Managing connections to Customer Care platforms

Customer Care platform connections define how you connect watsonx Orchestrate to external customer engagement systems, such as Genesys Cloud, during runtime. You use these connections in the Agent Assist dashboard to subscribe to live customer conversations. By configuring a Customer Care platform connection, you decide which customer care tenant and credentials watsonx Orchestrate uses when it interacts with active conversations. Use the ADK CLI commands in this topic to configure, list, and remove Customer Care platform connections for your tenant.

Configuring a Customer Care platform connection

Use the following command to set up a new connection or update one you already manage.

BASH

orchestrate customer-care platform configure \
  --type genesys
  --name <connection unique name>
  --endpoint <Customer Care connection endpoint> \
  --client-id  <client ID> \
  --client-secret-stdin | --client-secret <client secret> \

Show command flags

--type / -t

string

The type of contact center platform to configure. Valid platform type are: genesys, five9, or twilio.

--name / -n

string

The name of the contact center connection you wish to create or update. This value identifies the connection together with a platform‑specific suffix.

--client-id

string

The client_id used to authenticate with the selected platform.

--client-secret

string

The client_secret used for authentication. Prefer using —client-secret-stdin for improved security.

--client-secret-stdin

string|stdin

Read the client_secret from standard input for secure, non‑echoed entry such as a piped or prompted input. When provided, this option takes precedence over —client-secret.

--endpoint

string

The authentication or API endpoint for the platform, such as a base URL or token endpoint, when you need to use a value different from the default.

Note:The connection name you specify configures the watsonx Orchestrate Agent Assist dashboard and determines which Customer Care platform instance the dashboard uses during runtime.

Listing Customer Care platform connections

Use this command when you need to view your configured connections.

BASH

orchestrate customer-care platform list

Show command flags

--type / -t

string

Optional filter for the list of configured contact center platform connections based on platform type.
If not defined, the command lists all configured connections.

Deleting a Customer Care platform connection

Use this command when you need to remove a connection you no longer use.

BASH

orchestrate customer-care platform remove <connection unique name>

Show command flags

--name / -n

string

The name of the contact center connection to remove. You can provide the full connection ID or a prefix. If you provide a prefix, the command removes the matching connection.

--type / -t

enum | optional

Optional platform type to remove.
When used together with —name, the command removes the connection that matches both values.

​Configuring a Customer Care platform connection

​Listing Customer Care platform connections

​Deleting a Customer Care platform connection

Configuring a Customer Care platform connection

Listing Customer Care platform connections

Deleting a Customer Care platform connection