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How to Setup a Connector to a Genesys Environment

To Setup a Connector to a Genesys Environment, follow the steps here.

Refer to the full list of Botium Connectorsfor more information on supported Connectors and their capabilities.

There are two possible configurations for a Genesys connector. Follow the instructions for the appropriate configuration:

  1. Web messaging:
    • Websocket based communication
    • Pure text and Rich content
    • NLP analytics
  2. Open messaging:
    • Webhook based communication
      Note: Only pure text is supported
    • NLP analytics

Web Messaging

  1. First, you need to deploy your chatbot by following the available Genesys documentation at the following URL

    https://help.mypurecloud.com/articles/deploy-messenger/

  2. Then copy your Deployment Key from your Messenger Deployment:

  3. In Botium, create a new chatbot, and select Genesys from the Connector/Chatbot Technology dropdown menu. In the Genesys Settings that appear, enter the following information:

    1. Genesys messaging channel: Web messaging (websocket)
    2. AWS Region: Your AWS region in Genesys cloud (If you are unsure, contact your Genesys Administrator)
    3. Deployment ID: Deployment Key from Genesys (see above)
    4. Check your connectivity to the Genesys Environment with a "SAY HELLO" and if you receive a response, click Save to save your configuration.

Open Messaging

Note:

Before starting to configure a Genesys connector that uses Open Messaging, you must first configure an Open messaging integration in Genesys cloud, and create client credentials.

  1. Copy the Genesys Outgoing Webhook URI from Botium and paste it into the Outbound Notification Webhook URL in your Open Messaging integration within the Genesys cloud.
    Note: Genesys Outgoing Webhook URI in Botium will be formatted as follows https://***client***.botiumbox.com/api/inbound?APIKEY=***APIKEY***
  2. Enter the Outbound Notification Webhook URL in Open Messaging integration in Genesys cloud as shown in the following screenshot.

  3. Then, from the Open Messaging url, the ID of your open messaging integration must be copied into Botium.
    Note: Example: https://apps.mypurecloud.com/directory/#/admin/messaging/platforms/open-messaging/details/1234d005-b06a-7890-bf12-34c567cdc890
  4. Next, the Client ID and Client Secret info must be copied into Botium.

  5. In Botium, create a new chatbot, and select Genesys from the Connector/Chatbot Technology dropdown menu. In the Genesys Settings that appear, enter the following information:

    1. Genesys messaging channel: Open messaging (webhook)
    2. AWS Region: Your AWS region in Genesys cloud (If you are unsure, contact your Genesys Administrator)
    3. Outgoing Webhook URI: You have to configure your Genesys Open Messaging channel to use this URL as Outbound Webhook URL
    4. API Key: Choose an API Key to generate the Outgoing Webhook URI
    5. Open Messaging Integration ID: This is the ID of the open messaging integration.
    6. Client ID: Enter the client ID from the Genesys OAuth integration
    7. Client Secret: Enter the client secret from the Genesys OAuth integration
    8. Optional:
      • Add Inbound Message-flow Name
      • Add Bot-flow Attribute Name
    9. Click the SAVE button to save your configuration in Botium.


  6. Next, in Genesys Cloud you have to bind your inbound message flow and the Open messaging integration that you have created (as Inbound Address) together. You can do it in the Message Routing page as shown here:

  7. Your task is now complete. If you wish to test the connection you can use the SAY HELLO (CHECK CONNECTIVITY) option seen is the last step of the Botium Chatbot Configuration above (step 5i)

Enable NLP Analytics

Independently from the messaging channel you use if you enable NLP analytics, you have to provide the following fields:

  • Client ID - same as in open messaging channel

  • Client Secret - same as in open messaging channel

  • Inbound Message Flow Name - you can find it among the inbound message flows on Architect page in Genesys cloud

Once a successful configuration has been tested and saved in Botium, the following additional features will be activated:

  • Intent Resolution

  • Intent Confidence Score

  • Alternate Intents

  • Entity Resolution

  • Entity Confidence Score

Tip: We recommend being cautious with enabling NLP analytics because it can negatively influence the performance of the chatbot response time.

Conversation Model Downloader

Once you have successfully created your Genesys chatbot configuration, you can then use the Conversation Model Downloader feature in the Botium Test Data Wizard.

You have to provide information in the following fields here to be able to download the conversation model:

  • Client ID - same as in open messaging channel

  • Client Secret - same as in open messaging channel

  • Inbound Message Flow Name - same as in enable NLP analytics

Tip: It is recommended to select a specific Bot Flow, because this way you will have a rather clear picture e.g. in Similarity Visualization.
Once the required fields are completed correctly, click on Download and wait a little while until the process is finished, and the Test Set is generated.

Permissions for OAuth client credentials

  • architect:flow:view

  • languageUnderstanding:nluDomainVersion:view

  • dialog:botVersion:view

  • conversation:message:receive

  • messaging:integration:allPermissions

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