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Install Steps

Reach out to help@cxconnect.ai if you need any assistance during the process.

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Create an OAuth Code Authorization / PKCE client

  • The Code Authorization / PKCE client will allow frontend communication between Genesys and the cxconnect.ai application
  • Log in to your Genesys Cloud organization and create a new OAuth client that uses the Code Authorization / PKCE type. For more information, see Create an OAuth client in the Genesys Cloud Resource Center.
  • Add the following to Authorized redirect URI:
    • If installing into a Production environment use: https://genesys.cxconnect.ai/genesys/
    • If installing into a Test environment use: https://test.genesys.cxconnect.ai/genesys/
  • Add the following Scopes:
    conversations, conversations:readonly, notifications, response-management, response-management:readonly, user-basic-info,users:readonly
  • Provide the generated client ID and client secret from your OAuth client and specify the region where your Genesys Cloud organization is located to cxconnect.ai.

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Create an OAuth Client Credentials client

  • The Client Credentials client will allow cxconnect.ai servers to communicate and manage the widget integration.
  • Create a Client Credentials OAuth grant, similar to above.
  • Copy the Client ID and Client Secret for sending to cxconnect.ai during activation.
  • This allows cxconnect.ai to make necessary updates to the widget.
  • Add a role with integrations:integration:edit to the created OAuth Client
  • You may use an existing Role or add a new one

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Adding a new Role

  • Navigate to Admin > People & Permissions > Roles/Permissions
  • Click “Add Role”
  • Name the Role
  • On the Permissions tab search, find, and select the Integrations > Integration > Edit permission
  • On the Permissions tab search, find, and select the Integrations > Integration > View permission

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Install and activate the App in Genesys Cloud

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Add the Interaction Widget integration

  • Log in to your Genesys Cloud organization and add an integration. For more information, see Add an integration in the Genesys Cloud Resource Center.
  • Install the Interaction Widget integration.
  • Name the application.

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Configure the Application URL

  • Click the Configuration tab.
  • In the Application URL box, type the URL of the web application. Be sure to specify the full URL, beginning with https:
For Production 
https://genesys.cxconnect.ai/genesys/?conversationId={{gcConversationId}}&language={{gcLangTag}}&orgId=YOUR_ORG_ID&targetEnv={{gcTargetEnv}}&hostOrigin={{gcHostOrigin}}
For Test 
https://test.genesys.cxconnect.ai/genesys/?conversationId={{gcConversationId}}&language={{gcLangTag}}&orgId=YOUR_ORG_ID&targetEnv={{gcTargetEnv}}&hostOrigin={{gcHostOrigin}}
These parameters allow the application to know which interaction and what language the agent prefers.

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Configure Iframe Sandbox Options

  • In the Iframe Sandbox Options box, add the following:
allow-scripts,allow-same-origin,allow-forms,allow-modals

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Set Group and Queue Filtering

  • To limit access to specific groups of agents, in Group Filtering, select the groups that can use the application. Note: if no groups are assigned, no one will be able to see the app.
  • To limit access to specific queues, click Select Queues and select the queues that can use the application.
  • In the Communication Type Filtering box, type: chat,webmessaging

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Configure Advanced Settings

  • Click Advanced and enter the following code in the text area. Then save and activate the integration.
{
  "lifecycle": {
    "ephemeral": false,
    "hooks": {
      "blur": true,
      "focus": true,
      "bootstrap": false,
      "stop": true
    }
  },
  "icon": {
    "48x48": "https://www.chatlingual.com/wp-content/uploads/2022/05/cropped-favicon-192x192.png",
    "36x36": "https://www.chatlingual.com/wp-content/uploads/2022/05/cropped-favicon-180x180.png",
    "24x24": "https://www.chatlingual.com/wp-content/uploads/2022/05/cropped-favicon-32x32.png",
    "72x72": "https://www.chatlingual.com/wp-content/uploads/2022/05/cropped-favicon-270x270.png"
  }
}

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Activating your cxconnect.ai widget

  • Once your integration widget is successfully created cxconnect.ai must have the following to activate the installation:
    • The installed widget ID, usually found in the URL, example:
    embedded-client-app-interaction-widget/aa0489-6283-4656-ac3d-9505aedee418
    • Your organization ID
    • Your Genesys Cloud region (e.g., us_east_1, eu_west_1, etc.) reference
    • The frontend OAuth Code Authorization / PKCE client ID and client secret created above
    • The backend OAuth Credentials Client ID and Client Secret created above.
  • You may email these contents directly to help@cxconnect.ai or securely send in whichever way your organization typically sends similar information.

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Accessing the Application

In your agent conversation view, if you have access, the cxconnect.ai application should now be discoverable!\