Shelf Answer Assist Integration with Genesys Cloud: Installation and Configuration Guide


Document Version History


Version number

Modified by

Modifications made

Date modified

Status

1.0

Shelf

Initial release of the document.

14 June  2021

Expired

1.1

Shelf

Updates made to the document to include new graphics, new wordings, and new style and layout to bring it to compliance with the corporate tone and voice.

28 September 2022

Expired

1.2

Shelf

The Answer Assist Configuration section was reworked to match the change in suggestion sources. Figures were replaced to match the new version of Shelf’s Answer Assist. Multiple corrections were made to the text as well.

31 October 2022

Expired

1.3

Shelf

The document was updated to include the Suggestion Sources and Feedback features configuration sections by means of reference.

8 November 2022

Active












Document Purpose

This document describes the steps that are necessary to set up and configure Shelf's Answer Assist Integration with Genesys Cloud.


In order to use the Answer Assist feature, Shelf Support needs to be contacted to configure your account. 


If you require further assistance, please do not hesitate to contact us at support@shelf.io or from the in-app chat support within the Shelf platform.

     

Introduction

The Shelf Answer Assist now supports two different providers that are responsible for content suggestions:

  • Shelf AI Suggestions (powered by Shelf AI Recommendations engine based on Shelf FAQs)

  • Google (powered by Google DialogFlow)


Figure 1. Supported suggestions sources in Answer Assist

If you wish to use Google as one of the providers, additional external setup on Google is required and is described in a separate Google-specific guide. All other providers are fully supported from within the Shelf platform.

Before starting the configuration process for Answer Assist, we suggest some content be available on your Shelf account so that Answer Assist can actually deliver content.




Answer Assist Configuration

For each Shelf instance, one Answer Assist configuration can be created in the Shelf Admin Panel.
The configuration options include each of the two providers (Shelf AI Suggestions and Google) and agent feedback.

Configuring the Shelf AI Suggestions Provider

This step is needed to allow Answer Assist to feed in AI-matched context suggestions to agents that will help them improve the quality of interactions with your organization’s customers. Detailed information on the Shelf AI Suggestions Provider and its configuration can be found in the respective section of the Shelf Answer Assist End-to-End Guide.


Agent Feedback

This feature is also enabled in the Answer Assist Configurator in the Shelf Admin Panel and allows your organization’s agents to leave their feedback on suggestions they receive in Answer Assist More details on the Feedback feature in Answer Assist, its configuration and usage can be found in the respective section of the Shelf Answer Assist End-to-End Guide.




Genesys Cloud Configuration

Before configuring the integration, it is recommended to have separate infrastructure elements configured, for example, a Queue is needed.

Configuring Queue

To configure the Queue in Genesys Cloud, perform the following steps:
  1. Navigate to Admin, then Queues

    Figure 2. Finding and accessing the Queues menu in Genesys Cloud

  2. Select the Create Queue button and create a Queue with the desired name.

    Figure 3. Creating a Queue in Genesys Cloud

     
  3. Add members to the Queue who are expected to be setting up and using the Shelf integration. 

    Figure 4. Adding members to the Queue

  4. Under the Routing tab, set the Evaluation Method to Disregard skills, next agent and then save the Queue. 

    Figure 5. Adding the routing evaluation method for the Queue

 


Installing Answer Assist as an Interaction Widget

Each of the three installation options highlighted below are optional, one is enough to install Answer Assist. Simply select the most convenient installation for your needs. Alternatively, you can install and configure Answer Assist as a script, which is described in the Answer Assist Configuration section of this document.

Installing Answer Assist via AppFoundry

Note
Answer Assist Express has to be enabled on your Genesys Cloud instance by Genesys to be ready for installation.

To install Answer Assist via Genesys AppFoundry, perform the following steps:
  1. In Genesys Cloud go to Admin > Integrations.
  2. Click the + Integrationsbutton in the top-right corner. 

