The Genesys Cloud integration allows you to automatically send an InputKit sequence to your customers after a call ends, based on the wrap-up codes configured in Genesys Cloud.
Connect Genesys Cloud to InputKit
Log in to InputKit.
Click your name in the top-right corner.
Click “Integrations”.
Click “Add an integration”.
Select “Genesys Cloud”.
Click “Connect Genesys Cloud”.
You will then need to select your Genesys Cloud region.
The region can be found in the address used to access Genesys Cloud. For example:
apps.cac1.pure.cloud
In this example, cac1 corresponds to the Canada region.
Then enter:
the Client ID;
the Client Secret.
The OAuth client must have the required permissions to access:
conversation details and Analytics data;
users;
wrap-up codes;
external contacts.
Then click “Connect”.
Add a trigger
A trigger determines after which calls an InputKit sequence should be sent.
Open the Genesys Cloud integration.
Click “Add a trigger”.
Select the event corresponding to the end of a call.
Select the wrap-up codes that should trigger the sending.
Choose the InputKit sequence to send.
Add a sending delay if needed.
Click “Next”.
Tip: Select only codes that correspond to an actual interaction with the customer, such as “Resolved” or “Information provided”. Avoid codes such as “Wrong number” or “Voicemail”.
Choose the information sent to InputKit
Then select the Genesys Cloud fields you want to send to InputKit and verify their mapping.
This may include:
the customer’s name;
their phone number;
their email address;
the agent who handled the call.
Note: The customer must have a mobile phone number or email address available for a sequence to be sent.
Tip: Match Genesys Cloud agents with the corresponding InputKit employees so you can track their customer satisfaction in your reports.
Add filters
You can add filters to limit sendings to specific calls only.
For example, you can send a sequence only for calls coming from a specific queue.
Once the configuration is complete, click “Create trigger”.
Create multiple triggers
You can create multiple triggers to send different sequences depending on the type of call.
For example:
one sequence after a technical support call;
one sequence after a customer service call;
one sequence after a sales call.
Disconnect Genesys Cloud
To disconnect the integration:
Click your name in the top-right corner.
Click “Integrations”.
Open “Genesys Cloud”.
Click “Disconnect”.
Confirm the disconnection.
Once Genesys Cloud is disconnected, new calls will no longer trigger sendings in InputKit.
Example use case
A customer service team can configure a trigger to automatically send a satisfaction survey after every call marked “Resolved”.
Calls ending with a code such as “Voicemail” or “Wrong number” can be excluded so that only customers who actually spoke with an agent receive the survey.
If you have any questions, feel free to contact us via the chat.