Question 1 - Does any one integrated Genesys Cloud Bot with Service now Virtual Agent Bot? We have installed the Bot connector and Integrated it in Genesys. The Genesys example URI says (The URI called by Genesys to relay an utterance from a chat to the Bot Connector bot. (eg, https://mycustomserver:443/botconnector/postutterance)). But url does not explicitly call botconnector/postutterance. Here is my uri - https:/FQDN/api/ABCXYZ/bot/integration
Also we are using Basic Auth on the Bot side to Auth from Genesys, does this work with Basic Auth or we need Bearer token only?
Note - using the same uri i was able to get the Integration information from API - (/api/v2/integrations/{integrationId}). But (/api/v2/integrations/botconnector/{integrationId}/bots) gives me Error "The request failed with response code: 401. Message: Invalid login credentials."
Any help or guidance will be much helpful. Thanks in advance!
++ We are also stuck on data which needs to get passed and received from Bot Connector Data action.
We are passing Input as one of the utterance expected by Service now, trying to store it on Flow.Output Also want to know what needs to be passed on Intent variables, but all the times we are getting Bot Failure.
I have not tried to integrate Service Now Virtual Agent Bot with Genesys Cloud using Bot Connector API.
The Bot Connector Handle Utterance URI that you define in the Bot Connector integration configuration is the url that will be invoked by Genesys Cloud.
If you set: https:/FQDN/api/ABCXYZ/bot/integration, the url which will be invoked is: https:/FQDN/api/ABCXYZ/bot/integration
If you want to have this url invoked: https:/FQDN/api/ABCXYZ/bot/integration/botconnector/postutterance, you need to configure: https:/FQDN/api/ABCXYZ/bot/integration/botconnector/postutterance
The Credential Fields (header name and value) that you define in the Bot Connector integration configuration, will be added to the HTTP request (postUtterance) sent by Genesys Cloud to your server.
You can define any header name or value. But it is statically configured.
Can you map this to Basic Authentication?
I guess yes, but in the Bot Connector integration configuration, you will need to set the credential field value as what is sent in case of basic auth - i.e. "Basic YOUR_CREDENTIALS_ENCODED_AS_BASE64". I mean that Genesys Cloud will NOT take a username, a password, concatenate them with ':', and encode them using base64 encoding.
I don't understand.
401 means that you have not provided an Authorization bearer token or that this token has expired.
/api/v2/integrations/botconnector/{integrationId}/bots is part of Platform API and requires a bearer/auth token from Genesys Cloud.
I don't understand.
If you want to pass data from your Architect Flow to the bot, you can leverage the Input Session Variables in the Call Bot Connector action. They will be sent as "parameters" in the postUtterance body request.
If you want to retrieve data in your Architect Flow when the bot is completed (botState: "Completed"), you can leverage the output Session Variables from the Call Bot Connector action. They have access to the "parameters" sent in the bot response.
You just need to use Variable Names which match the names you are using in your "parameters".