> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Genesys Cloud integration

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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:

1. [Genesys Cloud setup](#genesys-cloud-setup) — create a queue, an inbound message flow, and a deployment in Genesys Cloud Admin.
2. [Artemis project configuration](#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

<Steps>
  <Step title="Create a queue">
    1. Go to **Admin** > **Contact Center** > **Queues**.
    2. Create or select the target queue.
    3. Note the exact **queue name** — it's case-sensitive and must match what you enter in Artemis.
    4. Assign agents to the queue and configure its service level and routing rules.
  </Step>

  <Step title="Create an inbound message flow">
    1. Go to **Admin** > **Architect**.
    2. Create an inbound message flow that transfers to the queue created above.
    3. Add a **Transfer to ACD** action and select the target queue.
    4. Save and publish the flow.
  </Step>

  <Step title="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   |
  </Step>

  <Step title="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.`.
  </Step>

  <Step title="Note your Organization ID">
    Go to **Admin** > **Account Settings** > **Organization Settings** and copy the **Organization ID**.
  </Step>
</Steps>

***

## Artemis project configuration

1. Go to **Project** > **Integration** > **Agent Desktop** > **Genesys Cloud**.

2. Select **Connect**. The **Connect Genesys Cloud** configuration dialog opens.

3. 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](#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](#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](#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>`. |

4. Click **Create Connection**.

5. Use the Genesys Cloud integration for Agent Transfer routing: <br />
   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). |

## Verify the connection

1. Trigger an agent transfer in the test conversation in your Artemis project.
2. Open Genesys Cloud **Agent Desktop** and accept the incoming interaction from the configured queue.
3. 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](#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. |

**Related articles:**

* [Transfer sessions](/agent-platform/transfer-sessions)
* [Escalate to a human agent](/agent-platform/escalate)