Configure the Genesys Digital Bot Connector integration

You can use your own third-party bot source in Architect message flows. Configure your bot source from the Genesys Cloud Integrations page. Then, use the Architect Call Digital Bot Connector action to integrate the messaging flow with any bot source for processing before it returns entities, or slots, and intents to Architect. When you use this action, provide a bot list. Architect uses this list to populate fields such as bot name, version, and intents, and then provides the information from the call to the customer’s bot for processing.

To configure and activate the Genesys Digital Bot Connector integration, follow these steps:

1. Click Admin.
2. Under Integrations, click Integrations.
3. Click Menu > IT and Integrations > Integrations.
4. Click Integrations.
5. Search for or navigate to the Genesys Digital Bot Connector tile. 
6. Click Install. The integration opens to the Details tab.
7. (Optional) Change the integration name and add notes about the integration.
   Note: If you change the integration name, be sure to use unique names to differentiate the integrations and the associated actions in the Genesys Cloud applications that reference them.
8. Click the Configuration tab.
9. Under Properties, enter the following values:
   

   Property name	Value
   Enable Attachment of files	Indicate whether the integration must support file transfers from the third-party bot to participants.  To reset this parameter, click Default.
   Supported Content Profile	Select the Genesys supported content profile for defining the file types that bots can send. It is applicable only when Enable Attachment of files is set to True. To reset this parameter, click Default.
   Bot Connector URI	Enter the URI that Genesys uses to relay an utterance from a chat to the Digital Bot Connector bot. For example, https://mycustomserver:443/botconnector/.
   Bot Provider	Enter the name of the third-party bot provider for reference. This optional parameter helps you obtain insights from reports.
   Enable Mutual TLS	Indicate whether the integration must support Mutual Transport Layer Security (MTLS) or not.  To reset this parameter, click Default.
   Mutual TLS Client Certificate Authority	Select the MTLS signing authority of the client certificate used by the integration. This option is applicable only when you set Enable Mutual TLS to True. For more information about the trusted certificates for MTLS, see MTLS support for the Genesys Digital Bot Connector integration.

10. Click the Credentials tab and add access credentials for the third-party bot.
    Note: These credentials allow you to provide an authorized token for bot access, and appear in the header of the REST call.
    1. Click Configure. The Configure Credentials dialog box opens.
    2. Click Add Credential Field.
    3. In the Field Name and Value fields, enter the appropriate access token for the bot.
    4. Click OK.
11. Activate the integration.
    1. Next to the bot connector integration, click the Status toggle to change it from Inactive to Active. A Change Status dialog box appears.
    2. Click Yes. The integration is now active.
12. Repeat steps 3–11 to add up to four more digital bot connector integrations.

Validate the integration

When you make and save changes under the Configuration tab, validate your changes to ensure that you configured the integration correctly.

1. Set the Status switch to Inactive and click Yes.
2. Set the Status switch to Active again and click Yes. If the configuration is correct and Genesys Cloud encounters no errors during the activation process, the integration status changes to Active.

When you activate a new integration or save an active integration, the system validates the integration changes. If the validation fails, a message that indicates the cause of the error appears. Regardless of whether an integration is active or not, Genesys Cloud publishes these messages, along with the integration details, to operational events.