Genesys Integration

Jelou integrates communication channels with Genesys, enabling users to:

Manage conversations from Genesys using communication channels connected in Jelou.
Transfer conversations and interaction context between Jelou and Genesys to ensure seamless and efficient support.
Escalate conversations to Genesys agents when needed.
Centralize conversation management in an integrated ecosystem between both platforms.

Prerequisites

To use the Genesys integration, you need:

An active Enterprise account on Jelou.
The Genesys node enabled on your account.
An active Genesys Cloud account with administrative permissions.
An OAuth client with permissions to consume Genesys Cloud APIs.
The channels and flows participating in the interoperability previously defined.

Install the app

Access the Brain module

Create a flow and add the Genesys node

Inside the Canvas, create a new flow according to your needs. For this example:

Add a text node and configure a welcome message for the channel.
From the node sidebar, drag the Genesys node into the flow.

It is recommended to add:

A confirmation message for successful transfers.
An error handling message in case of integration failure.

Configure roles in Genesys Cloud

Before configuring the integration, verify that the required roles for the OAuth client exist.Path: Menu > User Management > Roles and PermissionsThe roles will allow the OAuth client to access the resources and APIs used by the integration.

Select the corresponding role to review the enabled permissions.Path: Menu > User Management > Roles and Permissions > [Role] > Edit Role

The Developer role can be used with Genesys Cloud’s default permissions.

Role permissions in Genesys Cloud — Role permission details

Create the OAuth client

Navigate to: Menu > IT and Integrations > OAuthCreate an OAuth client to authenticate the middleware or external service responsible for the interoperability with Genesys Cloud.

OAuth client in Genesys Cloud — OAuth client

Once created, open the application to review its configuration.Path: Menu > IT and Integrations > OAuth > [OAuth Client] > Edit ApplicationVerify the following information:

Application name.
Authentication type.
Grant Type.
General configuration.

Assign roles to the OAuth client

Select the Roles tab of the OAuth client.Path: Menu > IT and Integrations > OAuth > [OAuth Client] > RolesAssign the previously configured roles so the OAuth client can consume the APIs required by the integration.

Verify that the divisions associated with the roles correspond to all interactions that the connector will use. Incorrect configuration can cause permission errors during operation.

Create the Open Messaging integration

Navigate to: Menu > Digital and Telephony > Message > Platform IntegrationsCreate an Open Messaging integration to enable message exchange between Genesys Cloud and Jelou.

Open the created integration to review its configuration.

Open Messaging details — Open Messaging integration details

Obtain the Integration ID

Once the Open Messaging integration is created, identify the Integration ID.This identifier is the unique value of the integration and will be used later to configure the Trigger.

The Integration ID is found at the end of the URL when you access the Open Messaging integration details.

Create the Trigger

Navigate to: Menu > Orchestration > TriggersCreate a Trigger that listens for events associated with Open Messaging conversations. This Trigger will automatically execute the Workflow when the configured event occurs.

Configured Trigger in Genesys — Configured Trigger

Configure the Trigger condition

Open the created Trigger and configure a condition using the Integration ID obtained earlier.This condition ensures that only events corresponding to the configured integration are executed.

The Trigger must execute the Architect Workflow responsible for notifying Jelou that the interaction in Genesys has ended.

Create the Workflow in Architect

Navigate to: Menu > Orchestration > Architect > FlowsCreate a Workflow that receives the information sent by the Trigger. This Workflow will be responsible for processing the conversation data and executing the Data Action that notifies Jelou the interaction has ended.

Configure the Workflow variables

Inside the Workflow, configure the variables that will receive the information sent from the Trigger.These variables will allow you to identify the conversation and build the request to the Data Action.

Invoke the Data Action

Inside the Workflow, add a task to execute the Data Action responsible for notifying Jelou that the interaction in Genesys has ended.

Create the Data Action

Navigate to: Menu > IT and Integrations > Data ActionsCreate a new Data Action that will be used by the Workflow.

