`"token":
`"qDelimiter":
`}}` | | Capture AI Agent Information in Kore Data Table | BotId | A unique identifier assigned to an AI Agent. | Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details | | Capture AI Agent Information in Kore Data Table | ClientId | An identifier provided to a client application. | Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details | | Capture AI Agent Information in Kore Data Table | ClientSecret | A secret key or password associated with the ClientId. | Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details | | Capture AI Agent Information in Kore Data Table | AgentAssistWidgetURL | URL that points to the Agent AI widget.
For example: `https://agentassist.kore.ai/koreagentassist-sdk-v3/UI/agentassist-iframe.html` | Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details | | Capture AI Agent Information in Kore Data Table | AudiohookEnabled | A setting or flag indicating whether Kore audio processing is enabled for the AI Agent. | **true** if Kore audio processing should be enabled, otherwise **false**. | | Capture AI Agent Information in Kore Data Table | QueueIdentifier | A unique identifier in the Data Table to fetch AI Agent details at run time. | | | Capture AI Agent Information in Kore Data Table | KvpConfig | The KVPs (Key value pairs) to be included in SecureCustomData. JSON object containing the necessary keys and xpath (paths to locate the value in Genesys Conversation API result JSON object). [Genesys API Explorer](https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-conversations--conversationId)
**Note:** Optional column. Required when you wish to send secure custom data to Agent AI. | **Sample:**
`{`
`"queueName": "participants[0].queueName",`
`"callStatus": "participants[0].calls[0].state"`
`}` | | Capture AI Agent Information in Kore Data Table | JWEPublicKey | Public key assigned to the Client App. | Agent AI > Flows & Channels > Digital > Web/Mobile Client > JWT App Details | | Capture AI Agent Information in Kore Data Table | RSPrivatePem | The Private Key that corresponds to the Public Key supplied during the creation of a Client App using the RS256 or RS512 algorithm. | **RSPrivatePemKey** is an optional column and is required when the **algorithm** used is **RS256** or **RS512**.
(Not supported / Will be supported in future releases) | | Capture AI Agent Information in Kore Data Table | Algorithm | Algorithm assigned to the Client App. | Currently, "HS256" algorithm is the only supported value. So, the **algorithm** value will always be **HS256**. | | Install Audiohook for Voice Streaming | Kore Voice Gateway (KVG) | For SaaS in US region, value is `savg-webserver.kore.ai`.
For on-prem, refer to corresponding host. | | ## Architecture Diagrams **Chat**
**Voice**
## Interaction Sequence
This document provides detailed, step-by-step instructions for setting up the integration of the Agent AI widget in the Genesys environment.
## Activities on Platform
* [Capture AI Agent information in Kore Data Table](#capture-ai-agent-information)
* [Access Custom Data and Secure Custom Data in AI Agent](#access-custom-data-and-secure-custom-data-in-ai-agent)
## Activities on Genesys Cloud
* [Generate Oauth ID to enable Kore Services to Connect with Genesys](#generate-oauth-id-to-enable-kore-services-to-connect-with-genesys)
* [Create an Interaction Widget in Genesys for Agent AI](#create-an-interaction-widget-in-genesys-for-agent-ai)
* [Provide Interaction Widget Access to Agents](#provide-interaction-widget-access-to-agents)
* [Create a Queue in Genesys](#create-a-queue-in-genesys)
## Chat Setup
* [Create/Update Architect Inbound Message Flow in Genesys for the Agent Queue](#createupdate-architect-inbound-message-flow-in-genesys-for-the-agent-queue)
* [Create Messenger Configuration](#create-messenger-configuration)
* [Create Messenger Deployment](#create-messenger-deployment)
* [Steps to start a Chat Request Simulation](#steps-to-start-a-chat-request-simulation)
## Voice Setup
* [(Optional) Install Audiohook for Voice Streaming](#optional-install-audiohook-for-voice-streaming)
* [Create/Update an Architect Inbound Call Flow in Genesys for the Agent Queue](#createupdate-architect-inbound-call-flow-in-genesys-for-the-agent-queue)
* [Steps to start a Voice Request Simulation](#steps-to-start-a-voice-request-simulation)
## Prerequisites
* Genesys Administrator with access to a Genesys Cloud account with Admin rights.
