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Available from version 253

Adding the Genesys Handover

The Genesys integration allows you to seamlessly hand over conversations from SentiOne Automate to live agents in Genesys Cloud. This enables a smooth transition when complex queries require human intervention.

Prerequisites for Genesys

Before setting up the Genesys handover integration, ensure you have:

• Administrative access to your Genesys Cloud organization
• Permission to create OAuth clients and manage integrations in Genesys Cloud

Prerequisites for SentiOne Automate

Before setting up the Genesys handover integration, ensure you have:

• Permission to edit Channels

Step 1: Role and Permissions Setup

Create Role with Required Permissions

1. Navigate to Admin Settings

   • Log in to your Genesys Cloud organization
   • Go to Admin > People & Permissions > Roles / Permissions

2. Add New Role

   • Click Add Role
   • Name: Enter a descriptive name (e.g., "SentiOne Automate Role")
   • In Permissions tab, select the following permissions:
     • Conversation > Communication > Transfer
     • Conversation > Message > Receive
     • Messaging > Integration > View
     • Routing > Queue > View
   • Click Save & Continue
   

3. Assign Role Membership

   • Search for your user
   • Select user
   • Select division

     ❗️

     Remember to use the same division throughout the whole process of creating Genesys Handover

   • Click Save

4. Save Role

   • Click Save

Step 2: OAuth Client Setup

Create OAuth Client in Genesys Cloud

1. Navigate to Admin Settings

   • Navigate to Admin > Integrations > OAuth

2. Create New OAuth Client

   • Click Add Client
   • App Name: Enter a descriptive name (e.g., "SentiOne Automate Integration")
   • Select Client Credentials as the grant type
   • In Roles tab, select the role created in Step 1

3. Save and Record Credentials

   • Click Save to create the client
   • Important: Copy and securely store the Client ID and Client Secret
   • These credentials will be needed for WebChat channel configuration

Step 3: WebChat Channel Configuration

Open WebChat Channel Configuration Form

1. Navigate to SentiOne Automate
   • Go to Channels tab
   • Click Create and choose WebChat
   • Expand section Handover to Agent
   • Choose Application handling redirects > Genesys
   • Copy URL under Webhook URL for Genesys and use it in Step 4

Step 4: Messaging Configuration

Enable Messaging Integration

1. Access Platform Settings

   • Navigate to Admin > Message > Platforms in Genesys Cloud
   • Click Create New Integration
   • Choose Open Messaging

2. Configure Open Messaging

   • Name: Enter a descriptive name (e.g., "SentiOne Automate WebChat Messaging")
   • Outbound Notification Webhook URL: Copy this URL from WebChat channel configuration form from Step 3
   • Outbound Notification Webhook Signature Secret Token: Enter a unique secret key that will be used to sign webhook notifications. This key should be randomly generated, at least 32 characters long, and kept confidential. SentiOne Automate will use it to verify the authenticity of webhook requests.
   • Save the configuration and note the integration details for later use

Step 5: Queue Management

Navigate to Queue Settings

1. In Genesys Cloud, go to Admin > Contact Center > Queues

Create Bot Queue

1. Create New Bot Queue
   • Click Create Queue
   • Name: Enter descriptive name (e.g., "SentiOne Automate WebChat Bot Queue")
   • Division: Select appropriate division (same as in previous steps)
   • This queue will handle initial bot interactions

Create Agent Queue

1. Create New Agent Queue

   • Click Create Queue
   • Name: Enter descriptive name (e.g., "SentiOne Automate WebChat Agent Queue")
   • Division: Select appropriate division (same as in previous steps)

2. Configure Queue Members

   • Open the created agent queue
   • Navigate to Members tab
   • Select agent(s) responsible for handling messages on this queue

Step 6: Architect Flow Configuration

Create Handover Flow

1. Access Architect

   • Navigate to Admin > Architect > Inbound Message

2. Create New Flow

   • Click Add to create new inbound message flow
   • Name: Enter descriptive name (e.g., "SentiOne Automate Flow")
   • Division: Select appropriate division (same as in previous steps)

3. Configure Flow

   • Create flow with the following blocks:
     • Start: Configure initial message handling
     • Add Transfer to ACD:
       • Drag and drop "Transfer to ACD" action
       • Queue Selection: Select the bot queue created in Step 5
   

4. Publish Flow

   • Click Publish to make the flow active
   • Confirm publication and note the flow is now live

Step 7: Message Routing Setup

Configure Routing Rules

1. Access Message Routing

   • Navigate to Admin > Routing > Message Routing

2. Create Routing Configuration

   • Click Attach New Address to a Flow
   • Select Flow: Choose the flow created in Step 6
   • Select Addresses: Choose the Open Messaging integration from Step 4
   • Confirm Configuration: Verify the routing is correctly set up

Step 8: Complete WebChat Channel Configuration

Finalize Integration in SentiOne Automate

1. Complete WebChat Channel Configuration
   • Use the OAuth credentials from Step 2
   • Use the Webhook Secret from Step 4
   • Select appropriate Region for your Genesys Cloud
   • Choose the integration from Step 4