Genesys

Learn to set up a Genesys communication channel for your bot in NLX's Dialog Studio

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 Dialog Studio, 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

Once your bot is deployed in Dialog Studio, 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. Choose your bot name from the dropdown. If deployed correctly, the Bot Alias dropdown should have Genesys

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

  8. Under Input, enter the following three inputs:

  • Enter nlx_botUrl in Key Name field > Retrieve URL from the deployment details link in Dialog Studio 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"

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)

After setup is complete, your flow should resemble this within your Genesys console:

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 bot channels

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