How to install Intento for Genesys Cloud

Intento for Genesys Cloud supports real-time translation of the conversations directly in the Genesys chat, allowing Agents from all over the world to work with different markets.

Create a Queue in Genesys Cloud

To create a queue:

1. Open Genesys Cloud

2. Go to Admin → Queues

3. Create a new queue

   

Create a Workflow in Genesys Cloud

To create a workflow:

1. Open Genesys Cloud

2. Go to Admin → Architect

3. Go to Inbound Messages

4. Add a new Workflow

5. Create a Workflow with the action Transfer to ACD.

   To see an example of of workflow with the action Trasner to ACD, see Architect

   

   In this action, you should select the queue from the first step

Create a Message Deployment in Genesys Cloud

To create a message deployment:

1. Open Genesys Cloud

2. Go to Admin → Message Deployments

3. Create new

   

   The crucial thing is that you should select flow from the previous step

4. Get the code of the snippet for your website. Put this code in the place where you want to interact with the client

   

Create Integration in Genesys Cloud

To create an integration:

1. Open Genesys Cloud

2. Go to Admin → Integrations

3. Add a new Interaction Widget

   

4. Define and specify main settings:

   1. Application URL - https://connector-genesys.inten.to/?conversationid={{gcConversationId}}&language={{gcLangTag}}&translateApiKey=INTENTO_API_KEY

   2. INTENTO_API_KEY can be found in the Intento Console

   3. Iframe Sandbox Options - allow-scripts,allow-same-origin,allow-forms,allow-modals,allow-popups,allow-downloads

   4. Group Filtering - you should choose the group on how the widget will be used

   5. Communication Type Filtering - chat, webmessaging, open, callback

5. Set additional settings:

   

    JSON for settings:

   {
     "icon": {
       "48x48": "https://connector-genesys.inten.to/intento.png",
       "96x96": "https://connector-genesys.inten.to/intento.png",
       "128x128": "https://connector-genesys.inten.to/intento.png",
       "256x256": "https://connector-genesys.inten.to/intento.png"
     },
     "lifecycle": {
       "ephemeral": false,
       "hooks": {
         "blur": true,
         "focus": true,
         "bootstrap": true,
         "stop": true
       }
     },
     "monochromicIcon": {
       "vector": "https://connector-genesys.inten.to/intento.svg"
     }
   }

6. Go to OAuth and add a new OAuth Client with Authorized redirect URL - https://connector-genesys.inten.to

   

Create Settings in Genesys via Terraform

If you don’t want to create all entities in Genesys Cloud manually, there is a way to create them via scripts. You can find the script on GitHub.