Integration with the Genesys platform

Edit online

You can enable Agent Assist in Genesys platform to enhance live agent. You can work with Agent Assist for Genesys chat that watsonx Orchestrate supports.

Before you begin

Preview: This feature is currently available only in preview.

You must meet the following prerequisites before you begin the integration:

  • You hold an Administrator or Builder role for creating agents in watsonx Orchestrate instance.
  • You have a Genesys Cloud account with access to Genesys Architect in the correct region to log in to Genesys Cloud Portal.
  • You hold an Admin role in your Genesys Cloud organization. For details, see Roles and permissions overview.
  • You must have watsonx Orchestrate ADK configured to point to your Orchestrate instance. For details, see Configure access to remote environments.

Configuring for agent assist mode

In Agent Assist mode, a human agent handles customer interactions while an AI agent that passively monitors the conversation and provides real-time insights through the embedded Genesys dashboard to improve service quality and efficiency. This integration involves two steps:
  • Step-1: Building an agent for human interaction routing
  • Step-2: Integrating watsonx Orchestrate with Genesys from Genesys Dashboard UI
Step-1: Building an agent for human interaction routing
  1. Build an agent in your watsonx Orchestrate instance.
  2. Upload the required files or connect to content repositories to add knowledge to your agent by using the Knowledge source.
  3. In the Toolset page:
    • Configure the required tools to help your agent take appropriate action. For more information, see Building tools.
    • Identify the agents to whom your agent can delegate tasks. For more information, see Adding a collaborator agent.
  4. Click Deploy.
  5. From the main menu, click Discover.
    • Select your deployed agent.
    • From the Configuration details tab of your agent, copy the Agent ID and save it for later use.
Step-2: Integrating watsonx Orchestrate with Genesys from Genesys Dashboard UI
  1. Set up Genesys credentials by using the ADK. See, https://developer.watson-orchestrate.ibm.com/connections/customer_care/customer_care_platform
  2. Log in to the Genesys Dashboard with required credentials.
  3. Click Admin > Integrations > Add Integration .
  4. Search for Interaction and install the Interaction widget.
  5. On the Integrations window, click Details.
  6. In the Integration Name, give an appropriate name for the integration.
  7. On the Configuration tab, provide the following details:
    • Mandatory parameters
      1. Application URL

        The host name is either the watsonx URL, for SaaS example, https://dl.watson-orchestrate.ibm.com/wxochat/agentAssistEmbed.html or the CDN copy https://chat.global.watson-orchestrate.ibmappdomain.cloud/agentAssist/agentAssistEmbed.html.

        In the above example URL, https://dl.watson-orchestrate.ibm.com/wxochat/agentAssistEmbed.htmlpart is static and you must not change this part.

        You must provide the following mandatory query parameters in the hostUrl, when you try to embed it as an iframe.

        Parameter name Parameter value to be passed How to get the parameter values
        hostUrl your_host_url Use your cluster URL. For on-prem or SaaS: For example, https://dl.watson-orchestrate.ibm.com/
        orchestrationID your_tenant_id This value comes from the About menu in Orchestrate. For on-prem, this is the instance ID. For SaaS, this is part of the crn ID, for example: 20231212-1344-0453-1060-81b5d9f51157_20231212-1519-5765-5072-e3558b5b810b from crn crn:v1:aws:public:wxo:us-east-1:sub/20231212-1344-0453-1060-81b5d9f51157:20231212-1519-5765-5072-e3558b5b810b::..
        agentId your_agent_id Use the Agent ID that you obtained from Configuration details tab of your agent.
        agentEnvironmentId your_agent_environment_id Refer to Getting values from Browser Developer tools
        conversationId {{gcConversationId}} No action as Genesys substitutes this value with the current conversationId
        cc_config.app_id connection ID returned by command ins step 1 Run the command in step 1

        Note: Chat must be loaded from only an iframe. You might get an error if you try to access it directly.
      2. Iframe Sandbox Options

        allow-scripts, allow-same-origin, allow-forms, allow-modals

      3. Iframe Feature Permission Policy

        clipboard-write

    • Optional parameters

      Use the following recommended options:

      1. Group Filtering

        Give the name of the group whose members can see this application. For example, XXX-AA-QA, XXX-AGENT-ASSIST

      2. Queue Filtering

        Give the name of the interaction widget. For example, XXX-AA-QA

      3. Communication Type Filtering

        chat, webmessaging, call, line

      4. Workitem Filtering

        False (default)

  8. Click Save > Activate.