How do I get the Integration ID and the message routing configuration?

To get the Integration ID you must create a new integration, see the article Create the integration.

NOTE: This procedure must be performed once for each queue you want to configure to receive user transfers.

Once you have created a new integration, perform the following steps to obtain your Integration ID:

Step 1: Go to this link and enter your Genesys Pure Cloud login credentials. Then click on the "Log on" button.

Step 2: On the screen that appears, click on ‘Administrator > Messaging > Platform > Open message Platform.

When creating a new integration, you will need to fill in the following fields:

Name: Name of the integration

Outbound Notification Webhook URL: purecloud-om.agentbot.net/purecloud-webhook

Supported Content Profile: Default

Outbound Notification Webhook Signature Secret Token: This field is not required by Aivo.

See the example:

Once the Integration is created, we move on to message forwarding.

NOTE: The "Integration Name" is important, because in case of any API failure, this name will be used in a secondary way for the service. See example:

Agent view:

User View:

Once the Integration is created, we move on to message routing.

Step 1: Create the FLOW where you will define what to do with incoming messages and where to forward them internally in Pure Cloud. To do this, log into your account via this link, then select the option: 'Admin > Architect'.

As can be seen in the image above ️ , the flow defines the queue to which incoming conversations will be forwarded.

Then, in 'Admin > Message Routing', this flow will be associated with the previously created integration.

As you can see in the image, on the right you select the flow and on the right the previously created integration.

The Integration ID should be provided to Aivo.