigate to <b>Admin<\/b> > <b>Message<\/b> > <b>Messenger Deployments<\/b>.<\/li>\n<li>Enter the values for <b>Name<\/b> and <b>Description<\/b>.<\/li>\n<li>Set <b>Status<\/b> to <i>Active<\/i>.<\/li>\n<li>For <b>Select your Configuration<\/b>, select the <i>Messenger Configuration<\/i> to assign it to the deployment.<\/li>\n<li>For <b>Restrict Domain Access<\/b>, select <i>Allow all domains<\/i>.<\/li>\n<li>For <b>Select your Architect Flow<\/b>, select your Message Flow created in the previous step.<\/li>\n<li>Click <b>Save<\/b>.<br \/>The system routes the message sent by the user via the <b>Genesys Messenger<\/b> to the message flow.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303094726\/genesys-10.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303094726\/genesys-10.png\" alt=\"\" width=\"500\" height=\"450\" class=\"alignnone size-full wp-image-55325\" \/><\/a><\/p>\n<li>Paste the script generated in the messenger deployment on the HTML page where you want to add the <b>Genesys Messenger<\/b>.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303094936\/genesys-11.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10\/wp-content\/uploads\/sites\/30\/20230303094936\/genesys-11.png\" alt=\"\" width=\"500\" height=\"400\" class=\"alignnone size-full wp-image-55328\" \/><\/a><\/p>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"Step_5_Enable_the_Channel\">Step 5: 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 Chat<\/b> Channel by following the steps below:<\/p>\n<ol>\n<li>Navigate to <b>Deploy<\/b> > <b>Channels<\/b> > <b>Genesys Chat<\/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_6_Publish_the_Bot\">Step 6: Publish the Bot<\/span><\/h2>\n<p>After enabling the channel and verifying all the configurations, you can test the new channel integration by publishing your virtual assistant. <a href=\"https:\/\/developer.kore.ai\/v10\/docs\/bots\/publish\/publishing-bot\/\" rel=\"noopener noreferrer\" target=\"_blank\">Learn more<\/a>.<\/\/p><\/p>\n<p>To learn more about working with messaging channels within the Kore.ai XO Platform, please see <a href=\"https:\/\/developer.kore.ai\/v10\/docs\/bots\/channel-enablement\/adding-channels-to-your-bot\/\" rel=\"noopener noreferrer\" target=\"_blank\">Channel Enablement<\/a>.<\/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>\n","protected":false},"excerpt":{"rendered":"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...","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\/wp-json\/wp\/v2\/posts\/55284","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/developer.kore.ai\/v10\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/developer.kore.ai\/v10\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10\/wp-json\/wp\/v2\/users\/21"}],"replies":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10\/wp-json\/wp\/v2\/comments?post=55284"}],"version-history":[{"count":9,"href":"https:\/\/developer.kore.ai\/v10\/wp-json\/wp\/v2\/posts\/55284\/revisions"}],"predecessor-version":[{"id":55331,"href":"https:\/\/developer.kore.ai\/v10\/wp-json\/wp\/v2\/posts\/55284\/revisions\/55331"}],"wp:attachment":[{"href":"https:\/\/developer.kore.ai\/v10\/wp-json\/wp\/v2\/media?parent=55284"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10\/wp-json\/wp\/v2\/categories?post=55284"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10\/wp-json\/wp\/v2\/tags?post=55284"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}