    Figure 6. Adding a new integration in Genesys Cloud

  3. In the search bar, type Shelf and select Answer Assist Express

    Figure 7. Finding and selecting Agent Assist Express in AppFoundry

  4. Click Install and agree to the Terms of Service by selecting the respective checkbox in the popup window that appears.
  5. Take a look at the Configuration Tab subsection to get an understanding of this tab purpose and details before activating the application.
  6. Navigate back to the Details tab to activate the app and then Savethe settings. 

    Figure 8. Activating the Shelf Agent Assist Express in Genesys Cloud

  7. Your Answer Assist Express is ready to go from the Interactionview in Genesys Cloud.

    Figure 9. Viewing the Answer Assist widget in Genesys Cloud




Installing Answer Assist via Installation Wizard

Note
Answer Assist Express has to be enabled on your Genesys Cloud instance by Genesys to be ready for installation.

1. Navigate to https://purecloud.shelf.io/wizard/install/?environment=[your Genesys Cloud region] in your browser.
Application URL (US and Canada Shelf Instances)*
Application URL (EU Shelf Instances)*

Figure 10. Finishing the Answer Assist installation procedure

2. Check the box for Answer Assist Express and click the Start button.
3. After installation, you are redirected to the Integrations screen where you can see a successfully installed Answer Assist Express.Figure 11. Verifying that Answer Assist is active and added to the Genesys integration
4. Take a look at the Configuration Tab subsection to get the understanding of this tab's purpose and details before using the integration.
5. Your Answer Assist Express is ready to go from the Interaction view in Genesys Cloud (see Figure 9 above).



Installing Answer Assist as an Interaction Widget Application Type

  1. In Genesys Cloud go to Admin > Integrations.
  2. Click the + Integrationsbutton in the top-right corner. 

    Figure 12. Adding a new integration in Genesys Cloud

  3. Install the Interaction Widgetintegration.

    Figure 13. Installing the Interaction Widget integration in Genesys Cloud

  4. In the Detailstab, enter a name for the widget.

    Figure 14. Naming your Interaction Widget

     
  5. Select the Configurationtab and fill in all the fields as shown below.

    Figure 15. Filling in the Configuration fields for your Interaction Widget

     
Make sure to insert the correct Application URL in the respective field here. See below which Application URL corresponds to your region.
Application URL (US and Canada Shelf Instances)*

https://purecloud.shelf.io/agent-assist/?conversationId={{pcConversationId}}&environment={{pcEnvironment}}&shelfConfigurationId=replace_this_text_with_id_of_configuration


Application URL (EU Shelf Instances)*

https://purecloud.shelf-eu.com/agent-assist/?conversationId={{pcConversationId}}&environment={{pcEnvironment}}&shelfConfigurationId=replace_this_text_with_id_of_configuration


Id_of_configuration is located in the Shelf Admin Panel > Answer Assist Configurator → Your Answer Assist Configuration → General tab

Figure 16. Accessing your Answer Assist configuration in the Shelf Admin Panel

Figure 17. Finding and copying your Answer Assist configuration ID

Note: 
If shelfConfigurationId is not provided in Application URL*Answer Assist will fallback to the first configuration in the Answer Assist Configurator on your account.
Iframe Sandbox Options - allow-scripts,allow-same-origin,allow-forms,allow-modals,allow-popups

Figure 18. Adding the user group permitted to access Answer Assist

Group filtering - select groups of users that will have access to the widget.
Communication Type Filtering  (Use this to limit the types of interactions (chats, voice, etc.) that are applicable for your Interaction Widget) - chat

6. Select the Advanced tab and paste the following code: (We have static files served only in the US region)

{

  "lifecycle": {

    "ephemeral": false,

    "hooks": {

      "stop": false,

      "blur": false,

      "focus": false,

      "bootstrap": false

    }

  },

  "i10n": {

    "en-us": {

      "name": "Shelf Answer Assist Express"

