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There are two possible configurations for a Genesys connector:

• Web messaging:

  • Websocket based communication
  • Pure text and Rich content
  • NLP analytics

• Open messaging:

  • Webhook based communication
  • Note: Only pure text is supported
  • NLP analytics

Web Messaging

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

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

You will also need to copy your Deployment Key from your Messenger Deployment:

Next, 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

• Genesys messaging channel: Web messaging (websocket)

• AWS Region: Your AWS region in Genesys cloud (If you are unsure, contact your Genesys Administrator)

• Deployment ID: Deployment Key from Genesys (see above)

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

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.

You have to 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.

https://***client***.botiumbox.com/api/inbound?APIKEY=***APIKEY***

Enter the Outbound Notification Webhook URL in Open Messaging integration in Genesys cloud as shown in the following screenshot

Then from the Open messaging url, the ID of your Open messaging integration must be copied into Botium:

E.g.: https://apps.mypurecloud.com/directory/#/admin/messaging/platforms/open-messaging/details/1234d005-b06a-7890-bf12-34c567cdc890

Finally the Client ID and Client Secret info must be copied into Botium.

Once completed, your Botium configuration should be completed as per the screenshot example below.

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 below:

Now you can check your connectivity and if the connectivity test is successful, click Save to save your configuration in Botium.

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

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

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 the process is finished and the Test Set is generated.

Permissions for OAuth client credentials