Configure the Data Action request

Open the created Data Action and configure the request to the Jelou webhook.This Data Action notifies Jelou that the interaction in Genesys Cloud has ended. Upon receiving it, Jelou resumes control and the channel continues serving the end user, without them noticing the change.Path: Menu > IT and Integrations > Data Actions > [Data Action] > ConfigurationMethod and endpoint

Field	Value
HTTP method	`POST`
Request URL Template	`https://chatbot.jelou.ai/v1/genesys/webhook`

Headers

Header	Value
`Content-Type`	`application/json`

Request bodyThe webhook expects an Open Messaging event with the following structure:

{
  "id": "EVENT_ID",
  "type": "Event",
  "direction": "Outbound",
  "conversationId": "CONVERSATION_ID",
  "channel": {
    "from": { "id": "FROM_ID" },
    "to": { "id": "CUSTOMER_ID", "idType": "Phone" }
  },
  "events": [
    { "eventType": "CustomerEnd" }
  ]
}

Field reference

Field	Type	Description
`id`	string	Unique identifier of the event being sent.
`type`	string	Payload type. To notify the end of the interaction, it is always `Event`.
`direction`	string	Event direction relative to Genesys Cloud. Must be `Outbound` (it leaves Genesys toward Jelou).
`conversationId`	string	Identifier of the conversation in Genesys Cloud. This is the value Jelou uses to identify the active transfer.
`channel.from.id`	string	Identifier of the Genesys participant emitting the event (for example, the agent or the Architect flow).
`channel.to.id`	string	Identifier of the end user in the channel. On WhatsApp it is the phone number in E.164 format.
`channel.to.idType`	string	End-user identifier type. For WhatsApp channels use `Phone`.
`events[].eventType`	string	Event to notify. Use `CustomerEnd` to indicate the interaction in Genesys Cloud has ended and control returns to the channel.

The direction field is named from the Genesys Cloud point of view: Outbound means the event leaves Genesys toward Jelou. The webhook rejects payloads marked as Inbound.

Variable mappingIn the Input Contract section, declare the variables the Data Action will receive from the Workflow and reference them in the body using the ${input.variableName} syntax. The names in the example are illustrative: use the ones you defined in your Workflow.

{
  "id": "${input.eventId}",
  "type": "Event",
  "direction": "Outbound",
  "conversationId": "${input.conversationId}",
  "channel": {
    "from": { "id": "${input.fromId}" },
    "to": { "id": "${input.customerId}", "idType": "Phone" }
  },
  "events": [
    { "eventType": "CustomerEnd" }
  ]
}

The conversationId must be the same one Genesys Cloud assigned to the conversation transferred from Jelou. If it does not correspond to an active transfer, Jelou cannot identify it and control will not be returned to the channel.

Configure the app

After completing the configuration in Genesys Cloud:

Return to the Brain module

Go back to the Brain module and select the Genesys node within the flow.

Configure the interoperability

Complete the node configuration with the corresponding integration parameters.Verify that the connection to Genesys Cloud is successful before continuing.

Save and publish

When the configuration is ready, save and publish the flow.

Use the app

Once the integration is configured:

Conversations can be automatically transferred between Jelou and Genesys Cloud.
Channels created in Jelou will automate initial customer support.
Agents can continue the conversation directly from Genesys Cloud.
When the interaction ends in Genesys Cloud, the Trigger and the Workflow notify Jelou and the channel resumes the conversation with the end user.
Conversation events will be automatically processed through Open Messaging, Trigger, Workflow, and Data Actions.

No additional manual actions are required once the automation is published.

Getting Started

Developer

Jelou CLI

Outbound Messaging

Management

Marketplace

Channels

Configuration

Billing

Prerequisites

Install the app

Configure the app

Use the app

​Prerequisites

​Install the app

​Configure the app

​Use the app

Prerequisites

Install the app

Configure the app

Use the app