If embedding Agent Guidance as a widget in the Interaction Panel, then a marketplace app must be configured and an OAuth token created within Genesys Cloud.

 

 

 

Within the "Integrations" section of the Genesys Cloud admin settings, click the + Integrations button:

 

 

Find the Interaction Widget within the list of available apps, and click Install:

 

 

Once installed, start by editing the Configuration tab's Properties section:

Application URL: provide your Agent Guidance URL to be integrated with Genesys Cloud. It must include the /executer/desktop/?conversationId={{gcConversationId}} section at the end of it. Other URL Interpolation parameters are not currently supported, and offer no additional functionality.

Iframe Sandbox Options: typically leave this as default, but sometimes it may be desired to allow more functionality (e.g., allow-popups or allow-downloads).

Iframe Feature/Permissions Policy: typically leave this as default/blank.

Group Filtering: select the group(s) to see the widget on the Genesys Cloud Interaction Panel's toolbar.

Queue Filtering: select the queue(s) to see the widget on the Genesys Cloud Interaction Panel's toolbar. Leave this blank to apply no queue filtering.

Communication Type Filtering: select the interaction type(s) to see the widget on the Genesys Cloud Interaction Panel's toolbar. Leave this blank to apply no queue filtering.

 

Once finished, the Configuration tab's Properties section should look similar to the below image.

 

 

Then, edit the Configuration tab's Advanced section to add code like the below. This specifies the widget's icon in the Interaction Panel, as well as the name of the widget:

 

 

Having finished configuring the Interaction Widget, return to the Details tab and enter a unique name among the other installed apps, and then make it Active via the slider at the top-right corner.

 

 

Next, within the "Panel Manager" section of the Genesys Cloud admin settings, set the created widget as the default for any interactions where you want the Agent Guidance widget to be presented immediately in the Interaction Panel rather than requiring the agent to manually launch it each time. This is recommended, as it also reduces the Workflow loading delay.

 

 

Within the "OAuth" section of the Genesys Cloud admin settings, click the Add Client button:

 

Once inside the client creation screen, the following configuration must be made:

App Name: enter a name that is unique among the existing OAuth clients. It is recommended that this matches the name of the created Client Application (for clarity).

Token Duration: leave this as the default of 86400.

Grant Type: set this to Token Implicit Grant (Browser).

Authorized Redirect URIs: provide your Agent Guidance URL to be integrated with Genesys Cloud. It must include the /executer/desktop/ section at the end of it, and match that specified in the Client Application's configuration exactly.

Scope: select (at a minimum) user-basic-info, notifications, conversations, routing:readonly, and outbound.

 

Once the new client has been saved, the window should look similar to the below image. The Client ID needed for the remainder of the integration process is found in the final panel on the page.

 

 

The default behaviour from Genesys Cloud when the external party in an interaction closes it is to swap the agent's Interaction Panel to the wrap-up tab. It is key that the agents be trained to return to the Agent Guidance widget's tab and complete the Workflow in order to ensure that any processes that are in-progress are completed properly. This may need the agents to have the agentUI > defaultPanels > View permission assign to them, please see this article for details.

 

The default sizing for a widget in the Interaction Panel is a narrow vertical container that isn't compatible with the required screen size of Agent Guidance. The widget can be resized on an agent-by-agent basis by clicking the ... (resizer) icon and selecting a different size; the left-most (full panel) is recommended. See this article for details.

 

Unlike the other integration types, if multiple interactions are active for the agent simultaneously, then they will all be accessible and freely swappable from the list on the left of the Interactions Panel. In the other integration types, the agent will instead need to change their selection from the Activities List.