This integration allows the virtual assistant to resolve queries from its users in conjunction with human assistance from Genesys Engage, when rule transfer or direct response is performed.
Considerations
- The integration applies to version 8.5 GSM (Genesys Skills Management).
- It works on the Web, Facebook Messenger, WhatsApp and Instagram channels.
- You can request it through a Service Request.
- In the service request, you must send the URL data of the chat API and, if you have them, the security credentials to connect.
- When the transfer is done, the agent serving Genesys will receive the history of the conversation the user just made with the bot and everything that happens subsequently between the user and the agent is controlled by Genesys.
- You can get more information by visiting the Genesys website.
Important: Since we are not part of the Genesys technical support team, our assistance is limited to aspects that directly involve our platform:
✓ Creating the integration at the points relevant to our platform.
✓ Configuring conversation routing from the Virtual Assistant.
✓ Implementing pre-forms in the Virtual Assistant, if applicable, before the routing.
You should contact the official Genesys support team for any other technical questions or internal information related to Genesys.