> For the complete documentation index, see [llms.txt](https://docs.ixhello.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ixhello.com/ixhc/connections/chatbot-to-live-agent-transfer-using-genesys/genesys-setup.md).
# Genesys Setup
## Prerequisites
### Step 1: **Genesys Setup (**Setting up the Messenger Configuration)
1. Sign in to [Genesys](https://login.mypurecloud.com/#/authenticate)
2. Login by providing your SSO ID credentials.
{% hint style="info" %}
User needs to have account and required permissions in Genesys platform to perform the below setup.
{% endhint %}
3. 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) |
4. Click: Next
5. 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) |
6. 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](https://developer.genesys.cloud/commdigital/digital/webmessaging/websocketapi#connecting)
**You have successfully Set up the Genesys Platform. Now lets us integrate it with iX Hello Custom Apps.**
---
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