QueueIdentifier and custom data — within an embedded Agent AI app. This enables dynamic iframe URL generation for third-party CCaaS/CRM platforms, eliminating the need for separate configuration on the third-party desktop.
Configure a Third Party Integration
- Sign in to Agent AI.
- Go to Configuration > System Setup > Third Party Configuration.
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Select + New Record.
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Enter the record details:
Field Description Name Name of the record. Description A brief description of the record. Queue Identifier Queue or skill name. Enter multiple values by pressing Enter. Must be unique at the account level. The Queue Identifier value must be unique at the account level and is a string.
- Select Next.
- Select + New Value Pair to define key-value pairs.
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Select a key from the Key list and enter its value in the Value field. Add more pairs by selecting + New Value Pair. To delete a key, select the delete button next to it.
- Select Create.
Field Reference — Configure Value
| Field | Description |
|---|---|
| CustomDataConfig | JSON object with keys and xpath paths to values in the Genesys Conversation API result. Passed to the Agent AI widget at runtime and available in the context object. |
| SecureCustomDataConfig | JSON object with keys and xpath paths to values in the Genesys Conversation API result. Securely passed to the widget at runtime. |
| AudiohookEnabled | Boolean flag indicating whether Kore audio processing is enabled. Specific to Genesys desktop. |
| AppLanguageCode | Specifies the language and locale the app uses during interaction. |
| Value | Values must be base64 encoded. |
Edit or Delete a Record
- Sign in to Agent AI.
- Go to Configuration > System Setup > Third Party Configuration.
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Select the vertical ellipsis on the record you want to modify.
- Edit — make updates and select Update.
- Delete — a confirmation message appears.
- Select Delete to confirm deletion.