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:

• How to set up Zoom Virtual Agent Genesys support channel
• How to connect the Genesys support channel to a bot

Prerequisites for setting up Zoom Virtual Agent Genesys support channel

• Account owner or admin privileges for the Zoom web portal
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Zoom Virtual Agent Genesys integration enabled
• Edit access to Virtual Agent product

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.
   • Into the fields, Webhook secret and Integration ID, paste your webhook secret and integration ID, respectively.
   • (Optional) CRM tags: Click Add CRM tag and choose between Text or Variable. This allows admins to categorize and organize chats, making it easier to identify the issue type and provide specialized assistance.
     • If you select Text, under Tag Content, enter the labels or keywords you want to add.
     • If you select Variable, under Tag Variable, select a variable from the drop-down list.
   • (Optional) Chat Form: Select a form from the drop-down list. Adding a chat form will send a selected form to a user before connecting them with an agent.
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.