Genesys SMS

Learn to set up a Genesys SMS communication channel for your application in your NLX workspace

The Genesys SMS channel requires a one-time integration in your workspace before the channel can be created.

Step 1: Create Genesys SMS channel

  • Navigate to Channels tab of your application

  • Expand Genesys SMS option

  • Select + Create channel

  • Click Create channel

Before proceeding to Step 2, create a build and deploy your application.

Step 2: Post deployment

Once your application is deployed in NLX, log in to your Genesys instance.

  1. From your Genesys instance, go to Admin > Architect

  2. Select Inbound Call Flow

  3. Complete all necessary fields > Click Create Flow

  4. Once in the Call Flow, click Reusable Tasks in the left pane

  5. Select Add action here > Click Toolbox > Call Lex V2 Bot

  6. Call via API the putIntegrationsBotconnectorIntegrationIdBots function using the Genesys SDK. The endpoint is /api/v2/integrations/botconnector/{integrationId}/bots

    {
		"chatBots": [
			{
				"id": "11095674-46cc-4a87-b0bb-385b317ad547",
				"name": "Tricon SMS Dev",
				"versions": [
					{
						"version": "prod",
						"supportedLanguages": [
							"en-us"
						],
						"intents": [
							{
								"name": "Success"
							},
							{
								"name": "Escalation"
							}
						]
					}
				]
			}
		]
	}

  7. Choose your application name (thanks to Step 6) from the dropdown

  8. For the Initial Intent Name field, select the Intent you want to trigger initially (e.g., Welcome)

  9. Under Input, enter the following three inputs:

  • Enter nlx_botUrl in Key Name field > Retrieve URL from the deployment details link in your NLX workspace for Variable to Assign field

  • Enter nlx_conversationID in Key Name field > Add the Call.ConversationID Genesys variable to the Variable to Assign field

  • Enter nlx_customerNumber in Key Name field > Add the Call.Ani Genesys variable to the Variable to Assign field

  1. Under Outputs, enter nlx_action in Key Name field and Flow.nlx_action in Variable to Assign field

  2. You may act on the Flow.nlx_action to to escalate to a human agent. To achieve this, set the following parameters:

    • Name: Decision

    • Expression: Flow.nlx_action=="ESCALATE"

Need more context? See official Genesys documentation

Optional Genesys SMS field

  • API key: Matched against the HTTP headers from the application

Need context on the other fields? See Manage channels

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