Agent AI Integration with Genesys Cloud CX

Documentation Index

Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt

Use this file to discover all available pages before exploring further.

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Definitions

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Architecture Diagrams

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Interaction Sequence

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Activities on Platform

• Capture AI Agent information in Kore Data Table
• Access Custom Data and Secure Custom Data in AI Agent

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Activities on Genesys Cloud

• Generate Oauth ID to enable Kore Services to Connect with Genesys
• Create an Interaction Widget in Genesys for Agent AI
• Provide Interaction Widget Access to Agents
• Create a Queue in Genesys

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Chat Setup

• Create/Update Architect Inbound Message Flow in Genesys for the Agent Queue
• Create Messenger Configuration
• Create Messenger Deployment
• Steps to start a Chat Request Simulation

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Voice Setup

• (Optional) Install Audiohook for Voice Streaming
• Create/Update an Architect Inbound Call Flow in Genesys for the Agent Queue
• Steps to start a Voice Request Simulation

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Prerequisites

• Genesys Administrator with access to a Genesys Cloud account with Admin rights.
• Platform Administrator with access to Agent AI instance.

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Capture AI Agent Information

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Genesys Data Table

1. Sign in to Genesys Cloud.
2. Go to Admin > Architect > Data Tables.
3. Create a new Data Table by clicking + Add:
4. Enter a relevant name, such as KoreaiAA-configuration, and then click Save.
   You must set the Reference Key label to agentAssist. The Interaction Widget uses this value to load the configuration data.
   5. Click the pencil icon to edit a data table.
      Don’t click on the data table name.
5. Click Add Field under Custom Fields to create five custom fields to provide the AgentAssist configuration. Set the data type of all custom fields as String.
6. Add the custom fields with Bot details.
7. Follow these conventions in the table for other custom fields. Use the exact names, including upper/lower case.

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Third-Party Configuration

• Create a record in Third Party Configuration for Agent AI Bot1, setting the Queue Identifier as Queue1.
• Create a record in Third Party Configuration for Agent AI Bot2, setting the Queue Identifier as Queue2.

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Kore Data Table

• The system fetches AI Agent credentials based on Genesys desktop queue names. If the Genesys queue name is of the <QUEUEIDENTIFIER><QDELIMITER>XXXXX format, for example ALPHAINC_CUSTOMERSERVICE_16092024, then:
• QueueIdentifier = ALPHAINC and qDelimiter = _.
• Update the QueueIdentifier in the Kore Data Table.
• Update the qDelimiter in the Create an Interaction Widget in Genesys for Agent AI section.

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How to create a new Data Table

1. Sign in to AI for Service.
2. Click Data > Data Tables.
3. Click New Table.
4. Enter the following details in the New Table page:
   1. Name of the Data Table (any alphanumeric name).
   2. Description of the Data Table.
   3. Columns to include in the Data Table. Click the check mark to add multiple columns. Add the following case-sensitive columns with type string: Mandatory Columns:
      • QueueIdentifier (unique identifier for the table)
      • BotId
      • ClientId
      • ClientSecret
      • AgentAssistWidgetURL
      • AudiohookEnabled
      • JWEPublicKey
      Optional Columns:
      • KvpConfig
      • Algorithm (HS256)
      • RSPrivatePem (Ignore/Not Supported)
      • isAgentAISDK
   4. Indexes for the table.
      • Index Name for reference.
      • Is Unique flag to define if the index contains unique values. (Turn on is Unique.)
      • Column & Sort Order - List of columns to include in the index; you can select multiple columns and specify the sorting order (ascending or descending) for each column. (Select QueueIdentifier with ascending order.)
   5. AI Agent Assignments (not applicable).
   6. App Assignments to let apps access data in this table.
      1. Select any app from the list, or click Create New App and enter your app name:
      2. Select the Read, Write, and Delete permissions, as required.
         You can also create new apps by clicking Data > Apps > New App in the home page:
         
   7. Process Assignments (not applicable).
5. Click Create to create the new data table.

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Insert data into Data Table

1. Sign in to AI for Service.
2. Click Data > Apps.
3. Select the App with write access to the Data Table where you want to add information.
4. Copy Client ID and Client Secret of the App.
5. Create a JWT Token using the Client ID and Client Secret by following this doc.
6. Insert the following data into the Data Table by following this doc. Use the JWT Token you created. API Body Payload Structure:
   {
       "data": {
           "QueueIdentifier": <Unique QueueIdentifier>,
           "BotId": <Kore BotId>,
           "ClientId": <Kore ClientId>,
           "ClientSecret": <Kore ClientSecret>,
           "AudiohookEnabled": `true` / `false`,
           "AgentAssistWidgetURL": <Kore Agent AI Widget URL>,
           "KvpConfig": <KVPs of SecureCustomData>,
           "JWEPublicKey": <Public Key assigned to Client App>,
           "Algorithm": "HS256"
       }
   }
   

