The Genesys application can enhance Zoom Virtual Agent's functionality by adding a chat support channel. In this article, we will guide you through the process of enabling Zoom Virtual Agent integration with Genesys, as well as how to delete the integration connection settings if necessary. Once enabled, you can add a Genesys support channel and connect it to a bot.

This article covers:

• How to enable Zoom Virtual Agent Genesys integration
• How to reconnect the Genesys integration
• How to delete the Genesys integration connection settings

Prerequisites for enabling Zoom Virtual Agent Genesys integration

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

How to enable Zoom Virtual Agent Genesys integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
3. Click Add Integration then Genesys.
4. On the Add Genesys Integration page, specify the following:
   • Under Connection Settings, provide the following:
     • Enter a display name for your connection.
     • In the Client ID field, enter the Client ID.
     • In the Client Secret field, enter the Client Secret.
   • Under Configuration Settings, provide the following:
     • In the Region field, select a region from the drop-down menu.
5. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into Genesys, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
6. In the navigation menu, click AI Management then Integrations.
   You will see the Genesys application with a Connected status.

How to reconnect the Genesys integration

When used in knowledge management or support channels, the integration may disconnect as a result of token expiry or authentication issues.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
3. In the Status column of the disconnected integration, click Re-connect.
   You will be taken to the page where you can edit the integration details.
4. (Optional) Edit the integration details.
5. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into Genesys, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
6. In the navigation menu, click AI Management then Integrations.
   You will see the application with a Connected status.

How to delete the Genesys integration connection settings

After you have established the Genesys integration connection, it cannot be edited. If you need to make changes due to subdomain change, you can delete the connection and create it again.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
3. In the Applications tab, click the ellipsis icon  to the right of the Genesys application then Delete.
4. Click Delete to confirm.