    }

  },

  "icon": {

    "48x48": "https://static.shelf.io/images/logo/shelf_logo.svg",

    "24x24": "https://static.shelf.io/images/logo/shelf_logo.svg"

  },

  "monochromicIcon": {

    "vector": "https://static.shelf.io/images/logo/icon-pure-black-64x64.svg"

  }

}


7. Enable the Integration

Figure 19. Activating the installed Interaction Widget integration

8. Save the Integration 
9. Reload the application
10. Now, the new Shelf widget icon appears as a tab, when agents open a conversation. See Figure 12 above. 



Configuration Tab

Figure 20. Viewing the Configuration tab for your Interaction Widget

If you used one of the installation methods described above, look at your Configuration tab of your Answer Assist integration to confirm that everything is set up correctly. See below:
Application URL (US and Canada Shelf Instances) 

https://purecloud.shelf.io/agent-assist/?conversationId={{pcConversationId}}&environment={{pcEnvironment}}&shelfConfigurationId=your_configuration_id


Application URL (EU Shelf Instances) 
https://purecloud.shelf-eu.com/agent-assist/?conversationId={{pcConversationId}}&environment={{pcEnvironment}}&shelfConfigurationId=your_configuration_id

Iframe Sandbox Options 
allow-scripts,allow-same-origin,allow-forms,allow-modals,allow-popups,allow-downloads

Group filtering = select groups of users that will have access to the widget if you want only certain users to have access to the integration.
Queue Filtering - select queues that will have access to the widget if you don’t want for the integration to be available on all queues of your Genesys Cloud instance.
Note: 
Please refer to the Configuring Answer Assist for Different Channel Types section for additional Communication type filtering options.



Configuring Answer Assist as a Script

Configuration

Chat


Answer Assist only works with Genesys Chat v2.

  1. Go to Admin - Contact Center - Scripts.

    Figure 21. Accessing the Scripts menu in Genesys Cloud

     
  2. In the page that appears, click the Create button and create a new custom blank script

    Figure 22. Creating the blank script

    Go to the Add components tab and click to add a new Web Pagecomponent.

    Figure 23. Adding the Web Page component to your new script

  3. Go to the Layout section of the Web Page settings, remove the margin by setting it to 0on every side and make the component full width and height by selecting the options indicated in the figure below.

    Figure 24. Editing the layout

  4. Open the Common section and in the Web Page Source paste the following URLs. The script can work both with Chat and Email interactions, therefore the URLs and properties are slightly different.
    URL for chat (For US Shelf Instances):

    URL for chat (For Canada Shelf Instances):
    https://purecloud.shelf-ca.com/agent-assist/?conversationType=chat&environment=mypurecloud.com&conversationId={{Scripter.Interaction                 ID}}&shelfConfigurationId=replace_this_text_with_id_of_configuration&version=2
    
    URL for chat (For EU Shelf Instances):
    https://purecloud.shelf-eu.com/agent-assist/?conversationType=chat&environment=mypurecloud.com&conversationId={{Scripter.InteractionID}}&shelfConfigurationId=replace_this_text_with_id_of_configuration&version=2

Note: 
Please make sure to insert &version=2 phrase at the end. It is responsible for the new version of the Answer Assist widget in Genesys Cloud. If you do not add it, Answer Assist will have an old User Interface and limited functionality.

Set the environment in the URL to your PureCloud subdomain, for example, it could be something like “mypurecloud.ie”. Other parts of the URL should not be changed.
Additionally make sure that conversationId is set to an actual Scripter.Interaction IDvariable (PureCloud should recognize it as a variable).

Figure 25. Indicating the web page source address

Id_of_configuration is located in the Shelf Admin Panel > Answer Assist Configurator → Your Answer Assist Configuration → General tab

Figure 26. Accessing your Answer Assist configuration in the Shelf Admin Panel

Figure 27. Finding and copying your Answer Assist configuration ID

Note: 
If shelfConfigurationId is not provided in Application URL*Answer Assist will fallback to the first configuration in the Answer Assist Configurator on your account.