* Platform Administrator with access to Agent AI instance.
## Capture AI Agent Information
### Genesys Data Table
This step involves creating a Genesys Data Table with Agent AI bot details.
3. Create a new Data Table by clicking the **+ Add** button, as highlighted on the following screenshot:
4. Provide a relevant name, such as KoreaiAA-configuration, and then click **Save**.
6. Add the custom fields with Bot details.
7. Follow the below conventions for other custom fields. Use the exact names, including upper/lower case.
These values are found in the **Agent AI** > **Flows & Channels** > **Channels** > **Digital** > **Web/Mobile Client** > **JWT App Details** section.
| | |
| -------------------- | ----------------------------------------- |
| **Field Label** | **Default Value** |
| AgentAssist URL | Agent AI URL |
| Bot Id | `st-8cb94691-xxxx-xxxx-xxxx-xxxxxxxx` |
| Client Id | `cs-b60f544d-xxxx-xxxx-xxxx-xxxxxxxxxxxx` |
| Client Secret | \
### Third-Party Configuration
[Third-Party Configuration](/ai-for-service/agentai/configuration/third-party-configuration) maps Agent AI bots to specific queues. Within this configuration, you can define the bot's language, custom data configuration, or secure custom data configuration.
For example, if you want to associate Agent AI Bot1 with Queue1, and Agent AI Bot2 with Queue2, you need to:
* Create a record in Third Party Configuration for Agent AI Bot1, setting the Queue Identifier as Queue1.
* Create a record in Third Party Configuration for Agent AI Bot2, setting the Queue Identifier as Queue2.
This setup ensures that the correct Agent AI widget renders for conversations routed through the defined queues.
4. Enter the following details in the **New Table** page:
1. **Name** of the Data Table (any alphanumeric name).
2. **Description** of the Data Table.
3. **Columns** to be included in the Data Table. Click the "tick" mark to add multiple columns.
Add the following **case-sensitive** columns with type "string":
**Mandatory Columns**:
* QueueIdentifier (unique identifier for the table)
* BotId
* ClientId
* ClientSecret
* AgentAssistWidgetURL
* AudiohookEnabled
* JWEPublicKey
**Optional Columns**:
* KvpConfig
* Algorithm (HS256)
* RSPrivatePem (Ignore/Not Supported)
* isAgentAISDK
4. **Indexes** for the table.
* **Index Name** for reference.
* **Is Unique** flag to define if the index is expected to contain unique values. (Enable "is Unique.")
* **Column & Sort Order** - List of columns to be included in the index; you can select multiple columns and specify the sort order (ascending or descending) for each of the selected columns. (Select QueueIdentifier with ascending order.)
5. **AI Agent Assignments** (not applicable).
6. **App Assignments** to let apps access data in this table.
1. Select any app from the displayed list, or click **Create New App** and enter your app name:
2. Select the **Read**, **Write**, and **Delete** permissions, as required.
7. **Process Assignments** (not applicable).
5. Click **Create** to create the new data table.
### Insert data into Data Table
Set up necessary permissions and app assignments and insert AI Agent-specific data into the Data Table.
1. Sign in to Platform.
2. Click **Data** > **Apps**.
3. Select the **App** with "write" access to the Data Table where you want to add information.
4. Copy **Client ID** and **Client Secret** of the App.
5. Create a JWT Token using the **Client ID** and **Client Secret** by following this [doc](/ai-for-service/apis/automation/api-introduction#generating-the-jwt-token).
6. Insert the following data into the Data Table by following this [doc](/ai-for-service/apis/automation/data-insert). Use the JWT Token created in the previous step.
