Genesys Integration


Floatbot Integration with Genesys Live chat 

The purpose of this documentation is to guide you about how to connect Floatbot with Genesys Live Chat. However, you can skip certain steps if you already have the relevant credentials. For example, if you have Client ID and Client Secret, you can simply skip Creating OAuth step. 

Creating OAuth

Step 1: Log into your Genesys Account

Step 2: Go to Admin

Step 3: Select OAuth from the Integrations/OAuth panel 

Step 4: Click on Add Client

Step 5: Put the following information in the input fields in the Client Details tab

        Name: Choose a name of your choice, e.g., Floatbot Chatbot

        Description: Give a meaningful description of your choice

        Token Duration: 172800

        Grant Types: Select the Client Credentials button from the option

Step 6: Once you select Client Credentials, a new tab Roles will appear next to the Client Details tab

Step 7: Click on the Roles tab and assign yourself the Master Admin role


Step 8: Click on the Save button below the tabs

Once you click on the Save button, Client ID and Client Secret will appear in the Client Details tab

Creating Platform

Step 1: Log in to Floatbot Account

Step 2: Click on the Bot Builder of your bot

Step3: Click on the Configure option

Step 4: Click on the Agent Chat Settings option

Step 5: Click on the Agent Settings

Step 6: Select Genesys from the Agent Type panel

Step 7: Click on Chat

Step 8: Fill in the details

        Message Deployment ID:

        Genesys PureCloud Region:

        Client ID:

        Client Secret:

        Queues: Depending on your Genesys integration, you can mention your queue ids.

Floatbot will subscribe to those queues for receiving events related to agents

Step 9: Copy Genesys Webhook URL and Webhook Signature Secret Token

Step 10: Go to your Genesys Account

Step 11: Go to Admin

Step 12: Select Platforms from the Message panel

Step 13: Click on Create New Integration

Step 14: Click on Open Messaging

Step 15: Fill up the input fields

        Name:

        Outbound Notification Webhook URL:

        Outbound Notification Webhook Signature Secret Token:

Step 16: Click on the Save button

 

 

 

Creating Actions

Step 1: You can download the Ready-to-test API file from <here> 

Step 2: Log in to Genesys PureCloud 

Step 3: Go to Admin 

 

Step 4: Click on Actions from the Integrations panel 

Step 5: Click on Import 

Step 6: Click on Browse and then on Import Action after selecting the JSON file 

 

Creating Architects

Floatbot IVA Configuration

Step 1: Download Floatbot Inbound_v1-0.i3InboundFlow from <here> 

Step 2: Open Genesys PureCloud and go to Admin  

Step 3: Select the Architect option from the Architect panel 

Step 4: Click on Add and create a new Architect 

Step 5: Fill out the details in the Create ‘Inbound Call Flow’ tab 

        Name: 

        Description: 

        Default Language: 

        Division: 

Step 6: Click on the Flow Options dropdown 

Step 7: Click on Import 

Step 8: Import Floatbot Inbound_v1-0.i3InboundFlow into this Architect 

2. Escalate to Agents

Step 1: Download Agents_v1-0.i3InboundFlow from <here> 

Step 2: Create a new Architect as shown in the previous section: Floatbot IVA Configuration 

(Admin => Architect => Add => Create Flow 

Step 3: Import Agents_v1-0.i3InboundFlow into this Architect 

Step 4: Click on New Task1 under Starting Task 

Step 5: Click on Call Data Action from the workflow 

Step 6: Fill in your credentials in the given Input Fields as shown below 

 

For Customer ID and Floatbot Token,  

Go to Bot Builder --> Configure --> Agent Chat Settings --> Turn on Agent chat settings --> Select Genesys --> Select Voice  

3. Creating Site

Step 1: Go to Admin 

Step 2: Click on Sites from Telephony 

Step 3: Click on Create New 

Step 4: Fill in the appropriate details 

        Site Name: Give an appropriate name 
        Location: Please select your PVC location from the dropdown 

        Time Zone: Select the appropriate time zone 

        Media Model: Select the media model 

Step 5: Click on Create Site 

Step 6: Go to the Number Plans tab 

Step 7: Click on New Number Plan 

Step 8: Fill in the details 

        Number Plan Name: Floatbot 

        Match Type: E.164 Number List 

       Start Number and End Number: Get numbers from the floatbot team and click on + to save them. There be two numbers – one to connect with the bot, another to escalate to an agent 

Step 9: Click on Save Number Plans 

Step 10: Go to the Outbound Routes tab 

Step 11: Click on New outbound Route 

Step 12: Fill in the appropriate details 

        Outbound Route Name: Choose an appropriate name 

        Description: Give it an appropriate description 

        State: Enabled 

        Classification: Select the classification that we created for the new Number Plan 

        Distribution Pattern: 

        External Trunk: Select the appropriate Trunk (we will learn how to create a trunk in the next section) 

Step 13: Click on the Save Outbound Route button 

Creating Trunk

Step1: Click on Trunks 

Step 2: Click on Create New 

Step 3: Fill in the following details 

        External Trunk Name: Floatbot Trunk 

        Type: Generic BYOC Carrier 

        Inbound SIP Termination Identifier: Create a unique identifier, e.g., floatbot.your_organization_name 

Scroll Down to SIP Servers or Proxies 

        Host Name or IP Address: 152.70.127.52 

        Port: 5060 

Scroll down to SIP Access Control 

Add the same IP address here - 

Step 4: Click on Save External Trunk 

Setting Up DID Numbers  ​​

Step 1: Click on DID Numbers under Telephony 

Step 2: Go to DID Ranges 

Step 3: Click on Create Range 

Step 4: Fill up the details in the Create Range fields 

        DID Start: Number received from the Floatbot team to connect to the bot 

        DID End: Number received from the Floatbot team to escalate to an agent 

        Service Provider: Floatbot 

Step 5: Click on the Save button 

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