While we provide full Live Chat and Agent Assist functionality, but with our ongoing commitment to seamless integrations, the newly released integration with Genesys PureCloud allows Myma.ai to manage all your customer queries using AI, but when human intervention is required, your agents will be notified directly in Genesys PureCloud, enabling them to handle conversations from a platform they are already using.
Open messaging by Genesys
The integration is developed based on Open Messaging by Genesys
Step 1: Enable Genesys PureCloud integration in Myma.ai
Go to Settings -> Applications
Under Available Apps, look for Genesys PureCloud
This integration will be enabled by the Myma.ai team for you, so you don't need to do anything else on this step.
Step 2: Configure an open messaging integration in Genesys
From Step 1, Myma.ai will provide the Outbound Notification Webhook URL & Outbound Notification Webhook Signature Secret Token.
You will configure open messaging integration in Genesys using the shared URL and Secret Token. To configure the Genesys Open Messaging, refer to this article https://help.mypurecloud.com/articles/configure-an-open-messaging-integration/.
Save the integration
From the URL share the Integration ID with Myma.ai team
Step 3: Create an OAuth client in Genesys
Refer to this article to create an Oauth Client for Myma.ai: https://help.mypurecloud.com/articles/create-an-oauth-client/
Assign the appropriate permissions, including:
messaging:setting:view
conversation:message:receive
authorization:role:view
Securely share the Client ID and a Client Secret (token) with the Myma.ai team.
Share the Host URL with Myma.ai, which usually differs based on the region in which Genesys is hosted. It will look like login.mypurecloud.com or login.mypurecloud.jp, or something similar.
Screengrab from Genesys below:
Step 4: Configure rules for agent handover in Myma.ai
Click to Settings -> Channels
Under Connected Channels, go to the AI Chatbot where you want to enable the agent handover
Under Live Chat, Enable Live Chat, select if the agents are always available or add the working hours.
Step 5: Setup Integration in Myma.ai
In the same screen from Step 4, Choose Your Provider as Genesys PureCloud,
Add Open Message Integration Id from Step 2 here
Add Client ID from Step 3 as Username
Add Client Secret from Step 3 as Password
The AI Chatbot is ready to hand over the conversations to Genesys PureCloud! Test your integration and verify its working as expected.
Features
The integration enables the following features:
The typing indicator is visible on both sides
The Chatbot transcript sent with the live chat handover
Wait time sent back to the customer
You will start receiving chats in your Genesys PureCloud (example below)
Optional Integration: Embed Myma.ai screen for agents using Genesys Cloud native UI
Generally, you need to host the agent assist in a web page, then configure the interaction widget in the GC UI (https://help.mypurecloud.com/articles/set-up-an-interaction-widget-integration/) to contain (iframe) the said web page.
You can embed a page like http://myma.ai via Genesys feature’s Interaction Widget (right panel by clicking the Myma ai icon):
