CCaaS Platform Integrations

CCaaS (Contact Center as a Service) integrations enable your bots to hand off conversations to live agents when the bot cannot resolve a request. When a Handoff node is triggered in a flow, OmniBots routes the conversation -- along with its full context and transcript -- to the configured contact center platform.

Supported Platforms

Platform	Authentication	Key Features
Genesys Cloud	OAuth 2.0 client credentials	Queue routing, skills-based routing, screen pop
Amazon Connect	IAM access key	Contact flows, queue transfer, agent availability
8x8	API key	Queue routing, agent assignment
Google CCAI	GCP service account	Dialogflow handoff, agent assist

Configuring Genesys Cloud

1. Go to Settings > Integrations > Add Integration.
2. Select CCaaS as the type, then choose Genesys Cloud.
3. Enter a label (e.g., "Genesys Production").
4. Enter your Client ID and Client Secret from Genesys Cloud OAuth settings.
5. Enter your Genesys Cloud Region (e.g., mypurecloud.com, mypurecloud.de).
6. Enter your Organization ID.
7. Click Test Connection, then Save.

Genesys OAuth Setup

In your Genesys Cloud admin console:

1. Go to Admin > Integrations > OAuth.
2. Create a new OAuth client with the Client Credentials grant type.
3. Assign the following roles: conversation:webmessaging:create, routing:queue:view.
4. Copy the Client ID and Client Secret to OmniBots.

TIP

Use a dedicated OAuth client for OmniBots rather than sharing credentials with other integrations. This makes it easier to rotate credentials and audit access.

Configuring Amazon Connect

1. Select CCaaS > Amazon Connect.
2. Enter your Access Key ID and Secret Access Key for an IAM user with Connect permissions.
3. Enter the Instance ID of your Amazon Connect instance.
4. Enter the Region (e.g., us-east-1).
5. Click Test Connection, then Save.

The IAM user requires the connect:StartChatContact and connect:GetContactAttributes permissions at minimum.

Configuring 8x8

1. Select CCaaS > 8x8.
2. Enter your API Key from the 8x8 admin console.
3. Enter your Tenant ID (also called subaccount ID).
4. Enter the Base URL for your 8x8 region.
5. Click Test Connection, then Save.

Configuring Google CCAI

1. Select CCaaS > Google CCAI.
2. Enter your GCP Project ID.
3. Upload or paste your service account JSON key.
4. Enter the CCAI Conversation Profile ID.
5. Click Test Connection, then Save.

TIP

The service account requires the Dialogflow API Client and Contact Center AI Viewer roles in your GCP project.

Queue Mapping

After configuring a CCaaS integration, you can map OmniBots handoff destinations to specific queues in your contact center.

1. Open the CCaaS integration and go to the Queue Mapping tab.
2. Click Add Mapping.
3. Enter a label (e.g., "Billing Support") that you will reference in Handoff nodes.
4. Select the target queue from the list fetched from your contact center.
5. Click Save.

Field	Description
Label	Friendly name used in flow builder Handoff nodes
Queue ID	The identifier of the queue in your contact center platform
Priority	Optional priority level for the routed interaction
Skills	Optional skills-based routing tags (Genesys only)

Testing Connectivity

The Test Connection action verifies that OmniBots can authenticate with your contact center and retrieve queue information. A successful test confirms:

• Credentials are valid
• The contact center instance is reachable
• OmniBots has sufficient permissions to create interactions

WARNING

Connection tests do not verify end-to-end routing. After initial setup, perform a full test by triggering a Handoff node in a test bot conversation and confirming the interaction appears in your contact center agent desktop.

imageCCaaS platform configuration page showing Genesys Cloud credentials form with queue mapping table listing mapped queues with labels, queue IDs, priority levels, and skills tags

CCaaS configuration with queue mapping

Using CCaaS Integrations in Flows

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

1. Select the CCaaS integration from the dropdown.
2. Choose the queue mapping label to route to.
3. Configure what context data to pass to the agent (transcript, customer info, variables).

Each Handoff node specifies its own integration, so a single flow can route to different contact centers based on conversation logic.

Next Steps

• Configure push notifications for proactive messaging
• Learn about Handoff nodes in the flow builder