Connect agentic virtual agents to Architect Virtual Agent flows

AI-generated summary

Genesys Cloud enhances bot interactions by incorporating AI Guides through the Call Guide action in Architect flows, providing sophisticated conversational AI capabilities with seamless agent escalation. The platform automatically inherits language settings from Architect flows and manages no-match/no-input scenarios without requiring global prompts. Integration is achieved through published AI Guides, supporting timeouts under 30 seconds and offering dynamic message handling. The system requires Virtual Agent enablement, AI Studio permissions, and proper configuration of the Call Agentic Virtual Agent action in bot flows. Implementation follows a structured process of publishing agents in AI Studio, configuring flow actions, and establishing necessary connections. Key technical features include Dependency Search functionality, hybrid workflow capabilities, and support for both voice and digital bot flows. The platform ensures automatic execution of the latest published agent versions while providing comprehensive testing, troubleshooting tools, and detailed documentation for virtual agent deployment.

Feature coming soon: Agentic virtual agents

PrerequisitesClick to expand

After you publish an agent in AI Studio, you can connect it to an Architect bot flow or digital bot flow that is enabled with Virtual Agent using the Call Agentic Virtual Agent action.

Publish an agent in AI Studio

Click Menu > Orchestration > AI Studio > Agentic Virtual Agents.
(Optional) To search for a specific agent, start typing the name of the agent in the search box. As you type, the matching agents are shown.
To open an AI agent, click the agent’s tile. The Agent profile view opens.
Complete the entire agentic virtual agent setup and click Publish. After you publish the agent, you can now open Architect and connect the agent to a Virtual Agent flow.

Add a Call Agentic Virtual Agent action to a bot flow or digital bot flow in Architect

Use the Call Agentic Virtual Agent action in a bot flow or digital bot flow that is enabled with Virtual Agent to invoke the AI agent. You can solely use the agent or mix and match the agent with conventional flow-based elements as necessary to implement a hybrid workflow.

Notes:

The AI Studio category and the Call Agentic Virtual Agent action are available only when you enable Virtual Agent.
When you add a Call Agentic Virtual Agent action to a flow in Architect, the flow type changes to Agentic Virtual Agent and it is indicated by the following badge at the top-right corner:

Add a Call Agentic Virtual Agent action to a bot flow or digital bot flowClick to expand

To access the Call Agentic Virtual Agent action, follow these steps:

From the Architect home page, click or hover over the Flows menu and select a bot flow or digital bot flow.
Create a new flow or select an existing one. The flow's configuration page opens. Note: The flow must have Virtual Agent enabled.
From the Toolbox, expand the AI Studio category and drag a Call Agentic Virtual Agent action to the desired location in the flow.
In the Name box, type a meaningful name for the action. This name becomes the name of the Call Agentic Virtual Agent action in the flow.
From the Agentic Virtual Agent list, choose a published agent.
Continue building your flow based on your business needs.

Configure the Call Agentic Virtual Agent actionClick to expand

Field	Description
Name	Type a distinctive name for the Call Agentic Virtual Agent action. The label you enter here becomes the action's name displayed in the flow structure.
Agentic Virtual Agent	Select the name of the agent that the flow must invoke. Click Open Agentic Virtual Agent in New Tab to open the agent in AI Studio. Notes: Only published agents are available for selection.
Version	The flow always executes the latest published version of the agent.

Field

Description

Name

Type a distinctive name for the Call Agentic Virtual Agent action. The label you enter here becomes the action's name displayed in the flow structure.

Agentic Virtual Agent

Select the name of the agent that the flow must invoke.

Click Open Agentic Virtual Agent in New Tab to open the agent in AI Studio.

Notes:

Only published agents are available for selection.

Version

The flow always executes the latest published version of the agent.

Dependency Search

You can use Architect’s Dependency Search tab to search for flows that have dependency on an agentic virtual agent.

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Connect agentic virtual agents to Architect Virtual Agent flows View summary

Publish an agent in AI Studio

Add a Call Agentic Virtual Agent action to a bot flow or digital bot flow in Architect

Dependency Search

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Connect agentic virtual agents to Architect Virtual Agent flows