Integrating with Genesys Bot Connector

Before you begin

You must comply with the folowing requirements before you start integrating your assistant with Genesys Bot Connector:

• A new account or log in to an existing Genesys Cloud account with access to Genesys Architect and the correct region at the Genesys Cloud portal.
• The Admin role in the Genesys Cloud organization. For more information on Genesys Cloud roles and permissions see, Roles and permissions overview.

Set up Bot Connector in Genesys

1. Go to the Genesys Admin page.

2. Under Integrations, click Integrations.

3. On the Integrations page, click +Integrations.

4. Search for Genesys Bot Connector, and click Install.

5. In the Details tab, enter a name and any notes for your Bot Connector.

6. Click Copy the Integration ID, and save. You need the Integration ID to create the watsonx Assistant Genesys Bot Connector integration.

7. In the Configuration tab, under Properties, enter a placeholder Bot Connector Handle Utterance URI. You need to come back and update this URI after a watsonx Assistant Genesys Bot Connector integration is created.

8. In the Credentials tab, use Configure to create a credential field with Field Name as x-watson-genesys-verification-token and with Value as the secret you set in watsonx Assistant. You need this value to create the watsonx Assistant Genesys Bot Connector integration. Copy and keep the token and value, so you can paste them into the Verification Token field when you integrate with watsonx Assistant.

   You cannot see these credentials again after clicking Save.

9. Click OK and Save.

Keep the Genesys web page open in a web browser tab so you can refer to and complete fields as setup progresses.

Integrate watsonx Assistant with Genesys

Chat with the assistant

To start a chat with the assistant, complete the following steps:

1. Open Genesys Architect, and create an Inbound Message Flow.
2. In the Toolbox, click Bot, and then Call Bot Connector.
3. Select the values:
   • Bot Integration:
   • Bot Name: IBM watsonx Assistant Bot Connector
   • Bot Version: 1.0
4. Enter session variables you want to be passed to and from watsonx Assistant. For more information, see Context Sharing through Session Variables.
5. Output of the Bot Connector is Success or Failure. You should branch your Genesys flow upon exit from the Bot Connector according to the output Intent of the Bot Connector. For more information, see Conditioning and Output Branching.

Context-sharing through session variables

From the Bot Connector node in the Genesys Architect flow, you can specify session variables that can be used to pass information to watsonx Assistant. You can specify both Input and Output parameters. For the integration, both of these parameters are merged into a single object under the context object.

Both Input and Output parameters are available in the watsonx Assistant context, and the information is shared on each turn. For example, the context made available in watsonx Assistant is:

{
  "context": {
    "integrations": {
      "genesys_bot_connector": {
        "user_id": "<SENT FROM GENESYS>",
        "some_variable": "<SET_FROM_WATSON_ASSISTANT>"
      }
    }
  }
}

For Input parameters, you can access the session variable in watsonx Assistant with $integrations.genesys_bot_connector.user_id.

For Output parameters, you can assign the session variables to a state variable in Genesys (e.g., State.some_variable and access them later on in your flow).

Variables can be read and set from both Dialog and Action skills.

Set slot parameters by the watsonx Assistant Bot Connector

watsonx Assistant Bot Connector sets the following output parameter based on the last conversation turn when the conversation ends.

Conditioning and output branching

From Genesys Architect, you can use Logical functions to branch out your flow based on the context shared back from watsonx Assistant. For example, watsonx Assistant returns an Intent parameter that is saved to State.Intent.

In architect, you can add a Switch action to branch out to different scenarios. For example, you can configure a case where State.Intent == "connect_to_agent", and then branch out.

Ending the Genesys Bot Connector flow

When the conversation reaches the Bot Connector node in Architect, Genesys proxies messages between the user and watsonx Assistant, and continues until the conversation ends. To pass the conversation back to Genesys, you need to use the connect_to_agent response type or the end_session response type.

{
  "output": {
    "generic": [
      {
        "response_type": "text",
        "values": [
          {
            "text": "You have ended the call."
          }
        ]
      },
      {
        "response_type": "end_session"
      }
    ]
  }
}

{
  "output": {
    "generic": [
      {
        "response_type": "text",
        "values": [
          {
            "text": "Connecting you to an agent."
          }
        ]
      },
      {
        "response_type": "connect_to_agent"
      }
    ]
  }
}

User-defined response type

The user_defined response type allows you to pass a custom response back to Genesys. For example, this can be used to pass Cards and Carousels back to Genesys which do not have a watsonx Assistant equivalent response type. An example of sending back a Card back to Genesys is:

{
  "output": {
    "generic": [
      {
        "user_defined": {
          "replyMessages": [
            {
              "type": "Structured",
              "content": [
                {
                  "contentType": "Card",
                  "card": {
                    "title": "Card title",
                    "description": "Card description",
                    "image": "http://www.samplesite.com/photo/1234.jpg",
                    "actions": [
                      {
                        "type": "Link",
                        "text": "Link display text",
                        "url": "http://www.samplesite.com"
                      },
                      {
                        "type": "Postback",
                        "text": "Postback display text",
                        "payload": "Postback text"
                      }
                    ]
                  }
                }
              ]
            }
          ]
        },
        "response_type": "user_defined"
      }
    ]
  }
}

Response types

These response types are supported and displayed as expected when your assistant is deployed for the Genesys Bot Connector channel.

• connect_to_agent
• end_session
• option
• text
• user_defined