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Genesys Integration Setup with iX Hello Customer v2

Step 1: Obtain the Genesys Organization ID

  • Log in to Genesys Cloud.

  • Navigate to:

    Admin → Organization Settings

  • Copy the Genesys Organization ID.

This Organization ID is required for validation within V2.

Step 2: Configure the Genesys Organization in V2

  • Log in to iX Hello Customer v2.

  • Navigate to:

    Settings → Genesys Cloud Integration

  • Click Add Organization.

  • Enter the copied Genesys Organization ID.

  • Save the configuration.

This serves as the second-level validation during call initiation.

Step 3: Obtain API Credentials

To obtain credentials:

  • Contact the Support Team.

  • Request:

    • API Key

    • Organization Details

    • Endpoint Information

Note: Most users may not have direct AWS access and must obtain the credentials through the Support Team by rising a ticket on Solvnow

Step 4: Configure the Audio Connector in Genesys

  • Navigate to:

    Admin → Integrations

  • Open the configured Audio Connector.

  • Select the Configuration tab.

  • Under Credentials, provide:

API Key

  • Enter the API key supplied by the V2 team.

Client Secret

  • Currently, client secret validation is not enforced.

  • You may provide any value if required.

  • Navigate to the AWS Access Portal. Under the Accounts section, locate the account you created and select Open to access the account.

  • Navigate to AWS secrets manager -> secrets -> search for Headless API associated.

  • Click open the Headless API associated with the account and scroll down to secrets value section, copy the secret key and secret value.

  • Once you have the secret key and secret value, navigate to Genesys and update the API key and the secret key.

Step 5: Configure the WebSocket URL

  • Log-in to the V2 platform.

  • Locate the WebSocket endpoint associated with the organization.

  • Copy the WebSocket URL.

  • Paste the URL into the Audio Connector configuration in Genesys.

Important

  • Each WebSocket endpoint is organization specific.

  • Ensure the endpoint corresponds to the correct customer v2 organization.

Step 6: Configure the Flow

A customer v2 flow must exist before Genesys can invoke it.

Obtain the Flow ID

  • Navigate to the Flows section in customer v2.

  • Locate the required flow.

  • Copy the Flow ID.

Step 7: Configure the Flow ID in Genesys

Within the Audio Connector configuration:

  • Locate the Flow Configuration section.

  • Enter the customer v2 Flow ID.

  • Save the changes.

Required Configuration Parameters

The following parameters are mandatory for successful integration:

Configuration
Purpose

API Key

Authentication

Genesys Organization ID

Authorization validation

iX Organization ID

API access identification

WebSocket URL

Real-time communication

Flow ID

Target customer v2 bot flow

Making a Test Call

  • Save all configurations.

  • Publish the Genesys inbound call flow.

  • Initiate a test call.

Expected flow:

Failure Scenarios

Invalid API Key

Result:

  • Authentication fails.

  • Call is immediately rejected.

Invalid Genesys Organization ID

Result:

  • Organization validation fails.

  • Call is disconnected.

Missing Organization Mapping in customer v2

Result:

  • customer v2 cannot authorize the request.

  • Call fails before bot invocation.

Conclusion

The Genesys Cloud and iX Hello Customer (V2) integration enables secure real-time voice communication by validating requests through multiple authorization checks before a call is connected to a V2 bot. Successful integration requires the correct configuration of the API Key, Genesys Organization ID, iX Organization ID, WebSocket Endpoint, and Flow ID. Once these components are configured and validated, Genesys can seamlessly route calls to the designated V2 flow, allowing callers to interact with AI-powered voice bots in real time. Any mismatch in the credentials or organization mappings results in immediate call failure, ensuring that only authorized organizations can access the service. This layered validation approach provides a secure, reliable, and scalable integration between Genesys Cloud and the V2 platform.

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