Genesys Setup

Prerequisites

Step 1: Genesys Setup (Setting up the Messenger Configuration)

1. Sign in to Genesys

2. Login by providing your SSO ID credentials.

User needs to have account and required permissions in Genesys platform to perform the below setup.

1. Menu - Messenger configuration - Channel Setup

Configuration Details Section:

Setting	Value
Name	This configuration name is a unique identifier for the Messenger configuration, ex: My Genesys Chat Transfer
Description	Can be used to describe the purpose of this configuration.
Choose a Digital Channel	Messaging (Enables chat on your website or app, allowing users to start conversations and escalate to a live agent)

1. Click: Next

1. Appearance and Behavior

Setting	Value
Humanize Your Conversation	Off (Displays the name and avatar of your support team to end-users for a more personalized experience)
Clear Conversation	On (Allows end-users to clear their chat history within the Messenger interface)
Conversation Disconnect	Defines what happens when a conversation ends or disconnects Choose: Display conversation status and disconnect session
Rich Text Formatting	On (Enables inline formatting of messages using Markdown syntax (e.g., bold, italics, links))
Automatically Start Conversations	Off (Starts a conversation automatically without waiting for the user to send the first message)
Attachments	On (Allows users to send file attachments during the conversation)

1. Click Next/Save

Step 2: Setting up the Flow (inside the Architect)

This is the Genesys Cloud Architect interface where an Inbound Message Flow is being designed. This flow determines what happens when a message (chat) comes into the system.

Go into Architect > Inbound Messages and create a new flow that should look like this:

The Flow is self-explanatory:

Step 3: Setting up Messenger Deployment

Setting	Value
Select your Configuration	Choose from the Drop-Down: Assign an existing Messenger configuration to this deployment For Ex: Behavior Config for Transfer v2
Select your Supported Content Profile	This Defines what media types (images, files, etc.) are supported in the Messenger. Set this to Default
Restrict Domain Access	This Controls where Messenger can be deployed. Choose the option: Allow all domains
Rich Text Formatting	On (Enables inline formatting of messages using Markdown syntax (e.g., bold, italics, links))
Select your Architect Flow	Links the Messenger deployment to an Inbound Message Flow created in Genesys Architect. For Ex: Test Transfer flow (This is the flow you built earlier to handle chatbot-to-agent transfer)
Attachments	On (Allows users to send file attachments during the conversation)

• After setting:

  • Architect Flow (Ex: Test Transfer flow created earlier)

  • Messenger Configuration (behavior settings)

• You scroll down to retrieve this Deployment Key.

• This key is critical for API integration when embedding Messenger into an iX Hello custom application or website.

• It acts as an authentication token for the Messenger deployment.

Step 4: Connect to Region

• When integrating Genesys Messenger APIs (such as WebSocket API for real-time messaging), you need to connect to the correct regional endpoint.

• Genesys Cloud is hosted in multiple regions (e.g., us-east-1, eu-west-1, ap-south-1), and your deployment is tied to a specific region.

• The region is visible in your Genesys Cloud URL (e.g., https://apps.mypurecloud.com for US East or https://apps.mypurecloud.ie for EU).

For full list of regions, check: Genesys Cloud Developer Center

You have successfully Set up the Genesys Platform. Now lets us integrate it with iX Hello Custom Apps.