Genesys SMS

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

This feature is currently available to enterprise tiers only.

Prerequisites

Assigning this channel to an application requires a one-time integration of Genesys in your NLX workspace.

Integrate Genesys

Add channel to app

1. Select Configuration tab of your application

2. Choose + Add channel under Delivery section > Choose Genesys SMS

3. Choose your Genesys workspace integration from the Integration dropdown

4. Create an application build and deploy

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

1. From your Genesys instance, go to Admin > Architect

2. Select Inbound Call Flow

3. Complete all necessary fields > Click Create Flow

4. Once in the Call Flow, click Reusable Tasks in the left pane

5. Select Add action here > Click Toolbox > Call Lex V2 Bot

6. 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"
   							}
   						]
   					}
   				]
   			}
   		]
   	}

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

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

9. 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

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

11. 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