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Generate Oauth ID to enable Kore Services to Connect with Genesys

1. Sign in to Genesys Cloud.
2. Go to Admin > Integrations > OAuth.
3. Click Add Client.
4. Enter the app name, description, and token duration in the App Name, Description, and Token Duration fields.
5. Select Token Implicit Grant (Browser) in the Grant Types section.
6. Add {Agent AI URL}/koreaiaa-genesys/ in the Authorized redirect URIs field.
7. Add the following list of scopes in the Scope section:
   • conversations
   • conversations:readonly
   • integrations
   • integrations:readonly
   • messaging
   • messaging-platform
   • messaging-platform:readonly
   • messaging:readonly
   • notifications
   • user-basic-info
   • web-chat
   • web-chat:readonly

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Create an Interaction Widget in Genesys for Agent AI

1. Sign in to Genesys Cloud.
2. Click Admin > Integrations.
3. If you haven’t created an Interaction Widget for Agent AI, install a new Interaction Widget by clicking the Integrations tab.
4. Name the Interaction Widget with a meaningful name, such as KoreaiAA Interaction Widget.
5. Open the Interaction Widget by clicking the name.
6. Go to the Configuration tab of the Interaction Widget.
7. In the Application URL field, enter the following structure:
   {Agent AI URL}/koreaiaa-genesys/?conversationid={{gcConversationId}}&lang={{gcLangTag}}&environment={{gcHostOrigin}}&genesysid=<genesys-oauth-Id>&x_passthru_metadata=<Token>&showWidget=true/false&sendEventsToVG=true/false
   
   • x_passthru_metadata is an optional query parameter that you need to pass custom data to Agent AI.
   • showWidget: Determines whether the Agent AI widget appears during agent transitions.
     • Set to true to display the widget for Agent 1, if Agent 1 exits and Agent 2 takes over the conversation.
     • Set to false if you don’t want the widget to appear during these transitions.
   • sendEventsToVG: Determines whether the system sends events to VG to pause or resume transcriptions when agents put a call on hold or resume it. This helps reduce Automatic Speech Recognition (ASR) costs by avoiding transcription of hold music from Genesys.
     • Set to true to allow the new Audiohook flow for transcriptions, which uses the configurations under the Advanced Settings.
     • Set to false to continue using the old Audiohook flow for transcriptions.

1. For the oauthId value, use the OAuth ID from the Generate Oauth ID section.
2. Build x_metadata:
   1. Sign in to AI for Service.
   2. Click Data > Data Tables, and copy the Data Table name:
   3. Click Apps, and click one of the app names with read access:
   4. Copy the Client ID and Client Secret values.
   5. Create a JWT Token using the Client ID and Client Secret by following this doc.
   6. Generate a JSON object with the following structure, and then convert it into a URL-encoded string:
      {
       "datatable": {
         "name": <paste datatable name>,
         "token": <paste token created in previous step>,
         "qDelimiter": <Paste the special character used in the queue name to distinguish the QueueIdentifier from the remaining part of the queue name>
       }
      }
      Website for url encoding - urlencoder
      
      Reference:
   7. Copy the URL-encoded string and paste it as the x_metadata value.
3. Allow all permissions in iFrame Sandbox Options and iFrame Feature/Permission Policy: iFrame Sandbox Options: allow-forms,allow-modals,allow-popups,allow-presentation,allow-same-origin,allow-scripts,allow-downloads. iFrame Feature/Permission Policy: camera,microphone,geolocation,clipboard-write,display-capture,fullscreen. Communication Type Filtering: chat and call.

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Provide Interaction Widget access to agents

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Group Membership

1. Use an existing group, if your agents are already part of it. Otherwise, create a new group for Agent AI permission.
2. Name the group KoreAA-Agents or a similar name to distinguish it.
3. Add any agent to allow them to use the Agent AI functionality. You can use multiple groups.
4. Go back to the Integrations section and open the Interaction Widget you created in the Create an interaction widget section.
5. On the Configuration tab, add access using the group you identified or created for Agent AI in the Group Filtering option. You may also use Queue Filtering (optional).

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Custom Role/Permission

1. Sign in to Genesys Cloud.
2. Go to Admin > People & Permissions > Roles / Permissions.
3. Click Add Role to create a new role.
4. Give a distinctive name to the role; for example, KoreaiAA Agent.
5. On the Permission tab, search for Conversation > Transcription > View, and add (select the box):
   The Conversation permission is available only in the CX3 license.
   The Assigned Permissions view looks like the following image:
6. Click the three dots at the right end of the Permission role, and select Change Membership. Add the appropriate agents to the role.

