About external agentic integrations

AI-generated summary

Genesys Cloud enables external agentic integration through its Agentic Virtual Agents (AVAs), which can discover, configure, and invoke external AI agents from third-party platforms such as ServiceNow and Salesforce. The platform currently supports the open A2A (Agent-to-Agent) protocol, with additional agent integration protocols planned for future releases. The External A2A Server integration allows AVAs using the open A2A protocol to delegate specialized tasks to external agents on other platforms while maintaining full control over customer-facing conversations. In this architecture, the AVA functions as an A2A client, sending requests to external agents and receiving structured responses. Implementation involves installing and configuring the External A2A Server integration to enable discovery of AI agents from third-party platforms using the open A2A protocol.

Feature coming soon: External A2A Server integration

External agent integrations enable Genesys Agentic Virtual Agents (AVAs) to discover, configure, and invoke external AI agents from third-party platforms, such as ServiceNow and Salesforce. Genesys Cloud currently supports the open A2A protocol, with support for additional agent integration protocols planned for future releases.

Install and configure External A2A Server integration

External A2A (Agent-to-Agent) Server integration enables Genesys Agentic Virtual Agents (AVAs) that use the open A2A protocol to invoke external AI agents from third-party platforms. AVAs can delegate tasks to specialist external agents that already exist on other platforms. The AVA acts as an A2A client, sending requests to external agents and receiving structured responses, while retaining full control over the customer-facing conversation. Learn how to add the integration and discover AI agents from third-party platforms using open A2A protocol.

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