Genesys Open Messaging

Back to messaging or digital channels Deploy your agent through Genesys Cloud Open Messaging. Connect your Genesys Open Messaging integration to the platform by configuring the required provider details, authentication, and signed webhook.

Webhook Connection Token and Webhook Signature Secret are different. The connection token identifies the connection through the webhook URL, while the signature secret verifies the authenticity of incoming requests.

Create or select an Open Messaging integration in Genesys Cloud

Select the Genesys Cloud organization

Sign in to the Genesys Cloud organization that owns the Open Messaging integration. Select the correct Genesys region because the platform uses it to connect to the corresponding Genesys Platform API host.

Create or select an Open Messaging integration

In Genesys Cloud, create or select the required Open Messaging integration and copy its Integration ID.

Do not use a Bot Connector Stream ID, Audio Connector integration ID, organization ID, or OAuth client ID.

Create a Genesys Auth Profile

Create an active Auth Profile for the Genesys connector using OAuth 2.0 Client Credentials or Bearer authentication. The platform uses this profile for outbound Genesys Platform API calls.

Configure the required permissions

Ensure that the Genesys OAuth client has the permissions required to send Open Messaging inbound messages, structured responses, and receipts.Use separate clients, integrations, and Auth Profiles for development and production environments.

Integrate the Genesys Open Messaging connection

Open the New Genesys Open Messaging Connection dialog

Open Artemis, select the required project, and go to Deployments -> Channels -> MESSAGING -> Genesys Open Messaging -> + New.

Enter the connection details

Enter the required provider and authentication details.

Field	Description
Display Name	A label for the connection, for example `Genesys Open Messaging Production`. Up to 255 characters.
Genesys Region	The region that hosts your Genesys Cloud organization.
Organization ID	The identifier for your Genesys Cloud organization.
Integration ID	The Open Messaging Integration ID.
Activation Mode	Select Diagnostics only initially to validate the connection before processing live traffic.
Delivery Mode	Keep External bridge unless a different delivery mode is explicitly required. External bridge is the standard bot-facing channel — it’s what makes the connection available to the Genesys Open Messaging agent-transfer handoff.
Genesys Auth Profile	An active Auth Profile configured for the Genesys integration.

The Integration ID is used as the external identifier for outbound provider calls. The selected Auth Profile must be active and configured for the Genesys integration.

Complete common connection settings

Field	Description
Environment	Select an environment to follow its active deployment, or leave the default to use the working copy.
Provider Verification Strength	Weak is the default. Choose Strong only for channels or providers whose identity assertions you trust for stronger continuity and linking decisions.
Initial Status	Active connections can be used immediately. Inactive connections stay saved but disabled until you activate them.

Create the connection

When you create the connection, the platform generates the following values.

Value	Description
Webhook Connection Token	Identifies the connection and is included in the connection-specific webhook URL.
Webhook Signature Secret	Verifies incoming webhook requests using HMAC-SHA256.

Copy the generated webhook endpoint and signature secret before closing the confirmation screen. These values are required when configuring the Genesys Open Messaging integration.

Configure the webhook in Genesys Cloud

Add the connection-specific webhook URL

In your Genesys Open Messaging integration, enter the complete public HTTPS webhook URL generated for the connection.The URL must include the connection token. The generic webhook path cannot identify the required connection.

Configure the webhook signature secret

Enter the Webhook Signature Secret generated by the Artemis as the signature secret for the Genesys integration.

Do not use the Genesys OAuth client secret or the Webhook Connection Token as the signature secret.

Configure request signing

Incoming requests must be signed using HMAC-SHA256 over the exact raw request body. Runtime validates the signature before processing the request.Do not parse and reserialize the request body before signature validation because changing the request bytes can cause a valid signature to fail.

Test the connection

Once the channel is created, select it, then go to the Testing tab.

Validate the webhook signature

Open the connection’s testing or diagnostics area and run the signature validation. This confirms that the configured signature secret and supported signature format are correct.

Test an inbound message

Run the inbound message diagnostic and confirm that Runtime resolves the connection and processes the incoming message correctly.

Test delivery or read receipts

Run the receipt diagnostic to confirm that the Auth Profile can authenticate and communicate with the configured Genesys receipt endpoint.

