Microapps

Genesys Intelligent Automation offers a range of pre-built, configurable microapps designed to meet self-service needs across a range of industries. Microapps accomplish specific tasks, such as looking up a customer's account balance, and deploy using Genesys Intelligent Automation. You can combine microapps to create fully personalized AI to drive dialogues in a chat session for a seamless customer and agent experience.

For a description of each microapp, download the Genesys Intelligent Automation Microapps Catalogue.

Note: The PureConnect integration with Genesys Intelligent Automation doesn't support all microapps listed in the catalog, only the ones that appear in the Business Processes section in Genesys Intelligent Automation.

To view the list of available microapps

1. In the menu bar in Genesys Intelligent Automation, click Applications and then click the Advanced Details tab.

2. Expand the Business Processes section. This section displays the available microapps and their associated templates.

For more information about using microapps, see Using WebIVR Microapps in the Genesys Intelligent Automation Reference Guide.

Microapp Templates

Genesys Intelligent Automation provides templates for faster and easier implementation of microapps. Each template has default behavior settings that you can configure and a pre-defined call flow that you can modify.

Template settings example

This example shows the default settings for the Balance Enquiry template.

Template call flow example

This example shows the default call flow for the Balance Enquiry template.

Create a Custom Widget Extension

To pass custom data to a microapp, create a custom widget extension. For more information, see Genesys Widgets Extensions.

Test Microapp with Chat Widget

To test the microapp with a chat widget

1. When your chat widget loads, run the following command from the developer console in the browser that is hosting widgets:

window._genesys.widgets.bus.command('WebChatService.setSpeechStormCustomData', { customerId: 3457896, productId: 5469871 });

2. Start a chat and ask to speak to an agent to avoid the bot interaction.

3. After the agent connects, in Interaction Connect, paste microapp://app/nGuejrc- into the chat and press Enter.

4. When the microapp appears, verify that your test customer ID and product ID appear.

Alternatively, you can skip the first step and have the agent send the following microapp parameters in the message to the customer:

• microapp://app/nGuejrc-

• customerId=3457896

• productId=5469871