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Connect your agent to Genesys Cloud using the Bot Connector integration. For detailed setup instructions, see Integrating Genesys Bot Connector in the IBM watsonx Orchestrate documentation.

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Prerequisites

  • A Genesys Cloud account
  • A Genesys Bot Connector integration that is created
  • Genesys Cloud credentials:
    • Client ID (from Genesys OAuth)
    • Client Secret (from Genesys OAuth)
    • Bot Connector ID (from Genesys Integration)
    • API URL (from Genesys Cloud Platform API)
  • A user-defined verification token:
    • Verification Token (any secure random string that you choose)
The Verification Token is not obtained from Genesys Cloud. You create this value (it can be any secure random string). You must configure this same value in both locations:
  1. Your ADK channel configuration (as verification_token)
  2. Your Genesys Cloud Bot Connector integration settings (go to the Credentials tab and add a key-value pair: key=x-watson-genesys-verification-token, value=your random string)

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Create a Genesys Bot Connector channel

Use one of the following methods to define the channel: Using YAML:
YAML
name: "Genesys Contact Center Bot"
description: "Agent for Genesys Cloud"
channel: "genesys_bot_connector"
spec_version: "v1"
kind: "channel"
client_id: "12345678-1234-1234-1234-123456789abc"
client_secret: "your_client_secret_here"
verification_token: "your_verification_token_here"
bot_connector_id: "87654321-4321-4321-4321-cba987654321"
api_url: "https://api.mypurecloud.com"
Using Python:
Python
from ibm_watsonx_orchestrate.agent_builder.channels import GenesysBotConnectorChannel

genesys = GenesysBotConnectorChannel(
    name="Genesys Contact Center Bot",
    description="Agent for Genesys Cloud",
    client_id="12345678-1234-1234-1234-123456789abc",
    client_secret="your_client_secret_here",
    verification_token="your_verification_token_here",
    bot_connector_id="87654321-4321-4321-4321-cba987654321",
    api_url="https://api.mypurecloud.com"
)

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Configuration requirements

FieldRequiredFormatDescription
client_idYesStringGenesys Cloud client ID (from OAuth section)
client_secretYesStringGenesys Cloud client secret (from OAuth section)
verification_tokenYesStringUser-defined token string (must match the value set in Genesys Bot Connector Credentials tab with key x-watson-genesys-verification-token)
bot_connector_idYesStringIntegration ID from Genesys Bot Connector
api_urlYesStringGenesys API Server URI. For example: https://api.mypurecloud.com
Generate a verification token: You can generate a secure random string for verification_token by using tools such as:
  • openssl rand -base64 32 (Linux or macOS)
  • [Convert]::ToBase64String((1..32 | ForEach-Object { Get-Random -Minimum 0 -Maximum 256 })) (PowerShell)
  • Online UUID generators or password generators
Use the same value in your ADK configuration and in the Genesys Bot Connector Credentials tab (with key x-watson-genesys-verification-token).