Setting up Zoom Virtual Agent Genesys support channel

Once the Genesys integration is enabled, the next step is to configure it. In this article, we will provide a step-by-step guide to help you connect your Zoom Virtual Agent to Genesys support channel and your chatbot. By following these steps, you'll be able to streamline your support operations and provide fast and efficient service to your customers.

This article covers:

Prerequisites for setting up Zoom Virtual Agent Genesys support channel

How to set up Genesys support channel

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management then Virtual Agents.
  3. Click the Support Channels tab.
  4. Click Add Channel.
    A pop-up window will appear.
  5. Under Channel Source, select Integration.
  6. Under Support Channel Name, enter a display name for your channel.
  7. Under 3rd Party Support Channels, select your Genesys connection.
  8. Under Channel Type, click Chat.
  9. Click Add.

How to connect the Genesys support channel to a bot

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management then Virtual Agents.
  3. In the Chatbots tab, add a Chatbot.
    You will be directed to the Settings tab.
  4. Under Intent Settings, select and add associated intent domain from the list.
  5. Under Support Channels, click Manage Channels.
  6. Select Genesys support channel as the default support channel to be used for the bot.
  7. Click Save.
  8. Next to the chatbot’s name, click the Publish button to publish the bot.