ServiceJourney comes with a convenient testing tool to help test the integration between Genesys Cloud CX and ServiceJourney. 


The Genesys Chat Testing Tool

The tool is available to ServiceJourney administrators.

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to 
     → Case Management
  3. Then navigate to Admin Tools → Genesys Chat

Connecting to your Genesys Cloud CX Organization

Assuming the ServiceJourney Connector has been installed, fill in the following fields in the Basics and Advanced tabs:

FieldDescriptionExample
Basics tab

Customer context



EmailWill be used by ServiceJourney to screen-pop the correct Party Detail page. Type in an existing CRM Party's email address to do a proper test.pthompson@example.com
PhoneWill be used by ServiceJourney to screen-pop the correct Party Detail page if the email address can't identify the correct party.+13105555555
Address fieldsWill be sent as part of the interaction but are not be used anywhere.N/A
Routing settings

Queue Name

The Genesys queue name that receives chat messages.

To obtain your Queue Name use the following URL: https://developer.genesys.cloud/developer-tools/#/webchat. Scroll down to the Chat Code section and look for "queueName"

GBANK
Target Agent Email
Optional. The email address for the agent that receives chat messages.
You must specify a Queue Name or a Target Agent Email.
If you specify both, the Target Agent Email takes precedence.
agentSmith@store.com



Advanced tab
General

Welcome MessageThe message that is displayed to users when opening a chat.Please wait while we connect you to one of our agents.


Org ID

Short unique identifier number of your Genesys Cloud organization

To obtain your ORGID use the following URL: https://developer.genesys.cloud/developer-tools/#/webchat. Scroll down to the Chat Code section and look for "orgId"

12345
Org Name

Organization name.

To obtain your Org Name use the following URL: https://developer.genesys.cloud/developer-tools/#/webchat. Scroll down to the Chat Code section and look for "orgName"

MYORG
Region

The web app URL corresponds to your organization’s region.

Check AWS regions for Genesys Cloud deployment to identify your region.

us-east-1 (https://login.mypurecloud.com)

us-west-2 (https://login.usw2.pure.cloud)

Org GUID

The Organization ID of your Genesys Cloud organization is a randomly generated string of 32 alpha-numeric characters, separated by hyphens into 5 groups.

To obtain your Org GUID use the following URL: https://developer.genesys.cloud/developer-tools/#/webchat. Scroll down to the Chat Code section and look for "orgGuid"

cd7405a3-da6b-47a1-8ee7-2642edfdec22
Deployment key

The deployment key is a randomly generated string of 32 alpha-numeric characters that uniquely identifies your chat widget.

To obtain it, in Genesys go to Admin - Contact Center - Widget

7367fd84-83d5-4fa6-8794-f96ab82dec22


ServiceJourney

Name of the DCM solution.

System Setup - Solutions

ServiceJourney DEV
DCM Domain

Get the domain from the parameter d in the URL of the DCM solution:

https://mysj.appbase.com/Ecx.Web?appid=...&d=SJ_DEVELOPMENT.TENANT99

SJ_DEVELOPMENT.TENANT99
DCM EndpointWill be the server address of the DCM solution followed by the path /Genesys.WebService/IntegrationServiceRest.svchttps://mysj.appbase.com/Genesys.WebService/IntegrationServiceRest.svc
DCM Code

DCM API code of the Genesys/ININ integration.

To obtain it, go to Application Studio - Integrations - Genesys/ININ, the last column of the grid is the API Code, or open the integration schema and look for the API Permanent ID under the General Properties section.

ROOT_GENESYS_INTEGRATION