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 |
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 |
| 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 Our Website
Overview
This guide explains how to create a TrueEngage account directly from the website and connect it with Genesys Cloud CX. Follow the steps below to complete the setup and integration.
Creating a TrueEngage Account
Step 1.
Go to https://management.trueengage.com/register.
Fill in the registration form using your work email address, provide your position, and click Create Account.
Step 2.
Open your inbox and click the activation link to confirm your account.
Step 3.
After activation, you will be redirected to set your password for the TrueEngage Management Panel.
Step 4.
Log in using the email and password you created.
Step 5.
After logging in, you will see the initial setup steps required to start using TrueEngage:
-
Connecting to Genesys Cloud CX
-
Deploying the TrueEngage code on your website
Step 6.
Click Send instructions next to Genesys connection to send installation details to your Genesys Cloud Admin or Genesys Partner.
Connecting an existing TrueEngage Account to Genesys Cloud CX
Video tutorial: Watch the integration walkthrough
Step 1.
Open TrueEngage on AppFoundry.
Step 2.
Click Install, review the information, and then select Purchase.
Step 3.
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.
In your Genesys Cloud account, go to Admin → Integrations → Integrations tab, find the TrueEngage app, and change its status to Active.
Step 5.
From the top navigation bar, open the Apps list and select TrueEngage. You will be redirected to the installer.
If you don’t see the Apps tab or TrueEngage, refresh the page.
Step 6.
In the TrueEngage wizard, select Integrate existing account and enter the token received by email or copied from the TrueEngage panel.
Step 7.
Continue following the steps in the wizard until the installation is complete.
If you encounter any problems please contact us at support@trueengage.com