Genesys Integration

This document describes how to integrate a Genesys Web Messaging system with the Aisera Gen AI platform, using the Aisera Administration application (Admin UI).

Prerequisites

To pull records from Genesys, you need to create an Aisera Service User account that needs a minimum of Read-only or Read-Write access to the Genesys User, Ticket, and Knowledge Article tables. The Aisera Service User needs to log into your Genesys system to pull data from the pre-mapped User, Ticket, and Knowledge Article fields. Your Aisera team can use test tickets or knowledge articles to ingest and then determine the specific fields that are mapped, if your Genesys administrators want to restrict the access of the Aisera Service User to only those fields.

Gathering Credentials from your Genesys Platform

You have a working Genesys Web Messaging application on Genesys System. Customer needs to provide

1. Web Socket Address, this address is based on the region of the Genesys Web Messaging application. Genesys Cloud Developer Center

2. Deployment Id of the Web Messaging application

3. Genesys API access credentials

   a. Genesys API Server based on the region of the account, Genesys Cloud Developer Center b. Genesys Auth Server API based on the region of the account, Genesys Cloud Developer Center

   c. Client ID of the Genesys Account

   d. Client Secret of the Genesys Account (Genesys Admin Page => Oauth => your app with Client Credentials)

1. The Agent End Chat message

   1. Genesys Web Messaging doesn’t provide the event when the agent ends the chat. However, when there is no agent available, Genesys will send text message to show the chat is ended. This message will be used as the indicator that Genesys/agent ends the chat. For example, End of Chat - goodbye in the following screenshot.

Connecting Your Genesys System to the Aisera Platform

The first part of the Genesys integration involves connecting your Genesys system to your Aisera platform. This is done using the Settings > Integration command.

Before you begin, make sure you have a working Genesys Web Messaging application on a Genesys System.

To connect your Genesys system to your Aisera platform:

1. Choose Settings > Integration > + New Integration in the Aisera Administration application (Admin UI).

2. Type Genesys in the Search field.

1. Choose Next.

2. Add your Genesys Web Messaging credentials into the New Integration dialogs. (Acquire the settings for this section from your Genesys Web Messaging application. You will need the Web Socket Address, Deployment ID, and Genesys API access credentials. For more information on these see the Genesys Cloud Developer Center.)

See descriptions for these fields in the table below.

1. Enter the Client ID, Client Secret, and Access Token URL.

Depending on your use case, choose one of the following options to proceed: Live Agent Setup

Voice Bot Setup