Genesys Cloud – Introducing Genesys digital bot connector

In a future release, Genesys Cloud will add the Genesys Digital Bot Connector, which allows administrators and contact center managers to connect up to five third-party digital bots and use them in Architect message flows. The connector supports asynchronous messaging and enables customers to converse with bots at their own pace over sessions that can last up to 72 hours. This enhancement helps bots handle multiple requests, interruptions, and extended conversations more naturally, compared with the previous request-and-response pattern.

What’s changing

• Support asynchronous conversations — Customers can return to a bot interaction at their convenience.
• Improve customer experience — Bots can provide updates, reminders, and multi-part responses without losing context.
• Expand use cases — Bots can manage complex requests, interruptions, and multi-language sessions.
• Simplify administration — A redesigned API and consistent action experience that aligns with the Audio Connector model.