Prerequisites
To install TrueEngage, your organization must meet the following prerequisites:
Required Features
| Feature | Description |
|---|---|
| BYOC Cloud Add-On | This must be enabled to allow the creation of a custom trunk. |
| Whitelisted TrueEngage |
TrueEngage must be approved and whitelisted in Genesys Cloud. |
Required Permissions
To install and use TrueEngage, users must have the following permissions:
Installation Permissions
| Module | Permissions |
|---|---|
| Custom | None |
| Wizard | integrations:integration:view, integrations:integration:edit |
| Role | authorization:role:view, authorization:role:add, authorization:grant:add |
| Group | directory:group:add |
| App Instance | integrations:integration:view, integrations:integration:add, integrations:integration:edit |
| OAuth Client | authorization:role:view, oauth:client:view, oauth:client:add, oauth:client:edit |
| BYOC Cloud Trunk | telephony:plugin:all |
| Interaction Widget | integrations:integration:view, integrations:integration:add, integrations:integration:edit |
|
Messaging
|
messaging:setting:add, messaging:setting:view,
messaging:integration:add, messaging:integration:view |
|
Routing
|
routing:schedule:view, routing:scheduleGroup:view, routing:queue:view, routing:wrapupCode:view
|
| UI |
ui:supervisorScheduledCallbacks:view
|
|
Conversation
|
conversation:callback:view, conversation:callback:create,
conversation:webmessaging:view, conversation:webmessaging:create, conversation:webmessaging:accept, conversation:communication:view |
|
Telephony
|
telephony:plugin:all, telephony:sites:view
|
|
WebDeployments
|
webDeployments:deployment:view
|
|
Analytics
|
analytics:conversationDetail:view
|
|
Scripter
|
scripter:script:view
|
Uninstallation Permissions
| Module | Permissions |
|---|---|
| Custom | None |
| Wizard | None |
| Role | authorization:role:delete |
| Group | directory:group:delete |
| App Instance | integrations:integration:delete |
| OAuth Client | oauth:client:edit, oauth:client:delete |
| BYOC Cloud Trunk | telephony:plugin:all |
| Interaction Widget | integrations:integration:delete |
These requirements ensure a smooth installation and operation of TrueEngage within your Genesys Cloud environment. If you have any questions, please contact the TrueEngage support team.
List of What We Create in Your Organization
This document provides an overview of the items created in your Genesys Cloud organization when using TrueEngage.
Created Items
| Type | Name | Description | Additional Details |
|---|---|---|---|
| Role | ClientRole | Role for TrueEngage Integration | Permissions include messaging, routing, telephony, analytics, and more. |
| Group | Admins | Users with access to the TrueEngage management panel | |
| Group | VisitorJourneyAgents | Agents with access to the TrueEngage VisitorJourney app | |
| App Instance | ManagementPanel | Standalone app instance for managing TrueEngage | Accessible to Admins |
| Interaction Widget | VisitorJourney | Web widget for visitor journey interactions | Supports multiple languages and customization |
| OAuth Client | ApiClient | API Client for connecting to the TrueEngage management panel | Uses CLIENT-CREDENTIALS grant type |
| OAuth Client |
AppClient
|
API Client for
VisitorJourney AgentApp SSO |
Grand Type: TOKEN Scope: user-basic-info |
| BYOC Cloud Trunk | Trunk | Cloud trunk for SIP communication | Includes security settings and authentication |
Notes
- The installation process provisions these items automatically.
- Users must have the necessary permissions to install or uninstall TrueEngage components.
- The setup includes optional custom configurations and security settings.
For any modifications or further clarification, please contact the TrueEngage support team.
Whitelisting TrueEngage in AppFoundry
It may happen that due to your organization's settings you will not have the FreeTrial/Purchase button visible next to the TrueEngage product. In this case, contact your Genesys Partner or the team responsible for AppFoundry.
Below is documentation from Genesys on how to do this if you are a partner:
Install TrueEngage starting from AppFoundry
Genesys Cloud CX enables the installation of third-party integrations, which run by the customer inside their organization and are able to prepare everything necessary on the Genesys Cloud side. Our installer is available through App Foundry, and its passage performs full integration between TrueEngage and Genesys Cloud systems.
Requirements
Before starting the installation, ensure the following prerequisites are met:
-
Genesys Cloud CX Account
Your organization must have an active Genesys Cloud CX environment. -
Administrator Access
The installation must be performed by a user with Admin privileges in Genesys Cloud CX. -
Assigned Roles and Permissions
-
Role:
Billing → Subscription → Add -
Permission:
Integration > TrueEngage > View(required only for users accessing the TrueEngage installation wizard)
-
-
AppFoundry Access
The installer is available at:
TrueEngage on AppFoundry
Activation Steps
Step 1. Access AppFoundry
Go to the TrueEngage listing on AppFoundry.
Step 2. Install the Application
Click Install, review the details, and then select Purchase to start the installation process.
Step 3. Assign Permissions
Grant the permission Integration > TrueEngage > View to any user who should have access to the TrueEngage installation wizard.
Note: This role is required only for setup. The TrueEngage wizard will automatically generate an application instance and a dedicated group with access to the TrueEngage_ManagementPanel.
Step 4. Activate the Integration
In your Genesys Cloud account, navigate to:
Admin → Integrations → Integrations tab
Locate TrueEngage in the list and change its status to Active.
Step 5. Launch TrueEngage
From the top navigation panel, open the Apps menu and select TrueEngage.
You will be redirected to the installation wizard.
If the Apps tab or TrueEngage option is not visible, refresh the page.
TrueEngage Installation Wizard
Step 1. Open TrueEngage
In your Genesys Cloud organization, navigate to the Apps tab and select TrueEngage.
Step 2. Create Administrator Account
Keep the Create new account option checked.
Enter your email address and click Next.
An invitation email will be sent — this account becomes the first administrator of TrueEngage.
Step 3. Select Divisions
Choose the divisions that TrueEngage should have access to.
Step 4. Confirm Installation
Review the summary of objects that will be created during installation.
Click Install to proceed.
Step 5. Complete Installation
After installation, a summary of the created resources will be displayed.
Activate your TrueEngage account by clicking the link provided in the confirmation email.
If you encounter any problems please contact us at support@trueengage.com