Series: Configure Agent Assist

Configure Google Cloud Platform permissions for your Agent Assist project

Feature coming soon: Agent assist

Prerequisites
Note: Agent Assist is not available on on-premises Edge solutions.

This article describes how to configure a Google Cloud Platform (GCP) project with the relevant permissions to integrate with Genesys Agent Assist. 

Step 1: Copy your Agent Assist with Google Cloud integration service ID

This section describes how to copy the required service account ID in Genesys Cloud.

The installation of the Agent Assist for Google Cloud integration generates a new Genesys GCP service account. The service account ID appears as part of the text string on the Details tab under Google-Cloud-Service-Account. 

Copy the text between serviceAccounts/ and /keys. Use the copied text for Step 2.

Click the image to enlarge.

The Agent Assist with Google Cloud integration Details tab showing the Google-Cloud-Service-Account box

Warning: To avoid breaking Agent Assist, do not make any further changes in the Agent Assist with Google Cloud integration.

Step 2: Give IAM permissions to the Genesys GCP service account

This section describes how to use the Google IAM console to give the required Dialog API permissions to your Genesys GCP service account.

  1. Navigate to GCP > IAM > Permissions.
  2. Click Add to open the Add Members, Roles dialog of the genesys-agent-assist project. 
  3. Click New Members and paste the Genesys GCP account to the New Members list.
  4. Click Select role or Add another role and search for “dialogflow”. Add the following roles to the Genesys GCP account:
    • Dialogflow API Client
    • Dialogflow API Admin
  5. Save your changes. If you check the Genesys GCP service account’s permissions, they now look like: