Help Center

Integrating Genesys 8.5

By implementing this integration your Virtual Assistant will be able to solve your users' problems along with the human assistance that Genesys version 8.5 GSM provides (Genesys Skills Management).  This will happen whenever referrals are made by rule or by direct response.

Considerations

-The integration only applies to version 8.5 

-It works in the following channels: Web, Facebook Messenger and WhatsApp, the latter via integration with Sunshine (formerly Smooch).

-When the transfer has finished, the agent attending Genesys will receive the conversation history that he just had with the bot. 

-This version of Genesys can not send or receive files. For that, it is necessary to use the integration with Genesys Cloud.

-Once the referral is made, everything that happens afterwards is controlled by Genesys. 

Important: At the moment the option to create the integration through the platform is not available, so you need to request it from your Customer Success Manager or from the Support team.

What data do you need to send to perform the integration? 

-URL of the chat Api.

-Security credentials to connect (if you have them).

You can get more information by entering the Genesys site

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