Who can run the install?
A Genesys Cloud admin with the BYOC Cloud add-on in the organisation and the Billing, Subscription, Add permission in their role. No custom Genesys development is involved; the integration is configured through the TrueEngage panel after the install.
What does the install create?
- A role, so TrueEngage can read the configuration it needs.
- Two groups, used to scope which users see the TrueEngage Agent App.
- An app instance, the integration itself.
- An interaction widget, the TrueEngage Agent App that opens next to an interaction in the Genesys Cloud desktop.
- Two OAuth clients, one for the panel and one for the Agent App.
- A BYOC Cloud trunk, over which browser voice and video arrive as SIP calls.
Every channel then terminates in a standard Genesys object: a web messaging deployment, a queue, a callback, or a call flow reached through a technical DID on the trunk. Routing, recording and reporting stay native in Genesys Cloud.
Sync intervals. Configuration is read from Genesys Cloud every 30 minutes: queues, schedule groups, Messenger deployments. Expected wait times are read every 30 seconds, because the widget uses them to show or hide channels in real time.
How does the widget get on the website?
One script before the closing body tag, or a Google Tag Manager custom HTML tag. The same script serves unlimited widgets configured in the panel; the subscription counts deployments, which are the sites, apps or kiosks the script runs on.
How is it billed?
Through Genesys, on the Genesys invoice, sold through the AppFoundry or an authorised partner. Three SKUs: billing units, usage tokens and professional services. Four tiers in billing units cover the website alone, the website with every contact option, and then mobile and kiosk touchpoints. Each tier includes three deployments, a monthly token allowance and 24x7 standard support. Tokens meter minutes: one a minute for voice, three for video, two for screen sharing.
Add-ons such as Feedback Forms, Visitor Engagement AI, Screen Sharing and Video Upgrade for PSTN Calls are switches in the same subscription.
Questions people ask
How long does the install take?
The install creates the objects automatically; the admin's work is assigning DIDs to call flows and choosing queues and Messenger deployments in the panel. A first widget on a test page is a same-day task.
Does TrueEngage need a separate contract?
No. The subscription is added in the Genesys Cloud billing and invoiced by Genesys or the partner.
Where is the data hosted?
Microsoft Azure West Europe, with EU data residency by default. TrueEngage holds ISO/IEC 27001:2022 and SOC 2 Type 1; details are on the trust centre.