Install the Google CCAI integration from Genesys AppFoundry

AI-generated summary

Genesys Cloud provides a Google CCAI integration available through Genesys AppFoundry that enables organizations to integrate Google Cloud Dialogflow ES bots into their contact center operations. Installation requires a subscription update through Genesys Cloud Sales and involves accessing the Integrations page, searching for "Google Cloud Dialogflow ES Resell," and completing the installation process, after which the integration becomes available for configuration and activation. Key technical considerations include billing mechanics where voice interactions are charged in 15-second increments rounded up per interaction, with monthly totals rounded to the nearest minute. A significant limitation is that Google Cloud Dialogflow ES bots using this integration are not PCI-compliant, and best practice recommends avoiding their deployment in Architect secure call flows to maintain PCI DSS compliance standards. After installation, users should reference the Google Cloud Dialogflow ES quick start guide for configuration and activation procedures.

This procedure explains how to install the Google CCAI integration from Genesys AppFoundry. Installation adds the app to your organization’s Integrations page in Genesys Cloud. Later, configure and activate this integration.

Note: Before you can obtain the premium application, you must contact Genesys Cloud Sales to update your subscription. For more information about these applications, see and .

Notes:

Genesys Cloud charges for voice in 15-second increments and then rounds up to the nearest 15 seconds for each interaction. For example, a 17-second voice interaction is charged at 30 seconds. At the end of the month, Genesys Cloud rounds the monthly total to the nearest minute. For example, 100 minutes and 30 seconds rounds up to 101 minutes.
Google Cloud Dialogflow ES bots that use the Google CCAI integration in Genesys Cloud are not PCI-compliant. Best practice recommends that you do not use the Google CCAI integration in Architect secure call flows. For more information, see PCI DSS compliance.

To install the Google CCAI integration in your org, follow these steps:

Ensure that you have updated your subscription.
Log in to Genesys Cloud for the org in which to add Genesys Virtual Agent Services.
Click Admin.
Under Integrations, click Integrations.
Click Menu > IT and Integrations > Integrations.
Click Integrations .
In the Search box, type Google Cloud Dialogflow ES Resell. The card for Google Cloud Dialogflow ES Resell appears.
Click the Google Cloud Dialogflow ES Resell card. Information about the app appears.
Click Install.

The Google CCAI integration is now available to configure and activate from Genesys Cloud’s Menu > IT and Integrations > Integrations page. For more information, see Google Cloud Dialogflow ES quick start guide.

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Install the Google CCAI integration from Genesys AppFoundry

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