Share via

Hand off to Genesys

This article provides supplemental information to the main Genesys documentation for this integration located on GitHub.

Initial integration

Ensure that the authentication setting in Copilot Studio is set to No authentication.

While the agent connector documentation is for AWS (Amazon Web Services), equivalent steps are possible in Azure as well. Modify the two Python scripts accordingly.

Ensure that the DynamoDB table name created matches the one in the bot_sessions.py file.

Agent handoff

Refer to Configure the transfer to agent node by using the escalate topic, in the Dynamics 365 Customer Service documentation.

If you want your agent to pass a message to the agent in the transfer, perform the following steps:

  1. Set the message in Copilot Studio:

    Screenshot showing a transfer node.

  2. Include as slot for the Escalate intent in the botconnector API call:

    {
    "name": "Escalate",
    "slots": {
        "va_AgentMessage": {
            "name": "va_AgentMessage",
            "type": "String"
        }
    }
}

    The message is visible in Genesys as an output.

    Screenshot showing the Genesys output.

  3. If there are more variable to pass from Copilot Studio back to Genesys, follow the same process with va_{variableName} as the slot name.

iframe setup

  1. See Add your agent to your website for detailed instructions on how to get a URL to your Copilot Studio agent.

    Copy or take note of the iframe src URL. This value is required for configuring Genesys Cloud.

  2. Follow the Genesys documentation on how to set up the widget.

    Use your iframe src URL as the Application URL.