Test chat integration

Genesys Cloud provides a testing tool for users to test their integration which is available through the developer center. A customer service conversation consists of two participants: The customer and the agent. To complete the test, enable the developer tool to participate as a customer, and in a Genesys Cloud instance you participate as an agent. The first step explains how to enable and login to the developer tool. The second steps explains how to answer the chat from a Genesys Cloud instance and enabling the Google Agent Assist interaction widget.

Step 1: Set up the developer tool

The following walkthrough explains how to use the developer tool for testing.

  1. Navigate to the Web chat and messaging tool.
  2. Select Account Selection.
  3. Click Add Account.
  4. Pick the region where your Genesys Cloud is serviced from, for example USE1. This will associate your account with the tool so you can test all the configurations.
  5. Choose whether to test web Messenger or web chat V2:
    • For Messenger, select the chat configuration you deployed.
    • For chat V2, select the chat configuration you deployed, specify the queue for the message, then click Populate Fields in the Chat Data section.
  6. Click Start Chat.

Step 2: Test from your Genesys Cloud instance

The following walkthrough explains how to test use a Genesys Cloud instance to test your Web Messenger or chat V2 integration.

  1. Sign in to your Genesys Cloud instance.
  2. Select Collaborate/Communicate.
  3. Toggle On Queue toggle_on.
  4. Click the Interaction widget record_voice_over.
  5. Whether you want to test Messenger or chat V2, click Start chat.
  6. When the chat starts, go back to your Genesys Cloud instance.
  7. Navigate to the Conversations panel.
  8. Click Answer.
  9. Click the integration widget top bar.
  10. Click the Agent Assist integration widget.

Now, the integration widget is listening to the conversation between the agent and customer. For example, the demo conversation profile has the conversation summary and smart reply features configured. When the customer asks for order status, both agent coaching and smart reply provide instructions automatically for the customer.

If the agent clicks Generate Summary, the widget generates the conversation summary.