Genesys Integration

• 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.

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Prerequisites

• 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.

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Install the app

1

Access the Brain module

Log in to Jelou. Navigate to the Brain module and select the Canvas section.

2

Create a flow and add the Genesys node

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

1. Add a text node and configure a welcome message for the bot.
2. 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.

3

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.

4

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.

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.

5

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.

6

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.

7

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.

8

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.

9

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 processing the conversation information and performing the corresponding closure.

10

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 configured actions.

11

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.

12

Invoke the Data Action

Inside the Workflow, add a task to execute the Data Action responsible for closing the conversation.

13

Create the Data Action

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

14

Configure the Data Action request

Open the created Data Action and configure:

• HTTP method.
• Endpoint.
• Headers.
• Request body.
• Variable mapping.

Path: Menu > IT and Integrations > Data Actions > [Data Action] > Configuration

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Configure the app

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Use the app

• Conversations can be automatically transferred between Jelou and Genesys Cloud.
• Bots created in Jelou will automate initial customer support.
• Agents can continue the conversation directly from Genesys Cloud.
• Conversation events will be automatically processed through Open Messaging, Trigger, Workflow, and Data Actions.