Genesys Quickstart
Documentation for helping clients understand the cxconnect.ai App for Genesys. Introduction Architecture Application Workflow Translation Process Language dropdown References and External LinksIntroduction
The cxconnect.ai App for Genesys is an innovative tool designed to seamlessly integrate with the Genesys Agent UI. It offers real-time translation capabilities, ensuring that agents can communicate effectively with customers regardless of language barriers.Architecture
- The application is embedded within the Genesys Agent UI within a provided iframe.
- The application is hosted in our cxconnect.ai cloud environment, where it has access to our Translation API.
- Our application is built with Vue and served by a Go web server.
- Communication with Genesys is facilitated using the Genesys Platform javascript SDK. The following Genesys APIs are utilized:
- Conversations API
- Notifications API
- Response Management API
- Users API
- Authorization is handled through an implicit grant process
Application Workflow
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Once a user has answered a conversation, our application is discoverable via the cxconnect.ai logo
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The conversation is then translated into the agent’s language, English in this case, and displayed within the application.
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The agent must use the cxconnect.ai message box to send outgoing messages if they need translation. A message is typed and sent using the Enter key or the Arrow button.
Translation Process
- A payload is provided fulfilling the Translation API /translate endpoint.
- An incoming message from the customer is picked up via webhook in the customer’s language. If the language is not English, it is detected and translated and placed into the cxconnect.ai app for display.
- An outgoing message, typed into the cxconnect.ai app text box, is translated using the conversation’s pinned language. The message is then sent to the customer in their local language.
Language dropdown
Language options
The menu shows all languages your organization supports for translation.How the language is set
The language dropdown shows the pinned language for the conversation. That pinned language is used for outgoing translations and stays fixed until an agent changes it.- First customer message: When the first customer message is detected and successfully translated, the app pins that language for the conversation.
- Agent override: If you pick a different language from the menu, that choice is pinned immediately and replaces the detected language.
- No automatic updates: After the language is pinned, it does not change on its own—even if later customer messages appear to be in a different language. Only an agent can update it by selecting a new language from the menu.