Hello everyone. I am a junior dev and I am currently working on an integration between Genesys Cloud and Cognigy.AI. We want to pass the sentiment score from the Cognigy bot to Genesys Cloud during the handoff so the agent knows the customer’s mood. I see that I can use participant attributes, but I am not sure how to format the data so that it shows up correctly in the Genesys Cloud Sentiment Analysis reports. Does the platform allow us to inject external sentiment scores into the native analytics engine?
Hello Dav10. I am a Salesforce admin and I have seen this question come up during our CTI integration. You cannot actually ‘inject’ external scores into the native Genesys Cloud sentiment engine. The native engine only analyzes the audio or text that passes through the Genesys Cloud media services. If you want the agent to see the Cognigy sentiment, you should store it as a participant attribute and then display it in a custom script or a Salesforce lightning component.
Ren43 is correct. As an AppFoundry partner, we have built several connectors for Cognigy. The best practice is to use the ‘Cognigy Genesys Cloud Extension’. It handles the attribute mapping for you. You can map the Cognigy input.data.sentiment to a Genesys Cloud attribute named v2.analytics.sentiment. While it will not change the native reporting, your agents will have the context they need to handle the escalation effectively. I have a detailed guide on our website if you want to see the specific JSON payloads.