Genesys

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

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

Step 1: Create Genesys channel

In NLX, create a Genesys channel for your bot under the Channels tab:

Expand Genesys option
Select + Create channel
Choose your Genesys workspace integration from the Integration dropdown
Click Create channel

Before proceeding with Step 2, create a build and deploy your bot.

Step 2: Post deployment

Any information to be shared from the NLX bot with Genesys should be passed via a Node payload. Node payload fields will be available as Genesys outputs named nlx_payload_{FIELD_NAME)

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

From your Genesys instance, go to Admin > Architect
Select Inbound Call Flow
Complete all necessary fields > Click Create Flow
Once in the Call Flow, click Reusable Tasks in the left pane
Select Add action here > Click Toolbox > Call Lex V2 Bot
Choose your bot name from the dropdown. If deployed correctly, the Bot Alias dropdown should have Genesys
For the Initial Intent Name field, select the Intent you want to trigger initially (e.g., Welcome)
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

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

The following field is optional to the Genesys channel:

API key: Matched against the HTTP headers from the bot

Need context on the other fields? See Manage channels

Last updated 3 days ago

Step 2: Post deployment

Any information to be shared from the NLX bot with Genesys should be passed via a Node payload. Node payload fields will be available as Genesys outputs named nlx_payload_{FIELD_NAME)

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

From your Genesys instance, go to Admin > Architect

Select Inbound Call Flow

Complete all necessary fields > Click Create Flow

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

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

Choose your bot name from the dropdown. If deployed correctly, the Bot Alias dropdown should have Genesys

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

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

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

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.