iX Hello Setup

Step 1: Prerequisites

1. An iX Hello Account For steps to create an iX Hello account, follow the steps at

2. Use this link to Sign up for iX Hello platform.

3. To create a Custom App, refer to this iX Hello Studio Mode

4. To learn more on basic Integration refer to this Integration

Step 2 : Integration

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

Select Genesys from the dropdown and press Next.

Fill out the Configuration screen.

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.

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.

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)

Note: For questions regarding all other CCaaS platform integration, please contact the iX Hello Product team for support - [email protected]