Genesys Cloud

The Genesys Cloud integration enables OmniBots to escalate conversations to live agents in your Genesys Cloud contact center. When a handoff occurs, the full conversation transcript and collected data are passed to the agent as a screen pop.

Prerequisites

• A Genesys Cloud organization with an active license
• An OAuth client configured in Genesys Cloud with Client Credentials grant
• At least one queue configured for receiving bot escalations
• Admin access to OmniBots Settings > Integrations

Configuring the Integration

1. Create an OAuth Client in Genesys Cloud

1. In Genesys Cloud, go to Admin > Integrations > OAuth
2. Click Add Client and select Client Credentials as the grant type
3. Assign the following roles: conversation:communication:create, routing:queue:view, user:presence:view
4. Save and copy the Client ID and Client Secret

imageGenesys Cloud Admin console showing OAuth client setup with Client Credentials grant type, assigned roles, and generated Client ID and Secret

Genesys Cloud OAuth client configuration

2. Add the Integration in OmniBots

Go to Settings > Integrations > Add Integration and select Genesys Cloud:

Field	Description
Client ID	The OAuth client ID from Genesys Cloud
Client Secret	The OAuth client secret
Region	Your Genesys Cloud region (e.g., us-east-1, eu-west-1, ap-southeast-2)
Organization ID	Your Genesys Cloud organization ID

Click Test Connection to verify the credentials. A successful test confirms that OmniBots can authenticate and query your Genesys environment.

3. Map Queues and Skills

After the connection is verified, OmniBots fetches your available queues and skills:

1. Click Configure Queues on the integration detail page
2. Map OmniBots escalation categories to Genesys queues
3. Optionally assign required skills for skill-based routing

Mapping Field	Description
Default Queue	Queue used when no specific mapping matches
Queue Mappings	Map intent or category values to specific queues
Skills	Optional skill requirements added to the routed interaction
Priority	Interaction priority (1--10) passed to the Genesys routing engine

TIP

Use queue mappings to route different conversation topics to specialized agent groups. For example, map billing to your Billing queue and technical to your Support queue.

Handoff Node Configuration

In the flow builder, add a Handoff node and configure it for Genesys:

1. Select your Genesys Cloud integration from the CCaaS Integration dropdown
2. Choose the target queue (or use a variable like {{selected_queue}})
3. Configure context attributes to pass to the agent
4. Set the Timeout for how long to wait for an agent before following the failure path

Context Data Passed to Agents

The following data appears in the agent's screen pop:

Attribute	Genesys Field	Description
Conversation transcript	Participant Notes	Full bot-user message history
Customer name	Contact Name	If collected or identified
Issue category	Conversation Attribute	The detected intent or category
Channel	Media Type	Originating channel (web, voice, SMS)
Custom variables	Conversation Attributes	Any flow variables marked for handoff

imageGenesys Cloud agent desktop showing a screen pop with the full bot conversation transcript, customer name, issue category, and custom variables from the OmniBots handoff

Agent screen pop with bot conversation context

Testing the Escalation

1. Publish your bot with a flow that includes the Handoff node
2. Start a conversation on any channel and trigger the escalation path
3. Verify the interaction appears in the Genesys Cloud agent queue
4. Confirm the screen pop displays the conversation transcript and context

WARNING

If the Genesys queue has no available agents and the timeout expires, the Handoff node follows its failure path. Design this path to offer alternatives such as a callback request or voicemail.

Troubleshooting

Issue	Resolution
Connection test fails	Verify the Client ID, Secret, and Region are correct
Queues not loading	Ensure the OAuth client has routing:queue:view permission
Escalation times out	Check agent availability and queue routing rules in Genesys
Missing screen pop data	Verify context attributes are mapped in the Handoff node configuration