Salesteq

Integrations · Genesys Cloud

Salesteq and Genesys Cloud: the AI in front, your contact centre behind.

Dealer groups that run Genesys Cloud do not need a second contact centre for AI. Salesteq takes the conversations that do not need a person, on WhatsApp, the website and the phone menu, and gives Genesys the ones that do, with the context attached. Live in Saudi Arabia, where Hyundai service callers choose booking in the phone menu and receive a WhatsApp link that books into the workshop diary.

Updated October 2026

Salesteq AI agent on WhatsApp after a Genesys IVR deflection, booking a service appointment into the workshop diary
Salesteq AI agent on WhatsApp after a Genesys IVR deflection, booking a service appointment into the workshop diary

1

extra IVR option: the caller picks booking and gets WhatsApp instead of a queue

48%

of customer conversations arrive outside 08:00 to 18:00

15,000+

appointments written into the DMS since April 2026

24/7

the AI answers; Genesys agents take the handovers in their own desktop

What our customers say

Alawi AlAlawi
Customers now book their own service appointments.

Alawi AlAlawi

Digitalization Manager, BMW Group Importer KSA

Ruslan Sharibdzhanov
One automotive AI serves customers across the group's brands, on the website and WhatsApp, day and night.

Ruslan Sharibdzhanov

Digitalization Director, MYNAGHI Group

Three things the integration does

FlowWhat happensWhere it runs
IVR to WhatsAppThe caller chooses booking in the Genesys Architect flow. Genesys calls Salesteq's send endpoint, the customer gets a WhatsApp message with the booking link or a conversation with the agent, the call ends without a queue. If WhatsApp cannot deliver, an SMS with the same link follows.Live at Hyundai in Saudi Arabia
Handover to the agent desktopWhen a WhatsApp or web conversation needs a person, Salesteq opens it in Genesys through Open Messaging with the reason, a summary and the last turns. The Genesys agent replies in their desktop; Salesteq relays the reply to the customer on the original channel and keeps the AI silent.Built on Genesys Cloud Open Messaging
Call analyticsCalls handled in Genesys are transcribed and scored by Salesteq's call analytics, in Arabic and English, and attached to the customer's conversation history.Available for Genesys Cloud organisations

The IVR flow in detail

A service line in the Gulf receives calls all day from customers who want one thing: a workshop slot. In Genesys the IVR gets one more option. The caller presses it, the Architect flow calls Salesteq with the caller's number and the language, and Salesteq sends a WhatsApp utility template from the dealer's own number with a link to the booking page. The customer books in their own time, the appointment is written into Keyloop or Autoline, and the agent queue is shorter.

Salesteq keeps the session from message one: the booking is attributed to the IVR, delivery receipts are stored, and a failed WhatsApp delivery triggers the SMS fallback with the same link. The dealer's Genesys team changes a base URL and a credential in the flow, nothing else.

Handover without losing the thread

  • 01The AI decides when a person is needed: a complaint, a warranty dispute, a customer who asks for one. The rules are set per brand.
  • 02Genesys receives a new Open Messaging conversation threaded on the customer's phone number, so an agent who has spoken to the customer before sees the history.
  • 03The push carries the reason, a short summary and the recent turns, so the agent does not start with "how can I help?".
  • 04Agent replies travel back through Salesteq to WhatsApp or the website; if the customer's 24-hour WhatsApp window has closed, the message is marked as failed and shown, never dropped silently.
  • 05While an agent owns the conversation the AI stays quiet. It returns only when the conversation is resolved and the customer writes again.

What the dealer needs on the Genesys side

ItemWhy
An OAuth client with the right rolesTo create Open Messaging conversations and read conversation data. The roles, not the scopes, are what usually hold a go-live back.
An Open Messaging integration pointing at SalesteqThe webhook and secret through which agent replies reach us.
A queue or team for handoversWhere the AI sends conversations that need a person.
One IVR option in the Architect flowOnly if the phone menu should deflect to WhatsApp.
A conversation-end triggerSo Salesteq knows when the agent has finished and may answer again.

Limits worth knowing

Handover is one-way by design: a Genesys agent cannot hand a live conversation back to the AI mid-chat. Business-initiated WhatsApp messages outside the 24-hour window need an approved template, which the dealer pays Meta for. And Genesys Cloud permissions are granted by the dealer's own administrator; Salesteq cannot see or fix them, so the readiness check is a joint call with that person.

Questions about Genesys

Does Salesteq integrate with Genesys Cloud?+

Yes. Salesteq connects to Genesys Cloud in three places: the IVR can send callers a WhatsApp booking link through Salesteq, handed-over chats open in the Genesys agent desktop through Open Messaging, and Genesys calls feed Salesteq's call analytics. The IVR flow is live at Hyundai in Saudi Arabia.

Does the AI replace our Genesys contact centre?+

No. Salesteq sits in front of it. The AI takes the conversations that do not need a person and gives Genesys the ones that do, with the context attached.

How does the IVR-to-WhatsApp option work?+

The caller picks booking in the phone menu, Genesys calls Salesteq, and the customer receives a WhatsApp message from the dealer's number with the booking link. If WhatsApp fails, an SMS with the same link follows. The booking is written into the DMS.

What does the Genesys agent see on a handover?+

A new conversation in their desktop threaded on the customer's phone number, with the reason for the handover, a summary and the last turns. Their replies go back to the customer on WhatsApp or the website.

Can the agent hand the customer back to the AI?+

Not mid-conversation; handover is one-way so no customer is ever stuck between two systems. When the agent resolves the conversation and the customer writes again, the AI answers.

Which Genesys regions and editions?+

Genesys Cloud, any region; the dealer's organisation decides where its data lives. On-premise Genesys engines are not covered.

See a call turn into a WhatsApp booking.

We walk through your IVR, add the booking option on a test flow and show the handover landing in a Genesys agent desktop.

Book a demo

Or write to [email protected]

Related

Sources for statements about Genesys