Genesys Live Chat

Yellow.ai Integration with Genesys Live Chat allows you to seamlessly connect your genesys service with the yellow.ai platform.

note

We recommend this integration if you are using Genesys on-prem solution otherwise you should use Genesys PureCloud integration as that would be the latest version from Genesys.

Integrating Genesys Live Chat

1. In Development/Staging environment, go to Extensions > Integrations > Live chat > Genesys Connect Live Chat.

   

2. In Give account name, enter a unique name for the integration. You can use only lowercase alphanumeric characters and underscores (_).

   

3. Configure the other details based on the description provided in the following table:

   Option	Description
   Genesys host	The host address for the Genesys Live Chat service. It typically includes the URL or IP address where the service is hosted.
   Service name	The name of the Genesys Live Chat service that your integration will connect to.
   Send attachment as link	Choose Enable to send attachments sent during the chat as links; keep it Disabled to directly embed them in the chat interface.
   Insecure Connection	Enable this option to allow the integration to establish connections with the Genesys Live Chat service using insecure protocols such as HTTP. Disabling it ensures that only secure connections (HTTPS) are permitted (default option).
   Agent inactivity	Choose whether the system to monitor agent activity during the chat session. Enabling it lets you monitor, while disabling it means no tracking of agent activity.
   Agent inactivity timeout (in milliseconds)	If agent inactivity monitoring is enabled, this setting specifies the duration of inactivity (in milliseconds) after which the system will consider an agent as inactive.
   Customise chat headers	This allows you to customize the headers displayed within the chat interface. Enable it to personalize the appearance of the chat window or to include specific information relevant to your organization or branding. Customize the header using the following options.
   Update agent name	Update or customize the name displayed for the agent in the chat interface.
   Update agent description	Customize the description associated with the agent in the chat interface.
   Update agent avatar	Update the avatar or profile picture associated with the agent in the chat interface.

4. Click Connect.
5. To add another account, click + Add account and follow the above mentioned steps to add each of them. You can add a maximum of 15 accounts.

Add Genesys Live Chat to bot conversation

You can use Raise ticket node to create a conversation with Genesys agent and once conversation initiates the user can talk to the agent.

In the Studio > Build, to add a node where you want to integrate Genesys Live Chat, follow these steps:

1. Navigate to the desired point in a flow where you want to add the Genesys Live Chat node.

2. Add a new node and select Integrations > Raise Ticket. You will see Raise ticket configuration screen.

   

3. In Live chat agent, choose Genesys live chat.

4. Configure other necessary details.

info

Use Ticket-closed in the Raise Ticket node to perform specific actions when a live chat closes, instead of using the ticket-close event.

Limitations

• In this integration, only text messages from both sides are supported.

Reference

API Documentation