**API Body Payload Structure**:
```
{
"data": {
"QueueIdentifier": 
**Multiple Queues Example**
## Generate Oauth ID to enable Kore Services to Connect with Genesys
**Steps to get Genesys OAuth ID**:
1. Sign in to **Genesys Cloud**.
2. Go to **Admin** > **Integrations** > **OAuth**.
3. Click **Add Client**.
4. Enter the **app name**, **description**, and **token duration** in the **App Name**, **Description**, and **Token Duration** fields.
5. Select **Token Implicit Grant (br /owser)** in the **Grant Types** section.
6. Add `{Agent AI URL}/koreaiaa-genesys/` in the **Authorized redirect URIs** field.
7. Add the following list of scopes in the **Scope** section:
* conversations
* conversations:readonly
* integrations
* integrations:readonly
* messaging
* messaging-platform
* messaging-platform:readonly
* messaging:readonly
* notifications
* user-basic-info
* web-chat
* web-chat:readonly
After saving the configuration, you get the **Client Id** of the created OAuth client. Copy the ID and have it available for [the next step](#create-an-interaction-widget-in-genesys-for-agent-ai).
## Create an Interaction Widget in Genesys for Agent AI
Create a new Interaction Widget. This widget is hosted in the Genesys agent desktop and provides the Agent AI solution features to agents.
**Steps to create an Interaction Widget**:
1. Sign in to **Genesys Cloud**.
2. Click **Admin** > **Integrations**.
3. If you haven't created an Interaction Widget for Agent AI, install a new **Interaction Widget** by clicking the **Integrations** tab on the right side of the page.
4. Name the **Interaction Widget** with a meaningful name, such as KoreaiAA Interaction Widget.
5. Open the **Interaction Widget** by clicking the name.
6. Go to the **Configuration** tab of the Interaction Widget.
7. In the **Application URL** field, enter the following structure:
```
{Agent AI URL}/koreaiaa-genesys/?conversationid={{gcConversationId}}&lang={{gcLangTag}}&environment={{gcHostOrigin}}&genesysid=
3. Click **Apps**, and click one of the app names that has "read" access:
4. Copy the **Client ID** and **Client Secret** values.
5. Create a **JWT Token** using the **Client ID** and **Client Secret** by following this [doc](/ai-for-service/apis/automation/api-introduction#generating-the-jwt-token).
6. Generate a **JSON object** with the specified structure, and then convert it into a URL-encoded string:
```
{
"datatable": {
"name": 
7. Copy the URL-encoded string and paste it against the **x\_metadata** value.
3. Allow all permissions in **iFrame Sandbox Options** and **iFrame Feature/Permission Policy**:
**iFrame Sandbox Options**: allow-forms,allow-modals,allow-popups,allow-presentation,allow-same-origin,allow-scripts,allow-downloads.
**iFrame Feature/Permission Policy**: camera,microphone,geolocation,clipboard-write,display-capture,fullscreen.
**Communication Type Filtering**: chat and call.
## Provide Interaction Widget access to agents
To view the Interaction Widget, agents must have the following accesses:
### Group Membership
An Interaction Widget uses Group Membership to determine who can view it on the agent desktop.
1. Use an existing Group, if your agents are already part of it. Otherwise, create a new Group for Agent AI permission.
2. Name the Group as **KoreAA-Agents** or similar to distinguish it.
3. Add any agent to allow them to use the Agent AI functionality. You can utilize more than one Group, if required.
4. Go back to the **Integrations** section and open the **Interaction Widget** created in the [Create an interaction widget](#create-an-interaction-widget-in-genesys-for-agent-ai) section.
5. On the **Configuration** tab, add access using the Group you identified or created for Agent AI in the Group Filtering option.
You may also utilize Queue Filtering (optional).
### Custom Role/Permission
In addition to the basic agent role, add a new role as given below:
1. Sign in to **Genesys Cloud**.
2. Go to **Admin** > **People & Permissions** > **Roles / Permissions**.
3. Click **Add Role** to create a new role.
4. Give a distinctive name to the role; for example, KoreaiAA Agent.
5. On the **Permission** tab, search for **Conversation** > **Transcription** > **View**, and add (select the box):
7. Once the role is created, click the **three dots** at the right end of the **Permission role,** and select **Change Membership**. Add the appropriate agents to the role.
