About the Amazon Lex V2 integration

Use the Amazon Lex V2 integration to call Lex V2 bot actions in Architect voice flows. This feature is not PCI DSS-compliant. Best practice recommends that you do not use them in Architect secure call flows. For more information, see PCI DSS compliance.

Overview

Genesys Cloud’s integration with Amazon Lex V2 allows bots to interact conversationally with customers.


Get the Amazon Lex V2 integration  

Amazon Lex V2 is available from the Genesys AppFoundry. The first step is to install the integration. Installation makes the app available to configure in Genesys Cloud.


Configure the Amazon Lex V2 integration

To access the Call Lex Bot action in Architect, your org must have permission granted by an IAM role, to use AWS resources. Next, configure and activate the Amazon Lex V2 integration in your org.


Create a Lex V2 bot


Use Lex V2 bots in interaction flows

Use Amazon Lex V2 bots in Architect call flows.


Work with quick replies in message interactions

Administrators set up quick replies in bot conversations. Quick replies are responses that customers can select as a reply during a message interaction. Quick replies allow for fast and structured responses, enabling you to offer simple, guided answers to direct messages by choosing from a list of options.