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Create a Queue in Genesys

1. Sign in to Genesys Pure Cloud.
2. Go to Admin > Contact Center > Queues, or enter queues in the search bar under the Admin section and press the Enter key.
3. Click Create Queue. An empty page to create a new queue appears on the right side of the page.
4. Enter/select the following details in the Create Queue page:
   • Name: Enter a unique name for the new queue.
   • Division: Select a division in which you want to place this queue.
   • Copy settings and members from (Optional): Select an existing queue name, if you want to copy the settings and members from it.
   • Peer Id (optional): Enter a unique ID the system can use to identify the queue from an external platform.
5. Click Save.

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Enabling the Audio Monitoring toggle

1. Sign in to Genesys Pure Cloud.
2. Go to Admin > Contact Center > Queues, or enter queues in the search bar under the Admin section and press the Enter key.
3. Click the intended queue name.
4. Click the Voice tab.
5. Turn on the Audio Monitoring toggle. Audio Monitoring: Voice settings on a Queue have an additional Audio Monitoring option, separate from Voice Transcription. This gives you control over which features you turn on. Audio Monitoring activates in the queue only if your organization activates Audiohook Monitor.

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Chat Setup

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Create/Update Architect Inbound Message Flow in Genesys for the Agent Queue

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Steps to create a chat architect flow

1. Sign in to Genesys Cloud.
2. Go to Admin > Architect > Architect.
3. Click the three dots next to Flows: Inbound Call, and select Inbound Message.
4. Click +Add to create an Inbound Message Flow.
5. Click Create Flow. The final architect flow looks like the following screenshot:
6. Click Publish.

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Create Messenger Configuration

1. In Genesys Cloud, go to Admin > Message > Messenger Configurations.
2. Click New Configuration.
3. Enter a name and description.
4. Click the Appearance tab and complete the following information:
   • Under Select your Supported Languages, click the Select language(s) list and choose the languages that you want to support in the Messenger interface.
     You must configure the same language in Kore AI Agent.
     
   • Under Select Default Language, click the Select language list and choose the default language.
   • Adjust the other settings according to your preferences.
5. Click the Apps tab and complete the following steps:
   • Under Clear Conversation, turn the toggle on. You need this for the Agent AI Conversation Summary feature to work.
   • Adjust the other settings according to your preferences.
6. Click Save New Version to create a new version.

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Create Messenger Deployment

1. In Genesys Cloud, go to Admin > Message > Messenger Deployment.
2. Click New Deployment.
3. Enter a name and description.
4. Under Select your Configuration, click Select Configuration to select a version of a Messenger configuration you created in the previous step to assign to this deployment.
   • In the Assignment pane, navigate to the Messenger configuration you want to assign to the configuration, and click the name of the Messenger configuration.
   • Select the version that you want to assign.
   • Click Save.
5. Under Restrict domain access, determine whether to allow all domains or restrict the domains on which you want to deploy the snippet.
   • To allow all domains, select Allow all domains. (Use this option for testing and development purposes.)
   • To restrict domains, enter a domain and click Add Domain. You can add multiple domains to the list. Restrict domains to prevent unauthorized usage of your snippet from unknown domains. If you restrict a domain, Messenger doesn’t run on that website and rejects API requests from that domain.
6. Under Select your Architect Flow, select the inbound message flow created in the previous steps.
7. Click Save. The Messenger Deployments page now displays the snippet and the deployment key.
8. Copy the Messenger snippet and deploy the Messenger snippet to your website.
   • If you are building a custom Messenger, copy the deployment key.
     The Messenger window appears after the website page loads.

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(Optional) Install Audiohook for Voice Streaming

