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

**Integrations · Genesys Cloud**

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.

**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**

> Customers now book their own service appointments.
>
> Alawi AlAlawi, Digitalization Manager, BMW Group Importer KSA

> 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

| Flow | What happens | Where it runs |
| --- | --- | --- |
| IVR to WhatsApp | The 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 desktop | When 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 analytics | Calls 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

- The AI decides when a person is needed: a complaint, a warranty dispute, a customer who asks for one. The rules are set per brand.
- Genesys 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.
- The push carries the reason, a short summary and the recent turns, so the agent does not start with "how can I help?".
- Agent 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.
- While 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

| Item | Why |
| --- | --- |
| An OAuth client with the right roles | To 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 Salesteq | The webhook and secret through which agent replies reach us. |
| A queue or team for handovers | Where the AI sends conversations that need a person. |
| One IVR option in the Architect flow | Only if the phone menu should deflect to WhatsApp. |
| A conversation-end trigger | So 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.

**Related**

- [Use case: voice and IVR, from the phone queue to a booked slot](https://salesteq.com/use-cases/voice-and-ivr)
- [AI booking into Keyloop and Autoline](https://salesteq.com/integrations/keyloop)
- [WhatsApp Business API integration](https://salesteq.com/integrations/whatsapp-business-api)
- [AI for car dealers in Saudi Arabia](https://salesteq.com/saudi-arabia)
- [Salesteq and Numa compared](https://salesteq.com/compare/numa)

**Sources for statements about Genesys**

- Genesys Cloud Resource Center, about open messaging: https://help.mypurecloud.com/articles/about-open-messaging/
- Genesys Cloud Resource Center, about Architect (IVR flows): https://help.mypurecloud.com/articles/about-architect/
- Genesys Cloud Resource Center, regions: https://help.mypurecloud.com/articles/genesys-cloud-regions/

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Source: https://salesteq.com/integrations/genesys  
Updated October 2026