Genesys

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

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

Step 1: Create Genesys channel

  • Navigate to Channels tab of your application

  • Expand Genesys option

  • Select + Create channel

  • Choose your Genesys workspace integration from the Integration dropdown

Optional:

  • API key: Matched against the HTTP headers from the application

  • Click Create channel

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

Step 2: Post deployment

Any information to be shared from the NLX application with Genesys should be passed via a Node payload. Node payload fields will be available as Genesys outputs named nlx_payload_{FIELD_NAME)

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

  • Choose your application's name from the dropdown. If deployed correctly, the Bot Alias dropdown should have Genesys

  • For the Initial Intent Name field, select the flow 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"

Any variables from the NLX session you would like passed must be mapped to Genesys flow variables in the Call Lex V2 Bot node.

Sample template

The Starting Task in Genesys calls in to the NLX Reusable Task:

Once the Starting Task calls into the Reusable Task, Genesys and NLX interaction enters an infinite loop state until the NLX application signals to TERMINATE or ESCALATE:

To simplify things, you may download this Genesys inbound flow as a template:

🔽 NLX - Genesys Example.i3InboundFlow

Locate the import functionality under the Save dropdown:

When changing the Lex bot, note that the following SessionVariable configuration will be lost and will require updating.

- callLexV2Bot:
  name: Call Lex V2 Bot
  outputSessionVariables:
    - outputSessionVariable:
        name:
          lit: nlx_action
        variable: Flow.nlx_action
  sessionVariables:
    - sessionVariable:
        name:
          lit: nlx_botUrl
        value:
          lit: "<<GET FROM DEPLOYMENT DETAILS POPUP>>"
    - sessionVariable:
        name:
          lit: nlx_conversationId
        value:
          exp: Call.ConversationId
    - sessionVariable:
        name:
          lit: nlx_customerNumber
        value:
          exp: ToPhoneNumber(Call.Ani).e164
    - sessionVariable:
        name:
          lit: "x-nlx:integrationVersion"
        value:
          lit: "2"

Need more context? See official Genesys documentation.

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