Install Steps

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

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, users:readonly
Optional: to filter canned responses by the queue the agent is on, also add routing:readonly. See Optional: Queue-segmented canned responses.
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.

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

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

Install and activate the App in Genesys Cloud

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.

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.

Configure Iframe Sandbox Options

In the Iframe Sandbox Options box, add the following:

allow-scripts,allow-same-origin,allow-forms,allow-modals

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

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"
  }
}

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.

Accessing the Application

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

Optional: Queue-segmented canned responses

This step is optional. The cxconnect.ai app works without it. If you skip it, agents still see canned response libraries they are allowed to access in Genesys (by division and role). They will not get extra filtering based on the queue’s Canned Responses settings on each queue. Enable this only if you use queue segmentation in Genesys (libraries assigned per queue under Contact Center → Queues → [queue] → Canned Responses) and you want the embedded app to match the native agent experience.

What this enables

When an agent is on an interaction, the app can read the conversation’s queue and apply that queue’s canned response library rules:

All libraries — same as today: all libraries the agent can access
Selected libraries — only libraries assigned to that queue
None — no canned responses in the app for that queue

Add routing scope to the PKCE OAuth client

Queue filtering uses the Genesys Routing API (GET /api/v2/routing/queues/{queueId}). The Code Authorization / PKCE client must include a read-only routing scope.

In Genesys Cloud, open Admin → Integrations → OAuth (or your OAuth client list) and edit the same PKCE client used for the widget (the one whose scopes are listed in Create an OAuth Code Authorization / PKCE client).
Under Scopes, add routing:readonly. If your org’s OAuth UI groups scopes differently, use the read-only Routing scope equivalent to routing:readonly.
Save the OAuth client.
The full Scopes list on that client should include routing, for example: conversations, conversations:readonly, notifications, response-management, response-management:readonly, routing:readonly, user-basic-info, users, users:readonly

No change is required to the Client Credentials backend client for this feature. Only the agent-facing PKCE client needs the extra scope. Agents may need to sign in again (or reload the widget) so new tokens include the updated scopes.

Configure queue libraries in Genesys

OAuth scope alone does not assign libraries to queues. If queue libraries are not already configured, in Genesys:

Go to Contact Center → Queues and open the queue.
Open the Canned Responses (or equivalent) tab.
Choose All libraries, Specific libraries, or None, and save.

See Create and manage libraries in the Genesys Cloud Resource Center.

Verify

Open a web messaging or chat interaction on a queue that uses Specific libraries.
Open canned responses in the cxconnect.ai panel.
Confirm only libraries allowed for that queue appear, and that search results follow the same rules.

If the scope is missing or the queue cannot be read, the app falls back to showing all libraries the agent can access. You may see a diagnostic such as canned_response_queue_filter_failed in browser logs. The app stays usable, without queue-based filtering.

Troubleshooting

Symptom	Likely cause	Action
App not authorized to use scope `[routing:readonly, routing]`	PKCE client missing routing scope	Add `routing:readonly` to the PKCE client and have agents refresh the session
All libraries still visible	Queue set to All libraries, or the scope is not yet on the token	Check the queue’s Canned Responses settings, then re-authenticate
No canned responses	Queue set to None	Expected. Change the queue library mode in Genesys if responses should appear

For help, contact help@cxconnect.ai.

Get Started

Support

Off Market Installation Guide

Install Steps

Create an OAuth Code Authorization / PKCE client

Create an OAuth Client Credentials client

Adding a new Role

Install and activate the App in Genesys Cloud

Add the Interaction Widget integration

Configure the Application URL

Configure Iframe Sandbox Options

Set Group and Queue Filtering

Configure Advanced Settings

Activating your cxconnect.ai widget

Accessing the Application

Optional: Queue-segmented canned responses

What this enables

Add routing scope to the PKCE OAuth client

Configure queue libraries in Genesys

Verify

Troubleshooting

​Install Steps

​Create an OAuth Code Authorization / PKCE client

​Create an OAuth Client Credentials client

​Adding a new Role

​Install and activate the App in Genesys Cloud

​Add the Interaction Widget integration

​Configure the Application URL

​Configure Iframe Sandbox Options

​Set Group and Queue Filtering

​Configure Advanced Settings

​Activating your cxconnect.ai widget

​

​Accessing the Application

​Optional: Queue-segmented canned responses

​What this enables

​Add routing scope to the PKCE OAuth client

​Configure queue libraries in Genesys

​Verify

​Troubleshooting

Install Steps

Create an OAuth Code Authorization / PKCE client

Create an OAuth Client Credentials client

Adding a new Role

Install and activate the App in Genesys Cloud

Add the Interaction Widget integration

Configure the Application URL

Configure Iframe Sandbox Options

Set Group and Queue Filtering

Configure Advanced Settings

Activating your cxconnect.ai widget

Accessing the Application

Optional: Queue-segmented canned responses

What this enables

Add routing scope to the PKCE OAuth client

Configure queue libraries in Genesys

Verify

Troubleshooting