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 working with different markets. To start using the connector you will need to have Intento subscription, please contact your Customer Success Manager or hello@inten.to for more details. Once your subscription is activated you can proceed with the installation process.

Create a queue in Genesys Cloud

  1. Open Genesys Cloud

  2. Go to Admin → Queues

  3. Create a new queue

Create a Workflow in Genesys Cloud

  1. Open Genesys Cloud

  2. Go to Admin → Architect

  3. Go to Inbound Messages

  4. Add a new Workflow

  5. You need to create a Workflow with the action Transfer to ACD. Please find an example: Architect

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

Create message deployment in Genesys Cloud

  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 to the place in which you want to interact with the client

Create integration in Genesys Cloud

  1. Open Genesys Cloud

  2. Go to Admin → Integrations

  3. Add a new Interaction Widget

  4. Set main settings

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

INTENTO_API_KEY can be found in the Intento Console

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

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

Communication Type Filtering - chat, webmessaging, open, callback

  1. Set additional setting

     

    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"
  }
}

  1. Go to OAuth

  2. Add new OAuth Client

    Authorized redirect URL - https://connector-genesys.inten.to

Create settings in Genesys via Terraform

If you don’t create all entities in Genesys Cloud manually, there is a way to create it via scripts. You can find it here: https://github.com/intento/genesys-cloud-connector/tree/main/terraform

Please be aware that scripts might require some adjustments to fit your needs. Documentation about Genesys Cloud and Terraforms can be found here Terraform Registry