5. Go to the Script Properties and enable the Chat option.    Figure 28. Enabling the Chat feature for the script
6. Save the script and publishit.

Figure 29. Saving and publishing the script




Using Your Answer Assist Integration

Queue 

  1. Go to Admin > Queues, find the Queue that you created at the beginning and open the Edit Mode.

    Figure 30. Accessing the Queue editing mode

  2. In the Chat settings tab, start typing the name of the script that was created for the chat during the Chat step and Savethe Queue.
    Figure 31. Finding the needed script


Chat Interaction

Answer Assist only works with Genesys Chat v2.

  1. Enable the Queue by switching the toggle on.

    Figure 32. Enabling the Queue

     
  2. Start a chat and ask a question, for example, “Can you help me with my dog issue?”. Also make sure that there’s sufficient content (Wiki Gem type) in your Shelf library that will have an answer for the question that’s being asked. 

    Figure 33. Sending the chat message

  3. From the agent panel, accept the chat. 

    Figure 34. Accepting the inbound interaction

     
  4. Switch to the Scripts tab and enjoy the Answer Assist

    Figure 35. Using Answer Assist and its suggestions in Genesys Cloud




Configuring Answer Assist for Different Channel Types

Shelf Answer Assist supports almost all interaction channels available in Genesys Cloud. For all the channels configuration in Genesys and chat remains the same. Follow the steps provided in the Genesys Cloud Configuration section of this document and only change Application URL for a channel you need

Chat

Application URL (US and Canada Shelf Instances)*
https://purecloud.shelf.io/agent-assist/?conversationId={{pcConversationId}}&environment={{pcEnvironment}}&shelfConfigurationId=replace_this_text_with_id_of_configuration&conversationType=chat
Application URL (EU Shelf Instances)*
https://purecloud.shelf-eu.com/agent-assist/?conversationId={{pcConversationId}}&environment={{pcEnvironment}}&shelfConfigurationId=replace_this_text_with_id_of_configuration&conversationType=chat

Email

See documentation on how to set up the email channel.
Application URL (US and Canada Shelf Instances)*
https://purecloud.shelf.io/agent-assist/?conversationId={{pcConversationId}}&environment={{pcEnvironment}}&shelfConfigurationId=replace_this_text_with_id_of_configuration&conversationType=email
Application URL (EU Shelf Instances)*
https://purecloud.shelf-eu.com/agent-assist/?conversationId={{pcConversationId}}&environment={{pcEnvironment}}&shelfConfigurationId=replace_this_text_with_id_of_configuration&conversationType=email

Social Media

See documentation on how to setup the Facebook channel
Application URL (US and Canada Shelf Instances)*
https://purecloud.shelf.io/agent-assist/?conversationId={{pcConversationId}}&environment={{pcEnvironment}}&shelfConfigurationId=replace_this_text_with_id_of_configuration&conversationType=webmessaging
Application URL (EU Shelf Instances)*
https://purecloud.shelf-eu.com/agent-assist/?conversationId={{pcConversationId}}&environment={{pcEnvironment}}&shelfConfigurationId=replace_this_text_with_id_of_configuration&conversationType=social-media&version=2

Call

Application URL (US and Canada Shelf Instances)*
https://purecloud.shelf.io/agent-assist/?conversationId={{pcConversationId}}&environment={{pcEnvironment}}&shelfConfigurationId=replace_this_text_with_id_of_configuration&conversationType=call
Application URL (EU Shelf Instances)*
https://purecloud.shelf-eu.com/agent-assist/?conversationId={{pcConversationId}}&environment={{pcEnvironment}}&shelfConfigurationId=replace_this_text_with_id_of_configuration&conversationType=call