Genesys handoff

Ada’s Genesys integration allows an AI Agent conversation to be escalated to a human agent in Genesys Cloud. When a conversation escalates, the connector creates a new Open Messaging conversation in Genesys, routes it through your Inbound Message flow, and bidirectionally relays messages and attachments between the end user (via Ada) and the human agent (via the Genesys agent desktop).

This guide covers the messaging handoff. To route voice calls to Genesys Cloud, see Contact center integration.

Capabilities

The integration supports the following:

• Text messages between the end user and the agent, in both directions
• Attachments between the end user and the agent, in both directions, subject to your Open Messaging content profile
• Routing through any Inbound Message flow you associate with the Ada Open Messaging integration
• Custom attributes passed from the conversation, retrievable in the Architect flow through the Get Participant Data action
• An optional agent display name override — a static label shown in Ada for all agent messages
• Transfers between agents and queues without ending the handoff

Get started

Unless otherwise noted, all instructions must be followed each time you connect a new AI Agent.

To set up the Genesys handoff, complete the steps in this order:

1. Initial configuration — confirm your Genesys licenses, complete the Genesys setup steps, and gather the credentials Ada needs.
2. Configure the handoff — add the Genesys block to your handoff answer and test the integration end-to-end.
3. Custom fields (optional) — pass additional conversation context to Genesys on each handoff.