Genesys Cloud conversations and status sync

After a handoff, the OpenCX session and its Genesys Cloud conversation stay linked. Agent work in Genesys updates the session, and changes in OpenCX reach the conversation.

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How handoff works

OpenCX opens one Genesys message conversation per session, starting with the customer’s latest message. Your inbound message flow routes it to a queue. New customer messages and agent replies then pass through OpenCX, with files where the channel carries them. Your flow can read this participant data, always as text: The full summary and opencx_transcript follow on the customer participant once the conversation opens.

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Use your own flow

OpenCX imports and publishes an OpenCX Inbound Messages flow for you. To route with your own flow, choose Use my own flow beside Routing on the Setup tab, any time. A minimal flow: Connection check expects the OpenCX flow. With your own flow, use Test session on the Diagnostics tab for the round trip.

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When no agents are available

When no agents are on the queue decides what happens if nobody is on the target queue at handoff. If OpenCX can’t tell, or there’s no target queue, it hands off.

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What Genesys sends to OpenCX

These updates usually arrive within about a minute.

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What OpenCX sends to Genesys

Everything below goes to participant data unless noted. None of it reaches the customer as a message. If Genesys refuses a change, it still applies in OpenCX. Genesys refuses transfers asked for by a connection that isn’t in the conversation. When it does, an internal note on the session says so, naming the queue or agent when OpenCX knows it, so move the conversation there in Genesys. When the AI or the customer closes a session with an agent connected, the conversation stays open. Agent sync is on the Handoff tab, and it stays off until you turn it on.

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Priority

With session priority on, a priority change updates opencx_priority (none 0, low 10, medium 20, high 30, urgent 40). While the conversation waits in a queue, its routing priority changes too. Custom priority levels stay in OpenCX.

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Wrap-up code suggestions

With Suggest, the AI writes up to three codes from the conversation’s queue to opencx_wrapup_suggestions. Pre-fill when sure also pre-selects the top code when the AI is at least 80% sure and the queue makes wrap-up mandatory. A code the agent chose is never replaced, and the agent always has the final say.

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Contacts and companies

At handoff, OpenCX links the contact to a Genesys external contact by phone number, then email, or creates one. A contact with neither isn’t linked. Its company links to an external organization the same way. When an agent wraps up, a name edited in Genesys comes back, and an edited email or phone fills only an empty field.

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AI attributes

Under AI attributes on the Handoff tab, list what the AI should look for in a session, and where it goes: participant data, a custom field on the external contact, or a suggested wrap-up code (opencx_suggested_wrapup). The AI fills them at handoff and when OpenCX ends the conversation, and never replaces an agent’s entry.

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Workitems

To also give sessions a Genesys workitem, set Worktype and Create a workitem for on the Handoff tab. A session gets at most one workitem, with its title, summary, queue, skills, language and priority. To fill custom attributes, set session attributes named genesys_workitem_<attribute> before handoff. Values the worktype rejects are left out. The ID is stored on the session as genesys_workitem_id.

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Workflow actions

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Assist panel

In assist mode, agents see the AI’s draft in an OpenCX Assist panel beside the interaction, with Insert, Copy and Dismiss. Drafts reach the customer only when an agent sends them, and only agents on the conversation can see them. Agents sign in with Genesys when they open it in a new browser session. To install the panel, click Install beside Assist panel on the Setup tab. Nobody sees it until you choose who gets it: in Genesys Cloud, open Admin → Integrations → OpenCX Assist → Configuration and pick the agents’ groups under Group Filtering. To show it only on some queues, pick them under Queue Filtering.

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Channels

Choose where customers chat on the Channels tab. These can run together, and each session stays on the one it started on. Agent replies on sessions that start in OpenCX:

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Import past conversations

To bring past messaging and email into the inbox, open the Knowledge section of the Connection tab and press Import beside Past conversations. It covers the last 90 days and creates closed sessions on their real channels. Nothing is sent to customers, no AI or workflow runs, and nothing is billed. Importing again skips what’s already there. A large history pauses part way: press Resume to go on. To import one conversation in a workflow, set Genesys Conversation ID on the Create Ticket action. A live messaging conversation stays open and keeps syncing. An email still open is refused until it ends.

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Sessions your team starts

On a Genesys workspace, the New Session dialog and sub-sessions work on email. OpenCX sends the message and no Genesys conversation exists until the session is handed off.

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Merged sessions

Genesys has no conversation merge. After a merge, each source conversation gets opencx_merged_into and is ended, unless the primary shares it. The primary’s conversation gets opencx_merged_from. Turn off threading so a returning customer can’t rejoin an ended source conversation.

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