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

oauth step3 1

Step 4: Click on Add Client

Add client step4

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

Client Details step5

        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

Master Admin step7

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

Agent Chat Settings

Step 5: Click on the Agent Settings

Agent Settings

Step 6: Select Genesys from the Agent Type panel

Genesys Agent Panel

Step 7: Click on Chat

Chat Agent Settings

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

Genesys Webhook URL

Step 10: Go to your Genesys Account

Step 11: Go to Admin


Step 12: Select Platforms from the Message panel

Platforms Msg Panel

Step 13: Click on Create New Integration

Create New Integration

Step 14: Click on Open Messaging

Open Messaging

Step 15: Fill up the input fields


        Outbound Notification Webhook URL:

        Outbound Notification Webhook Signature Secret Token:

Open Messaging Input Details

Step 16: Click on the Save button

 Open Messaging Save



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 

oauth step3

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 

Browse Imprt Action


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 



        Default Language: 


Inbound Call Flow

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 

New Task 1

Step 5: Click on Call Data Action from the workflow 

Call Data Action 1

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

 Customer id

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 

genesys 2 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 

Create Site

Step 6: Go to the Number Plans tab 

Number Plans

Step 7: Click on New Number Plan 

Number Plans

Step 8: Fill in the details 

New Number Plan

        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 

Save Number Plan

Step 10: Go to the Outbound Routes tab 

Outbound Routes

Step 11: Click on New outbound Route 

New Outbound Route

Step 12: Fill in the appropriate details 

New Outbound Route 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 

Save Outbound Routes

Creating Trunk

Step1: Click on Trunks 


Step 2: Click on Create New 

Create New 1

Step 3: Fill in the following details 

External Trunk 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 

External Trunk Details2

        Host Name or IP Address: 

        Port: 5060 

Scroll down to SIP Access Control 

External Trunk Details

Add the same IP address here - 

Step 4: Click on Save External Trunk 

Save External Trunk

Setting Up DID Numbers  ​​

Step 1: Click on DID Numbers under Telephony 

DID Numbers

Step 2: Go to DID Ranges 

DID Ranges

Step 3: Click on Create Range 

Create Ranges

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 

Create Range Save