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.

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

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