Help Center

How is AgentBot integrated with Genesys PureCloud?

With this integration you will be able to resolve your users' queries through AgentBot and provide human assistance through Genesys PureCloud when transfer rules are met. It works for referral, not only from the web channel, but also from Facebook Messenger and WhatsApp.

If you would like to integrate with Genesys you can request assistance from your CSM in Aivo, or contact support@aivo.co .  Remember that the licenses compatible with AgentBot are Genesys PureCloud 2 and 3. See Requirements for Integration.  

How does it work?

When the transfer rules are met, the conversation is transferred to an agent in Genesys, while always maintaining the same interaction window.  The agent will receive all the history of the conversation with AgentBot in order to get all the information about how the user's query is developing.

The conversation ends if the agent terminates it, or if the user closes the window. In Genesys, the agent will receive the indication "chat ended". The customer will receive a message that the conversation with the agent is over and can continue chatting with the virtual agent.

Important: In order for the virtual assistant to indicate to the user the name of the agent that is going to take care of him when making the transfer, it is necessary to edit the "person_agent" section and the "name" field from the Genesys platform. Otherwise, the message that will be displayed will be "null is now available to answer your query".

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Limitations and Scope of Integration 

-In the answer it is possible to use bold and italic format. In addition, in the Facebook Messenger and Whatsapp channels, it's also possible to use the underlined format.

-The PureCloud platform does not support image exchange, so if this type of file is sent, the image's URL will be shown as a link for the agent to receive.  

-If the user sends audio messages from WhatsApp or Facebook Messenger, these will be passed to text so that the agent can receive and answer them.

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