Connectors

Genesys Cloud

A data action that starts translated calls, for scripts and Architect flows.

A data action, Spiiksi - Start translated call, that starts a call and returns the agent's and the customer's links. Use it from a Script (a button the agent presses during an interaction) or an Architect flow (for example, to text the customer a link after they choose a language).

Install#

In Spiiksi, create an API key with the calls:write scope.
In Genesys Cloud Admin → Integrations, add a Web Services Data Actions integration. Under Configuration → Credentials, choose User Defined and add a field apiKey with your key. Activate it.
Download spiiksi-genesys.zip. In Admin → Actions → Import, import spiiksi-start-call.json into that integration. Test it, then publish it.

Inputs and outputs#

Input	Notes
`agentLanguage`	Required: the agent's language code
`conversationId`	Required: becomes `external_id: "genesys-<id>"`
`video`	Required: whether the two may see each other
`customerLanguage`	Optional; empty lets the customer choose
`agentName`, `customerName`	Optional

Outputs: callId, agentUrl, customerUrl.

In a Script#

Add a button that runs the data action with values from the interaction. Show agentUrl as a link that opens in a new window, and send customerUrl to the customer with your SMS or email action.

Voice interactions#

To put a Genesys voice interaction itself through Spiiksi, transfer it to your Spiiksi phone line: a Twilio number connected in Spiiksi, or a SIP route to it through a BYOC trunk. See Phone lines.