## Create a Queue in Genesys
1. Sign in to [Genesys Pure Cloud](https://apps.mypurecloud.com/).
2. Go to **Admin** > **Contact Center** > **Queues**, or enter "queues" in the **search** bar under the **Admin** section and press the **Enter** key.
3. Click **Create Queue**. An empty page to create a new queue appears on the right side of the page.
4. Enter/select the following details in the **Create Queue** page:
* **Name**: Enter a unique name for the new queue.
* **Division**: Select a division in which you want to place this queue.
* **Copy settings and members from (Optional)**: Select an existing queue name, if you want to copy the settings and members from it.
* **Peer Id** (optional): Enter a unique ID that can be used to identify the queue from an external platform.
5. Click **Save**.
### Enabling the Audio Monitoring toggle
To stream audio to third-party services, follow the below steps:
1. Sign in to [Genesys Pure Cloud](https://apps.mypurecloud.com/).
2. Go to **Admin > Contact Center > Queues**, or enter "queues" in the **search** bar under the **Admin** section and press the **Enter** key.
3. Click the intended queue name.
4. Click the **Voice** tab.
5. Enable the **Audio Monitoring** toggle.
**Audio Monitoring**: Voice settings on a Queue now have an additional **Audio Monitoring** option, separate from **Voice Transcription**. This allows granularity in what you turn on. The Audio Monitoring will be enabled in the queue, if Audiohook Monitor is enabled by the organization.
## Chat Setup
### Create/Update Architect Inbound Message Flow in Genesys for the Agent Queue
This step manages incoming messages to the Genesys platform. When a chat is initiated from the [web chat messenger](https://developer.genesys.cloud/devapps/web-chat-messenger), it first gets directed to this inbound message flow.
#### Steps to create a chat architect flow
1. Sign in to [Genesys Cloud](https://apps.mypurecloud.com/directory/#/login-oauth).
2. Go to **Admin** > **Architect** > **Architect**.
3. Click the **three dots** next to **Flows: Inbound Call**, and select **Inbound Message**.
4. Click the **+Add** button to create an **Inbound Message Flow**.
5. Click **Create Flow**. The final architect flow looks like the following screenshot:
6. Click **Publish**.
### Create Messenger Configuration
Before using web messaging, you must configure it in Genesys Cloud. To configure Web or Mobile Messaging in your organization, follow these steps:
1. Sign in to [Genesys Cloud](https://apps.mypurecloud.com/).
2. Go to **Admin** > **Message** > **Messenger Configurations**.
3. Click **New Configuration**.
4. Enter a name and description.
5. Click the **Appearance** tab and complete the following information:
* Under **Select your Supported Languages**, click the **Select language(s)** list and choose the languages that you want to support in the Messenger interface.
* Under **Select Default Language**, click the **Select language** list and choose the default language.
* Adjust the other settings according to your preferences.
6. Click the **Apps** tab and complete the following steps:
* Under **Clear Conversation**, turn on the toggle button. This is required for the **Agent AI Conversation Summary** feature to work.
* Adjust the other settings according to your preferences.
7. Click **Save New Version** to create a new version.
### Create Messenger Deployment
To deploy the Messenger snippet to your website, follow these steps:
1. Sign in to [Genesys Cloud](https://apps.mypurecloud.com/).
2. Go to **Admin** > **Message** > **Messenger Deployment**.
3. Click **New Deployment**.
4. Enter a name and description.
5. Under **Select your Configuration**, click **Select Configuration** to select a version of a Messenger configuration created in the previous step to assign to this deployment.
* In the **Assignment** pane, navigate to the Messenger configuration you want to assign to the configuration, and click the name of the Messenger configuration.
* Select the version that you want to assign.
* Click **Save**.
6. Under **Restrict domain access**, determine whether to allow all domains or restrict the domains on which you want to deploy the snippet.
* To allow all domains, select the **Allow all domains** option. Use this option for testing and development purposes.