1. In Genesys Cloud, go to Admin > Integrations > Integrations.
2. Enter audiohook in the search bar. Audiohook integration requires specific configuration values to support Agent AI configuration.
3. Install a new audiohook app by clicking Integrations on the upper-right corner.
4. Open the Audiohook, and go to the Configuration tab.
   1. Channel value should be both.
   2. The Connection URI format should be similar to wss://{Voice Gateway}/audiosocket/genesys/?sipuri=xxx&token=xxx&botId=xxx&accountId=xxx&agentassist=true.
   • Add multiBot=true parameter to it to use multiple Agent AI bots with different queues.
   • Configure the SIP of any of the bots inserted in the Data Table.
   • Get the Voice Gateway host name from the corresponding environment you use at SaaS or on-prem.
5. Follow these steps to get the Connection URL:
   1. Go to Agent AI > Flows & Channels > Voice Gateway > SIP Numbers > Configure SIP Trunk.
   2. Select Agent AI in the Product Selection section.
   3. Select Genesys Audiohook in the Select the SIP Trunk connection method dropdown list.
   4. Click Copy next to the Connection URL field.
6. Add the following details in the Advanced tab:
   {
     "environment": <genesys-environment(For example: mypurecloud.com)>,
     "oauthClientId": <genesys-oauth-id>,
     "koreDomainURL": <Agent AI URL>,
     "oauthClientSecret": <genesys-oauth-secret>,
     "sendEventsToVG": `true`,
     "botId": <Bot-ClientID>,
     "token": <JWT-token-created-in-previous-step-using-Bot-ClientID-and-ClientSecret>
   }
   
   Create an OAuth using the Client Credentials grant type, and use the resulting Client ID and Client Secret for configuration.
   
7. Add credentials in the Credentials tab.
8. Use the ClientID and ClientSecret of the AI Agent you used while configuring the Audiohook. The system uses these credentials to validate the audio stream signature.
9. Click Save.

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Create/Update Architect Inbound Call Flow in Genesys for the Agent Queue

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Steps to create a call architect flow

1. In Genesys Cloud, go to Admin > Architect > Architect.
2. Click +Add to create an Inbound Call Flow.
3. Click Create Flow. The final architect flow looks like the following screenshot:

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Access Custom Data and Secure Custom Data in AI Agent

• Welcome Events in the Agent AI configuration page
• Dialog Tasks in the Agent AI automation page

var cd = JSON.parse(context.sessiinternalMetaDataon.UserContext.customData.internalMetaData);

print(cd.\<key\>);

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Post Installation Setup

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Steps to start a Chat Request Simulation

1. Sign in to Genesys Developer Applications.
   To start chat simulation, you must have access to the Genesys Developer portal (an account with Genesys).
   
2. Click Web messenger, select the Deployments, and then click Start Chat to initiate the chat request.
3. Enter a message on the Message Us window, and then click the Send icon.
4. Turn on the On Queue toggle on the upper-right corner of the page. A new chat notification appears on the Genesys Agent Desktop.
5. Accept the conversation by clicking Answer on the left panel.
6. Select the Interaction Widget icon to view the Agent AI widget.

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Steps to start a Voice Request Simulation

1. In Call Routing, assign the Architect flow you created in Step-4 to a Genesys phone number.
2. Initiate a call using this Genesys phone number. A new call notification appears on the Genesys Agent Desktop.
3. Accept the conversation by clicking Answer on the left panel.
4. Select the Interaction Widget icon to view the Agent AI widget.

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Set default contextual panel to Kore Agent AI Interaction Widget

1. In Genesys Cloud, click Admin.
2. Click Panel Manager under the Contact Center section. This opens the Default Contextual Panel.
3. Select the interaction widget name in both Voice and Web Messaging field dropdown lists (refer to step-4 of Create an Interaction Widget in Genesys for Agent AI).
4. Click Save.
   Reload the Genesys Agent Desktop before testing this latest change.

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Support for Agent Transfer

• Cold Transfer: A cold transfer occurs when one agent hands over a conversation to another, applicable across Voice, Chat, and Email channels. The system generates a new conversation summary for the receiving agent and adds it to Agent-1’s Assist tab, along with feedback options. Agent-2 can modify the summary feedback for Voice and Email channels.
• Warm Transfer: A warm transfer is like a conference call between two agents, applicable to Voice and Chat channels. During the transfer, Agent-2 can modify the summary feedback. However, the Run, Override, Send, Copy, Terminate, Restart, and List View buttons remain unavailable until Agent-1 disconnects from the call.

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Switch to Agent AI SDK (Optional)

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Kore Data Table Change

1. Go to the Kore Data Table.
2. Click on the name of the Data Table.
3. Add a new column to the existing data table as isAgentAISDK and data type as string.
4. Click Create/Update (for existing table configuration).

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Insert/update data into Data Table

    {
        "data": {
            "QueueIdentifier": <Unique QueueIdentifier>,
            "BotId": <Kore BotId>,
            "ClientId": <Kore ClientId>,
            "ClientSecret": <Kore ClientSecret>,
            "AudiohookEnabled": "true" / "false",
            "AgentAssistWidgetURL": <Kore Agent AI Widget URL>,
            "KvpConfig": <KVPs of SecureCustomData>,
            "JWEPublicKey": <Public Key assigned to Client App>,
            "Algorithm": "HS256",
           "isAgentAISDK": "True"
        }
    }

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XO 11 Configuration Notes