Genesys SMS

Learn to set up a Genesys SMS communication channel for your application in your NLX workspace

The Genesys SMS channel requires a one-time integration in your workspace before the channel can be created.

Step 1: Create Genesys SMS channel

• Navigate to Channels tab of your application

• Expand Genesys SMS option

• Select + Create channel

• Click Create channel

Before proceeding to Step 2, create a build and deploy your application.

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Step 2: Post deployment

Once your application is deployed in NLX, log in to your Genesys instance.

• From your Genesys instance, go to Admin > Architect

• Select Inbound Call Flow

• Complete all necessary fields > Click Create Flow

• Once in the Call Flow, click Reusable Tasks in the left pane

• Select Add action here > Click Toolbox > Call Lex V2 Bot

• Call via API the putIntegrationsBotconnectorIntegrationIdBots function using the Genesys SDK. The endpoint is /api/v2/integrations/botconnector/{integrationId}/bots

  {
  		"chatBots": [
  			{
  				"id": "11095674-46cc-4a87-b0bb-385b317ad547",
  				"name": "SMS Dev",
  				"versions": [
  					{
  						"version": "prod",
  						"supportedLanguages": [
  							"en-us"
  						],
  						"intents": [
  							{
  								"name": "Success"
  							},
  							{
  								"name": "Escalation"
  							}
  						]
  					}
  				]
  			}
  		]
  	}

• Choose your application name (thanks to Step 6) from the dropdown

• For the Initial Intent Name field, select the Intent you want to trigger initially (e.g., Welcome)

• Under Input, enter the following three inputs:

  • Enter nlx_botUrl in Key Name field > Retrieve URL from the deployment details link in your NLX workspace for Variable to Assign field

  • Enter nlx_conversationID in Key Name field > Add the Call.ConversationID Genesys variable to the Variable to Assign field

  • Enter nlx_customerNumber in Key Name field > Add the Call.Ani Genesys variable to the Variable to Assign field

• Under Outputs, enter nlx_action in Key Name field and Flow.nlx_action in Variable to Assign field

• You may act on the Flow.nlx_action to to escalate to a human agent. To achieve this, set the following parameters:

  • Name: Decision

  • Expression: Flow.nlx_action=="ESCALATE"

Flow in Genesys

Need more context? See official Genesys documentation