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WebIVR Applications

You can use Genesys Intelligent Automation to create WebIVR versions of your voice applications. WebIVR applications are visual and web-based, allowing you to use the same routing logic as your voice application in a web or mobile setting.

GAAP350 Help Admin WebIVR2.png

In the example above, a phone-based callflow was quickly adapted for use as a visual application by quickly updating prompt text using visual personas. Also notice how:

  • IVR menu options became clickable buttons. When clicked, each button follows the path set in the Callflow Editor.
  • If you created help text, it displays when the customer clicks ?.
  • Global paths are respected. For example, the agent button is based on the agent global default path that is part of the standard application template.

Visual personas

WebIVR applications are based on visual personas that you enable in the Personas view. In the Persona tab, go to the persona you are using for your application and select the Has visual alternative check box. This allows you to use the same persona to serve both your voice application and your WebIVR application. You can customize the WebIVR persona to use prompts that are more relevant for visual interactions (for example, instead of saying "Thank you for calling," you can set your WebIVR application to say "Thank you for contacting us.")

Themes

You can set the appearance of a WebIVR application by choosing a theme for your visual persona in the Personas view.

Block behavior

All blocks in a WebIVR application function similarly to their role in a voice application. For example, a Message block plays a message in a voice application, whereas in a WebIVR application this block simply states a message on-screen (using the visual persona). The Phone block does not transfer the interaction directly to a phone number; it asks the customer to dial the transfer number (and on a mobile device, customers can usually click the displayed phone number to open the device's dialler).

Warning
You cannot use custom grammars with WebIVR applications. Only standard grammars are supported.

Getting started

A good first step to prepare your WebIVR application is to go through each block in the Callflow Editor to check and define prompts and settings to ensure the visual persona is properly configured for a WebIVR application.

For example, the Welcome Message prompt below says, "Thank you for calling." However, this message does not make sense in a WebIVR application, as the customer has not dialled the voice application.

GAAP350 Help WebIVR1.png

Go to the right of the Message screen and there is a persona selector. Select the visual persona.

GAAP350 Help WebIVR2.png
Tip
Don't see the visual persona? Remember that you need to enable it in the Personas view.

Now you can update the message to something more appropriate for a WebIVR application.

GAAP350 Help WebIVR3.png

Viewing your WebIVR application

After you have prepared your application, you can click WebIVR in the top-right corner to try it out. The WebIVR application opens in a separate window, and you can click through the prompts and options as a customer would see them.

GAAP350 Help WebIVR4.png

Deploying your WebIVR application

The WebIVR application is deployed to production in the same manner as your voice application.

To use the WebIVR application, you must provide a link that customers can use to access it. This link is based on one of the following formats, depending on whether you use a load balancer for your Messaging server:

  • Load balancer before Messaging Server (LB): http://<LB_ADDRESS>:<LB_PORT>/fish-messaging/go/<application_token>
  • Messaging Server Only (MS): http://<MS_ADDRESS>:<MS_PORT>/fish-messaging/go/<application_token>

You can find the <application_token> value by clicking the Application Details tab in the Callflow Editor and noting the Web IVR URL Token value for test or production.

GAAP350 Help WebIVR5.png
Important
You must set Default Server Settings before you can embed a WebIVR application in your company website.

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This page was last modified on 14 May 2018, at 09:31.