Genesys Cloud - Main

Hello All,

I have a question about CX Cloud from Genesys and Salesforce integration.

We are using Genesys Agent Copilot for the Call Summary, and we want to store it in the created case (Close Summary field).

We want to store it in the created case (Close Summary) field.

How can I do this? Has anyone done this previously?

#AICopilot(Agent,Supervisor,Admin)
#API/Integrations
#DigitalChannels
#System/PlatformAdministration

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Yvgeni Liberman
Solutions Architect

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Hi,

1. Create a trigger (UserEnd or ACW) that sends the event data to a workflow.
2. The workflow calls a data action: GET /api/v2/conversations/{conversationId}/summaries to fetch the summary.
3. Then call another data action to update the Salesforce record field with the fetched summary.
   1. If needed, add an extra data action to query the Case ID first.

Regards,

Jeroen

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Jeroen van der Sandt
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Hello Yvgeni,

Yes I believe this is possible and there's a Process Automation Blueprint available that demonstrates this type of integration. The idea is to use the Conversation Summarization API together with Process Automation Triggers and Salesforce Data Actions to write the Agent Copilot summary back to a Salesforce Case.

The workflow would look something like this:

1. A conversation and agent copilot generate the summary.
2. The proccess automation trigger fires when the interaction wraps up.
3. An Architect flow uses the Conversation ID from the trigger to call the Conversation Summarization API (/api/v2/conversations/{conversationId}/summaries).
4. The returned summary is then written into the appropriate Salesforce Case fields using the salesforce integration and data actions. 

I believe the blueprint for Process Automation trigger with Salesforce is in the appfoundry that demonstrates this pattern and would be a good recommendation for you if your looking to implement something like this. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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Hi Yvgeni,

I haven't implemented this with Salesforce, so I can't comment on the CX Cloud side specifically. However, we are doing something similar with our own CRM.

We were able to retrieve the Genesys Agent Copilot summary using the GET /api/v2/conversations/{conversationId}/summaries API, and we're currently building a workflow to automatically write that summary into our CRM after the interaction completes.

Our approach is to use a Trigger to detect when the conversation summary is available, retrieve the summary via the API, and then pass it to our CRM along with the ticket number so the correct record can be updated.

From my understanding, a similar approach should be possible with Salesforce.

Hope this helps.

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Phaneendra
Technical Solutions Consultant
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This is the Blueprint, but it looks like it creates a case, so that would need to change to an update: https://github.com/GenesysCloudBlueprints/process-automation-trigger-with-salesforce

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Jeroen van der Sandt
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