Genesys

Quickly set up the Genesys communication integration into your NLX workspace

Integrate Genesys

To integrate the Genesys channel, begin by selecting Integrations from your workspace menu:

• Choose + Add integration > Select Genesys from the dropdown

• Provide a name for your Genesys integration

• Click the link to deploy the CloudFormation template

You will be directed to AWS and asked to sign into your account.

• The Quick create stack page appears with Template, Stack Name, and Parameters information. In the Capabilities section at the bottom of that page, select the acknowledgment checkbox and click Create stack

• Once the stack is created and deployed, select the Outputs tab and under the Key section you’ll find the GenesysLexRoleArn field. Copy the output of GenesysLexRoleArn field

• The following steps are done within your Genesys PureCloud instance:

  • Navigate to the Admin menu

  • Under the Admin menu, click Integrations > Click Add Integration

  • Locate the Amazon Lex V2 integration > In the Amazon V2 Lex tile, click Install

  • Go back to the Integrations tab > Click More next to the Amazon Lex V2 Integration > Select Edit Integration

  • Click the Configuration tab > Click the Credentials tab

  • Click the Configure button > Paste the ARN you copied earlier into the Role ARN box

  • Click OK > Click Save

  • Select the Details tab

  • To activate the integration, click Inactive. The Change Status dialog box will appear and ask you to confirm that you want to activate Amazon Lex. Click Yes and the status will change to Active

Configuration tab in Genesys Console

Optional:

• On the Advanced tab of Configuration, define the AWS regions in which to look for Amazon Lex V2 bots. By default, this setting is {}, and Genesys Cloud searches only for the current region. However, you can specify the following: {"regions": [ "us-east-1", "us-west-2"]} With this configuration, Genesys Cloud searches the us-east-1 and us-east-2 regions

• Navigate back to your NLX workspace

• Click Create integration

If desired, at any time you can edit or delete your Genesys integration by expanding the integration name and selecting the edit or delete icons.

For more detailed information, navigate to the official Genesys Lex Integration guide.

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Video Walkthrough

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Set up application using Genesys channel

To successfully use your Genesys integration with applications created in your workspace, be sure to complete the following:

• create the Genesys channel on your application's Channels tab. Be sure to select your workspace integration from the dropdown
• create an application build & deploy