> 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/ix-hello-setup.md).

# iX Hello Setup

### Step 1: Prerequisites 

1. **An iX Hello Account** For steps to [create an iX Hello account,](/ixhc/general/ix-hello-create-account.md) follow the steps at
2. Use this link to [Sign up for iX Hello platform](https://bots.ixhello.com/Account/Login?ReturnUrl=%2F).
3. To create a Custom App, refer to this [iX Hello Studio Mode](/ixhc/general/ix-hello-studio-mode.md)
4. To learn more on basic Integration refer to this [Integration](/ixhc/general/enterprise-connections.md)

### Step 2 : Integration

To Configure Genesys services, browse to: **Integration** > **Connect System** and press **Add New Connection**.

<figure><img src="/files/apAq0hEpbK6RXOZdp4he" alt=""><figcaption></figcaption></figure>

Select **Genesys** from the dropdown and press **Next**.<br>

<figure><img src="/files/i12Nz5m0fVolGeULVY1F" alt=""><figcaption></figcaption></figure>

Fill out the Configuration screen.

<figure><img src="/files/HTXwA5N0SWvQ27lJsvx8" alt=""><figcaption></figcaption></figure>

The table below explains each of the inputs shown on this screen.

| Input                 | Information                                                                                                                                     |
| --------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------- |
| Service Instance Name | You can give any value of your choice.                                                                                                          |
| Deployment ID         | This is your Key which is generated when you created messenger deployment                                                                       |
| Region                | Region Name: ex. us-west-1. The Genesys service will be used in this region. When used to publish the app, it will be published in this region. |

Fill the required information and click on **Validate and Save Settings**. If the details are correct, the integration will be saved, and you will be redirected back to the integrations listing page.

<figure><img src="/files/OoMzNHH18cmFaztCKiMg" alt=""><figcaption></figcaption></figure>

Now create a custom app or choose an existing app and add the Genesys integration as a Data Source then proceed to create a TransferToLiveAgent method on it.

<figure><img src="/files/tX1mYdSMu0xWI9TCy8Ig" alt=""><figcaption></figcaption></figure>

After the method has been set, the Chat is now configured and ready to be used.

### Step 3: Test the app

The below attached video will demonstrate how a chatbot escalates a conversation to a human agent using Genesys when it cannot resolve the user’s query. The image below shows the two interfaces involved:

* **Left Panel:** iXHello Chat Widget (Customer View)
* **Right Panel:** Genesys Agent Desktop (Agent View)

{% embed url="<https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M8XHvUsfyTUFLvToHqD%2Fuploads%2F6zHevM89Bc0on7px9uQG%2FGenesysWebchatTransferDemo%202%20(1).mp4?alt=media&token=6a5309d3-77d2-452e-afe6-1dd367c776c0>" %}

{% hint style="info" %}
Note: For questions regarding all other CCaaS platform integration, please contact the iX Hello Product team for support - <ix_hello_customer@cnxmail.onmicrosoft.com>
{% endhint %}


---

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