* To restrict domains, enter a domain and click **Add Domain**. You can add multiple domains to the list. Restrict domains to prevent unauthorized usage of your snippet from unknown domains. If you restrict a domain, Messenger does not run on that website and rejects API requests from that domain.
7. Under **Select your Architect Flow**, select the inbound message flow created in the previous steps.
8. Click **Save.** The **Messenger Deployments** page now displays the snippet and the deployment key.
9. Copy the Messenger snippet and deploy the Messenger snippet to your website.
* If you are building a custom Messenger, copy the deployment key.
## (Optional) Install Audiohook for Voice Streaming
Install Audiohook for voice streaming if using Kore-managed Transcriptions.
1. Sign in to **[Genesys Cloud](https://apps.mypurecloud.com/)**.
2. Go to **Admin** > **Integrations** > **Integrations**.
3. Enter "audiohook" in the search bar.
Audiohook integration requires specific configuration values to support Agent AI configuration.
4. Install a new audiohook app by clicking the **Integrations** button on the top-right corner.
5. Open the **Audiohook**, and go to the **Configuration** tab.
1. **Channel** value should be both.
2. The **Connection URI** format should be similar to `wss://{Kore Voice Gateway(KVG)}/audiosocket/genesys/?sipuri=xxx&token=xxx&botId=xxx&accountId=xxx&agentassist=true`.
7. Add the following details in the **Advanced** tab:
```
{
"environment": 
8. Add credentials in the **Credentials** tab.
9. Use the **ClientID** and **ClientSecret** of the AI Agent you have used while configuring the Audiohook. These credentials are used to validate the audio stream signature by Kore.
10. Click **Save**.
## Create/Update Architect Inbound Call Flow in Genesys for the Agent Queue
When a call comes to a Genesys number, it passes through an architect flow. If you do not have an ACD architect flow for the queue, create one by following this section.
#### Steps to create a call architect flow
1. Sign in to [Genesys Cloud](https://apps.mypurecloud.com/).
2. Go to **Admin** > **Architect** > **Architect**.
3. Click the **+Add** button to create an **Inbound Call Flow**.
4. Click **Create Flow**. The final architect flow looks like the following screenshot:
2. Click **Web Messenger**, select the **Deployments**, and then click **Start Chat** to initiate the chat request.
3. Enter a message on the **Message Us** window, and then click the **Send** icon.
4. Turn on the **On Queue** toggle on the top-right corner of the page.
5. A new chat notification appears on the **Genesys Agent Desktop**. Accept the conversation by clicking the **Answer** button on the left panel.
6. Select the **Interaction Widget** icon to view the Agent AI widget.
### Steps to start a Voice Request Simulation
1. In **Call Routing**, assign the **Architect flow** created in **[Step-4](#steps-to-create-a-call-architect-flow)** to a Genesys Phone Number.
2. Initiate a call using this Genesys Phone Number.
3. A new call notification appears on the Genesys Agent Desktop. Accept the conversation by clicking the **Answer** button on the left panel.
4. Select the **Interaction Widget** icon to view the Agent AI widget.
## Set default contextual panel to Kore Agent AI Interaction Widget
To streamline call handling and improve efficiency, the Agent AI widget can be embedded as the primary contextual panel interaction widget.
To enable this:
1. Sign in to **[Genesys Cloud](https://apps.mypurecloud.com/)**.
2. Click **Admin**.
3. Click **Panel Manager** under the **Contact Center** section. This opens the **Default Contextual Panel**.
4. Select the interaction widget name in both **Voice** and **Web Messaging** field dropdown lists (refer to step-4 of [Create an Interaction Widget in Genesys for Agent AI](#create-an-interaction-widget-in-genesys-for-agent-ai)).
5. Click **Save**.
4. Click **Create**/**Update** (for existing table configuration).
### Insert/update data into Data Table
For first time users, use the POST API and for existing users, use the PUT API to insert this new field into the Kore Data Table.
**API Body Payload Structure**:
```
{
"data": {
"QueueIdentifier": 
**Where to find configuration settings**
You can find the necessary information in **Flows & Channels** > **Digital** > **Web/Mobile Client**.
