Configure the Genesys Cloud chat connector (preview)

[This article is prerelease documentation and is subject to change.]

Connect a Genesys Cloud messaging conversation to a Microsoft Copilot Studio agent through Contact Center Intelligence. Genesys owns the customer conversation and routing. The connector authenticates each message, sends it to the Copilot Studio agent, and returns the response to Genesys.

The Bot Connector is the primary integration. The Digital Bot Connector, which supports asynchronous responses, is available in private preview.

Important

This is a preview feature.
Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.

Prerequisites

Before you configure the integration, make sure that:

You have administrator access to Contact Center Intelligence and Genesys Cloud.
Your Genesys Cloud organization has a messaging channel.
You can install Genesys integrations and edit Architect flows.
A Copilot Studio agent is created and published.
Your environment is enrolled in the Contact Center Intelligence preview.
At least one supported language is configured for the channel.

The connector currently supports plain text. It doesn't support cards, images, quick replies, or other structured content.

Review how the integration works

Component	Responsibility
Genesys Cloud messaging channel	Hosts the conversation with the customer.
Genesys Architect flow	Routes the conversation and invokes the connector.
Genesys Bot Connector integration	Sends each customer message to Contact Center Intelligence and returns the agent response.
Contact Center Intelligence	Authenticates the request and relays messages between Genesys and Copilot Studio.
Copilot Studio agent	Processes messages, maintains conversation context, and returns responses or conversation outcomes.

Genesys calls the connector once for each customer message. Contact Center Intelligence maintains the Copilot Studio session across messages in the same conversation.

The Copilot Studio agent can return either of these outcomes:

AgentTransfer: Genesys routes the conversation to a representative.
Resolved: Genesys ends the conversation or continues a post-conversation flow.

Create the connection in Contact Center Intelligence

In Contact Center Intelligence, open Connections.
Create a Genesys Cloud CX connection and bind it to the intended Copilot Studio agent.
Copy the Hypertext Transfer Protocol Secure (HTTPS) chat webhook URL, application ID, and secret.
Store the application ID and secret securely.

Use the HTTPS URL for chat. Don't use the WebSocket Secure (WSS) URL, which is for the voice connector.

Configure the Bot Connector in Genesys

In Genesys Cloud, install the Bot Connector integration.
Open the integration and enter the HTTPS chat webhook URL from Contact Center Intelligence in the endpoint field.
Add a credential with the application ID as the key and the secret as the value.
Save the integration, and then set its status to Active.
Copy the integration ID from the integration URL in the browser.

The credential values are case-sensitive and must exactly match the values in Contact Center Intelligence.

Publish the bot manifest

In Contact Center Intelligence, open the Genesys connection.
Expand Chat settings.
Enter the Genesys integration ID.
Select Push bot manifest.

The manifest makes the agent available in Genesys Architect. It contains the agent name, supported languages, and the AgentTransfer and Resolved outcomes. The manifest doesn't contain the agent's conversation logic.

Configure the Genesys Architect flow

In Genesys Architect, create or open an inbound message flow for the messaging channel.
Add the Call Bot Connector action.
Select the Bot Connector integration.
Select the agent from the bot list, and then select the Release version.
Configure the AgentTransfer branch to route the conversation to the appropriate queue or representative.
Configure the Resolved branch to end the conversation or continue the post-conversation flow.
Save and publish the flow.

Configure conversation outcomes

Configure the Copilot Studio agent to return the outcome that matches the result of the conversation.

Transfer a conversation

Use the AgentTransfer outcome when a representative must continue the conversation. Define output variables in the Copilot Studio transfer topic to pass context, such as the transfer reason, category, priority, or information collected from the customer.

Genesys makes the output values available as flow variables on the AgentTransfer branch.

Resolve a conversation

Use the Resolved outcome when the agent completes the customer's request. Configure the Genesys Architect flow to end the conversation or run the required post-conversation actions.

Configure the Digital Bot Connector

Important

The Digital Bot Connector is available in private preview and might change. Use the Bot Connector unless your Copilot Studio agent requires asynchronous responses.

The Digital Bot Connector uses the same Contact Center Intelligence connection, agent, webhook URL, application ID, secret, and conversation outcomes as the Bot Connector. Configure these differences:

Install the Digital Bot Connector integration in Genesys.
Enter the Contact Center Intelligence webhook URL and credentials.
Configure an Open Authorization (OAuth) 2.0 client that uses the client credentials grant.
Add the OAuth client ID, client secret, and Genesys Cloud region to the Contact Center Intelligence connection.
In Architect, add the Call Digital Bot Connector action.
Select the integration, agent, and Release version.

Don't push a bot manifest for this integration. Genesys retrieves the bot catalog from the connector.

The Digital Bot Connector acknowledges the customer message immediately and sends each agent response to Genesys when it becomes available. Use it when agent responses might exceed the synchronous response window of the Bot Connector.

Understand runtime behavior

Behavior	Details
Conversation context	Contact Center Intelligence maintains one Copilot Studio session for the Genesys conversation.
Session timeout	The default idle timeout is 30 minutes. The maximum supported idle timeout is one hour. Each message resets the timeout.
Bot Connector responses	The connector collects agent messages and returns them in one synchronous response. Responses that arrive after the response window might not be delivered.
Digital Bot Connector responses	The connector sends agent messages asynchronously in the order that they become available.
Message format	The connector supports plain text only.
Agent updates	Published Copilot Studio changes take effect without republishing the Architect flow or pushing the manifest again.

If the idle timeout expires, the next customer message starts a new Copilot Studio session without the earlier conversation context.

Troubleshoot the integration

Symptom	Resolution
The connector action fails with an authentication error.	Confirm that the credential key is the application ID and the value is the matching secret. Update the integration, save it, and reactivate it.
The agent isn't available in Architect.	For the Bot Connector, push the bot manifest again. For the Digital Bot Connector, confirm that the integration is active and the webhook URL is correct. Reopen the Architect action.
The manifest is rejected or no agent appears.	Configure at least one supported language for the channel, and then push the manifest again.
Transfer variables are missing.	Define the values as output variables in the Copilot Studio transfer topic, and read them on the `AgentTransfer` branch.
The conversation loses its earlier context.	Confirm whether the session idle timeout expired. The next message after the timeout starts a new session.
A Bot Connector response isn't delivered.	Reduce the agent response time or use the Digital Bot Connector for asynchronous delivery.
Digital Bot Connector responses aren't delivered.	Verify the OAuth client ID, client secret, Genesys Cloud region, and required client permissions.

Validate the configuration

Before you deploy the integration, verify that:

The Genesys connection is bound to the intended published Copilot Studio agent.
The Genesys integration uses the HTTPS chat webhook URL.
The application ID and secret match the Contact Center Intelligence connection.
The integration is active.
The channel has at least one supported language.
For the Bot Connector, the integration ID is saved in Chat settings and the bot manifest is published.
The Architect flow uses the correct connector action, integration, agent, and release version.
The AgentTransfer and Resolved branches perform the intended actions.
Transfer output variables are available to the receiving representative.
An end-to-end conversation works from the Genesys messaging channel.

Configure the Genesys Cloud voice connector
Configure widget to embed in Genesys Cloud CX
Integrate with the Contact Center Intelligence Universal Connector

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Last updated on 2026-10-20