To enable agent handover with Genesys, you’ll need to collect a few details from your Genesys account. This guide walks you through each step.
1. Find Your Region
Your Genesys Region is shown on the login page.
If it’s not pre-selected, ask your Genesys admin or refer to the official guide.
2. Get Your Organization ID
Go to Admin → Account Settings → Organization Settings
In Organization Details, click Advanced
Copy your Organization ID
3. Find the Queue Name
Go to Admin → Contact Center → Queues
Select or create a queue
Copy the name of the queue
4. Get Your Widget Deployment Key
Go to Admin → Contact Center → Widgets
Select or create a widget
Copy the Deployment Key
5. Final Step – Configure in ViaSay
Once you’ve collected all the required details (Region, Organization ID, Queue Name, and Widget Deployment Key):
Go to Integrate → Channels → Agent Channels
Select your Genesys channel — or click New Agent Channel if none exists
Paste each piece of information into the corresponding field in the configuration form
Click Publish
Your Genesys agent channel is now connected and ready for LiveChat handovers! 🎉