Five9 integration

Back to list of integrations For secure, bidirectional communication between the AI application and live representatives, you can integrate Five9 Virtual Contact Center with an Artemis project. The integration requires:

1. Five9 setup — configure a Campaign (Five9’s queue equivalent) that agents can log into.
2. Artemis project configuration using the tenant name, campaign name, and auth mode from Five9. Set it as the default Agent Transfer route.

After the configuration is complete, Artemis routes escalated conversations to the configured Five9 Campaign, and a live Five9 agent can pick up the interaction from their agent desktop with full conversation context carried over. Important considerations

• Authentication modes: The integration supports two auth modes — anonymous (authenticates using only the tenant name, no stored Five9 user credentials, recommended default) and supervisor (authenticates using a dedicated Five9 username and password). Each transfer performs a fresh authentication against Five9; Artemis does not cache or reuse tokens across conversations.
• Agent availability check: Before creating a conversation, Artemis checks whether any agent is logged into the configured Campaign. If none are available, the transfer is blocked and the end user sees: “We are currently unable to service your request. Please contact us during normal business hours.” The conversation then continues with the bot.

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Prerequisites

• Access to Five9 VCC Admin for your tenant.
• Supervisor auth only: a dedicated Five9 user (username and password) created in Five9 VCC Admin > User Management.
• Artemis project access with permission to open Project > Integration, and Project Settings > Agent Transfer.

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Five9 setup

For more details on the setup steps, refer to the Five9 documentation for Admin Console > Create Inbound Campaigns ↗.

1. Log in to Five9 VCC Admin.
2. Create a new Inbound Campaign:
   • Go to Campaigns > Add Campaign.
   • Configure the campaign settings, ensuring it is enabled for chat/messaging.
   • Note the exact Campaign Name.
3. Log in at least one agent to the campaign:
   • Go to Users > User Management.
   • Select an agent and log them into the campaign.

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Configure the Connection in Artemis

1. Go to Project > Integration > Agent Desktop > Five9.
2. Select Connect. The Connect Five9 configuration dialog opens.
3. Configure the following fields:

   Artemis connection field	Notes
   Connection Name	A friendly name to identify this connection, such as My Five9.
   Tenant Name	Your Five9 tenant name, such as your-tenant.
   Campaign Name	Five9 Campaign for inbound routing. Must match an active Campaign with agents logged in.
   Host (optional)	Five9 API host. Defaults to app.five9.com if left empty.
   Auth Mode	Enter anonymous or supervisor.
   Username (optional)	Required for supervisor auth mode.
   Password (optional)	Required for supervisor auth mode.
   Callback URL (optional)	Override webhook callback URL — auto-generated if left empty. Leave empty unless you have a specific reason to override it.

4. Click Create Connection.
5. Use the Five9 integration for Agent Transfer routing:
   Go to Project Settings > Agent Transfer > Default Routing > Connection and select the integration.

When an agent escalates a conversation, Artemis routes it to the configured Five9 Agent Desktop system.

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Verify the connection

1. In Five9, make sure at least one agent is logged into the configured Campaign — otherwise the transfer will be blocked with the “unable to service your request” message.
2. Trigger an agent transfer in a test conversation in your Artemis project.
3. Open the Five9 agent desktop and accept the incoming interaction.
4. Confirm that messages sent from the test conversation appear on the agent side, and that agent replies appear back in the Artemis conversation.

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Troubleshoot integration issues

Related articles:

• Transfer sessions
• Escalate to a human agent