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The AI can answer messaging your Genesys message flows receive, on web messaging and any channel the flow handles. Genesys delivers every message. It uses the Genesys Digital Connector, which may need enabling on your org. The AI follows each channel’s Autopilot setting. With autopilot off on a channel, its messages go straight to your flow’s transfer with no AI reply. You must go live first. To turn it on, open the Channels tab, then Native messaging:
  1. Turn on AI answers Genesys messaging and save. Copy the Digital Connector URI, Secret header and Connection secret. The secret is shown once.
  2. In Genesys, add and activate a Digital Connector integration with that URI, and the header name and secret as its credential.
  3. In your inbound message flow, add Call Digital Connector, choose OpenCX AI and publish.
  4. On that step, send the Handoff intent and the failure path to Transfer to ACD. To route to the queue linked to the session’s team, read the opencx_queue_id output into the transfer.
  5. Send a test message. Native messaging on the Setup checklist shows done once the first one arrives.
Parameters your flow passes to the step are kept on the session as genesys_flow_parameters.

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Channels in the inbox

Sessions carry the customer’s real channel, so inbox labels, reports and per-channel AI settings work as they do elsewhere. Genesys still delivers everything.

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Who the customer is

To tell the AI who a signed-in customer is, get a contact token from the contact authentication API on your server, and pass it as opencx_contact_token, either as a Messenger custom attribute or a flow parameter. The session then belongs to that contact. A name or email passed without the token is kept as unverified data. It never links the session to an existing contact.

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Return visits

A customer who writes after their session closed gets a new session with the AI, on the same contact, whether or not Genesys keeps the conversation ID.

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Surveys

While the AI holds the conversation, CSAT goes to the customer in the conversation, as a message with the rating link. Once it has moved to your agents, OpenCX can’t reach the customer, so use a Genesys survey there.

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Details

  • Handoff: the bot session ends with the Handoff intent, with the participant data on the participant. The AI stops replying. So does a conversation your flow moves on its own.
  • Agent replies: agents reply in Genesys. They appear on the session within seconds, or within about a minute at worst, and OpenCX never sends them again. Files are kept on the session. One that can’t be copied leaves a note.
  • Inbox replies: these go out through Genesys while the AI holds the conversation. After that the composer says Reply in Genesys, and internal comments still work.
  • Customers’ files: Genesys sends the AI text only, including button taps. A customer who sends only a file is asked to type. Your agents still receive files.
  • Replies that can’t be sent: the conversation goes to your flow’s transfer, with the text in opencx_undelivered_reply, or opencx_unconfirmed_reply if it may have been sent.
  • Assist mode: the conversation goes to your flow’s transfer, with the draft in opencx_suggested_reply.
If you connected before this feature, reconnect so the role gets integration:botconnector:send and conversation:message:view.