Genesys Cloud integration

Back to list of integrations For secure, bidirectional communication between the AI application and live representatives, you can integrate Genesys Cloud CX Agent Desktop with an Artemis project. The integration requires:

Genesys Cloud setup — create a queue, an inbound message flow, and a deployment in Genesys Cloud Admin.
Artemis project configuration using the organization ID, deployment ID, and queue name from Genesys Cloud. Set it as the default Agent Transfer route.

After the configuration is complete, Artemis routes escalated conversations to the configured Genesys Cloud queue, and a live Genesys Cloud agent can pick up the interaction from their Agent Desktop with full conversation context carried over. Important considerations

Integration modes: The integration supports two modes — Web Messaging (Web Messaging API + Messenger Deployment, recommended) and WebChat (Guest Chat v2 API + Third-Party Widget Deployment). Choose the mode that matches the deployment you create in Genesys Cloud.
No OAuth: This is a configuration-only connection. Artemis authenticates to Genesys Cloud using the deployment and organization details entered during setup — there’s no auth profile to configure.

Prerequisites

Access to Genesys Cloud Admin with permission to create queues, inbound message flows, and deployments (Messenger or Widget).
Artemis project access with permission to open Project > Integration, and Project Settings > Agent Transfer.

Genesys Cloud setup

Create a queue

Go to Admin > Contact Center > Queues.
Create or select the target queue.
Note the exact queue name — it’s case-sensitive and must match what you enter in Artemis.
Assign agents to the queue and configure its service level and routing rules.

Create an inbound message flow

Go to Admin > Architect.
Create an inbound message flow that transfers to the queue created above.
Add a Transfer to ACD action and select the target queue.
Save and publish the flow.

Create a deployment

Which deployment you create depends on the integration mode you plan to use in Artemis.

Mode	Where to create it	What to copy
Web Messaging	Admin > Message > Messenger Deployments — create a deployment and attach it to the inbound message flow from step 2.	Messenger Deployment ID
WebChat	Admin > Contact Center > Widgets — create a Third Party widget and route it to the flow from step 2.	Widget Deployment Key

Note your region URLs

Genesys Cloud is region-specific. Confirm the URLs for your organization’s region.

Region	Login URL	WebSocket URL (Web Messaging)
US East / West	`https://login.mypurecloud.com`	`wss://webmessaging.mypurecloud.com/v1`
Germany	`https://login.mypurecloud.de`	`wss://webmessaging.mypurecloud.de/v1`
Ireland	`https://login.euw2.pure.cloud`	`wss://webmessaging.euw2.pure.cloud/v1`
Australia	`https://login.mypurecloud.com.au`	`wss://webmessaging.mypurecloud.com.au/v1`

You can also find your login URL in your browser’s address bar while signed in to Genesys Cloud Admin. The API URL is derived automatically by replacing login. with api..

Note your Organization ID

Go to Admin > Account Settings > Organization Settings and copy the Organization ID.

Artemis project configuration

Go to Project > Integration > Agent Desktop > Genesys Cloud.
Select Connect. The Connect Genesys Cloud configuration dialog opens.

Configure the following fields:

Artemis connection field	Source	Notes
Connection Name	Enter a unique connection name.	A friendly name to identify this connection, such as `My Genesys Cloud`.
Integration Type	Choose based on the deployment created in Genesys Cloud setup.	`messaging` — Web Messaging (recommended). `webchat` — Guest Chat v2 / Third-Party Widget.
Genesys Cloud Login URL	Genesys Cloud region URL. See Genesys Cloud setup.	Used to derive the Guest Chat API base URL for WebChat mode.
Organization ID	Genesys Admin → Account Settings → Organization Settings.	Copy exactly.
Deployment ID	Web Messaging: Admin → Message → Messenger Deployments. WebChat: Admin → Contact Center → Widgets → Third Party.	Must match the Integration Type selected above.
Queue Name	Genesys Admin → Contact Center → Queues.	Must exactly match the queue referenced by your Architect inbound message flow. Case-sensitive.
Genesys WebSocket URL (optional)	Genesys Cloud region URL. See Genesys Cloud setup.	Required for Web Messaging mode, such as `wss://webmessaging.mypurecloud.com/v1`.
Webhook Callback URL (optional)	Bring your own key.	ABL Runtime webhook for inbound agent events: `https://your-runtime/api/v1/agent-transfer/webhooks/genesys?tid=<tenantId>`.

Click Create Connection.
Use the Genesys Cloud 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 Genesys Cloud Agent Desktop queue.

Validation checklist

Validation item	Expected result
Create a Genesys Cloud queue	Queue is visible in Admin > Contact Center > Queues and has assigned agents.
Publish inbound message flow	Flow is published in Architect and transfers to the target queue.
Create a deployment	Messenger Deployment ID or Widget Deployment Key is available.
Create Artemis Genesys Cloud connection	Connection saved with a unique name, login URL, organization ID, deployment ID, and queue name.
Set default Agent Transfer route	Genesys Cloud connection is selected in Project Settings > Agent Transfer > Default Routing.
Initiate test transfer	Test conversation escalates without connection errors. See verify the connection.

Verify the connection

Trigger an agent transfer in the test conversation in your Artemis project.
Open Genesys Cloud Agent Desktop and accept the incoming interaction from the configured queue.
Confirm that messages sent from the test conversation appear on the agent side, and that agent replies appear back in the Artemis conversation.

Troubleshoot integration issues

Symptom	Likely cause	Recommended action
Connection fails with a “not configured” error	One or more required fields are missing from the connection	Re-open the connection and verify Organization ID, Deployment ID, and Queue Name are all filled in.
Transfer fails immediately in Web Messaging mode	Genesys WebSocket URL is missing	Add the region-specific WebSocket URL to the connection — required for the `messaging` integration type.
Genesys returns a 400 error when creating the conversation	Integration Type doesn’t match the deployment created	Confirm the Deployment ID belongs to the same mode selected in Integration Type, and switch modes if needed.
WebSocket connection is refused (403)	The Genesys deployment restricts allowed domains	In the deployment’s settings in Genesys Cloud, allow all domains or add the Artemis domain to the allow list.
WebSocket connection not found (404)	Wrong WebSocket URL for the region	Verify the region-specific endpoint against the region URLs table in Genesys Cloud setup.
Agent never receives the interaction	Queue Name doesn’t exactly match the queue referenced by the Architect inbound message flow	Confirm the queue name is spelled and cased exactly as in Genesys Admin > Contact Center > Queues, and that the flow is published.

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References

Genesys Cloud integration

Prerequisites

Genesys Cloud setup

Artemis project configuration

Validation checklist

Verify the connection

Troubleshoot integration issues

​Prerequisites

​Genesys Cloud setup

​Artemis project configuration

​Validation checklist

​Verify the connection

​Troubleshoot integration issues

Prerequisites

Genesys Cloud setup

Artemis project configuration

Validation checklist

Verify the connection

Troubleshoot integration issues