Third-Party Chatbot Support

Requirements: To support third-party chatbots, the IC Server must be running CIC 2019 R1 Patch 5 version or later. Alternatively, you can apply a gap ES to an IC Server running CIC 2019 R1 Patch 4. Chatbot support also requires Interaction Connect version 2019 R1 Patch 5 or later.

Support for DialogFlow is included in this initial release with support for other third-party chatbots to follow soon. You configure any of these third-party chatbots in the Interaction Connect Widgets view. For more information, see Widgets Plugins Configuration.

This release provides the ability for widgets to use websockets when talking to chatbots. It also adds a webhook attribute to the /icws/web-chat/start ICWS request within the ICWS web chat API that eliminates polling the server. For more information, see https://help.genesys.com/developer/cic/docs/icws/webhelp/icws/web-chat/start/index.htm.