Genesys Cloud LiveChat Handover

To enable agent handover with Genesys, you’ll need to collect a few details from your Genesys account. This guide walks you through each step.

1. Find Your Region

Your Genesys Region is shown on the login page.

If it’s not pre-selected, ask your Genesys admin or refer to the official guide.

2. Get Your Organization ID

• Go to Admin → Account Settings → Organization Settings
• In Organization Details, click Advanced
• Copy your Organization ID

3. Find the Queue Name

• Go to Admin → Contact Center → Queues
• Select or create a queue
• Copy the name of the queue

4. Get Your Widget Deployment Key

• Go to Admin → Contact Center → Widgets
• Select or create a widget
• Copy the Deployment Key

5. Final Step – Configure in ViaSay

Once you’ve collected all the required details (Region, Organization ID, Queue Name, and Widget Deployment Key):

• Go to Integrate → Channels → Agent Channels
• Select your Genesys channel — or click New Agent Channel if none exists
• Paste each piece of information into the corresponding field in the configuration form
• Click Publish

Your Genesys agent channel is now connected and ready for LiveChat handovers! 🎉