Enable live conversations

After all diagnostics pass, change Activation Mode to Enabled. Test a live message, a quick reply, and a follow-up message in the same Genesys conversation.

Manage the channel connection

Opening a connection from Deployments -> Channels -> MESSAGING -> Genesys Open Messaging shows six tabs: Overview, Credentials, Configuration, Deployment, Testing, and Activity.

Overview
Credentials
Configuration
Deployment
Testing

The Connection Summary shows these fields.

Field	Description
Status	For example: Active
Created	Timestamp the channel was created
Updated	Timestamp of the last change
Environment	For example: `staging`
Source Type	`Channel Connection`
Source ID	Unique channel identifier (UUID)
Integration ID	The bound Open Messaging Integration ID, shown for reference.

Under Setup Instructions, the tab shows the connection-specific webhook endpoint to paste into the Genesys Open Messaging integration.

Credentials are saved and encrypted after creation; fields show placeholder text and accept new values only if you want to update them.

Field	Description
Use Auth Profile	Toggle on to authenticate through a saved Auth Profile.
Genesys Auth Profile	Picker to select or change the bound Auth Profile.
Webhook Signature Secret	Shown as (saved — enter to update); leave blank to keep the current value.

The Webhook Connection Token isn’t editable here — it’s embedded in the webhook URL and can’t be changed after creation. To rotate it, create a new connection.

Select Save to apply any changes.

Field	Description
Display Name	The connection’s label.
Provider Verification Strength	Weak or Strong — see Complete common connection settings.
Integration ID	The bound Open Messaging Integration ID.

Select Save Changes to apply any changes.

Field	Description
Environment	Selects which deployed version handles incoming messages.
Active Deployment	Shows the bound deployment version and date, or a Working Copy warning if nothing has been deployed to this environment yet.

Select Save Changes after switching the environment or version.

The Diagnostics panel runs the checks described in Test the connection.

Field	Description
Last Success / Last Failure	Timestamps of the most recent diagnostic outcomes.
Endpoint	The webhook endpoint under test.
Signature Secret	The secret used to sign the test request.
Customer ID	The test conversation’s customer identifier.
Message	The test message body.
Originating Message ID	The test message’s originating ID.
Run Signature	Runs the webhook signature validation.
Run Inbound	Runs the inbound message diagnostic.
Run Receipt	Runs the delivery or read receipt diagnostic.

The Validation Evidence panel records the results and supporting evidence from those runs.

Field	Description
Validated At	Timestamp of the last passing validation.
Trace Count	Number of Runtime traces captured during validation.
Status	Overall validation status.
Operator Runbook Reference	Link or ID for the operator runbook used during validation.
Operator Dashboard Reference	Link or ID for the operator’s monitoring dashboard.
Operator Alert Reference	Link or ID for the operator’s alert configuration.
Runtime Trace IDs	Trace IDs captured during validation runs.
Sandbox Evidence References	Links or IDs for sandbox test evidence.
Summary	Free-text summary of the validation outcome.
Max Concurrent Sessions	Peak concurrent sessions observed during validation.
Packet Loss Percent	Observed packet loss during validation, if applicable.
Delivery Mode	The delivery mode validated (for example, External bridge).
Provider Conversation ID	The Genesys conversation ID used during validation.
Signature Diagnostic ID / Inbound Diagnostic ID / Receipt Diagnostic ID	IDs referencing each diagnostic run.
Automated Provisioning Verified	Whether automated provisioning was confirmed during validation.
Chat Round Trip P95 ms	The 95th-percentile round-trip latency observed during validation.

Get Started

Build

Test and Evaluate

Deploy

Analytics and Insights

References

Create or select an Open Messaging integration in Genesys Cloud

Integrate the Genesys Open Messaging connection

Configure the webhook in Genesys Cloud

Test the connection

Manage the channel connection

​Create or select an Open Messaging integration in Genesys Cloud

​Integrate the Genesys Open Messaging connection

​Configure the webhook in Genesys Cloud

​Test the connection

​Manage the channel connection

Create or select an Open Messaging integration in Genesys Cloud

Integrate the Genesys Open Messaging connection

Configure the webhook in Genesys Cloud

Test the connection

Manage the channel connection