Customer Setup Guide: Configure VideoEngager (SmartVideo) in Genesys Cloud – VideoEngager

Applies to: Genesys Cloud Administrators, VideoEngager Administrators, and Web Developers

In This Guide

What you must configure for every customer (core checklist)
Optional modules based on customer requirements (region, Next.js, click-to-video)
Testing checklist for go-live
Ongoing maintenance checklist

Before you start

You need Genesys Cloud Admin access (Integrations, Groups, Architect if applicable).
You need access to the VideoEngager Admin Portal for branding/settings (or coordinate with VideoEngager Support).
Some features (e.g., Recording, Encryption services, New theme) may require enablement by VideoEngager Support.

🧾 Customer Setup Worksheet

Use this worksheet to decide which optional modules apply. Keep it in the customer implementation record.

Field	Value
Genesys Cloud Org (name)	[Enter org name]
Genesys Cloud Region	[e.g., euw2 / use1 / mec1 / etc.]
VideoEngager Region	[e.g., EU / US / UAE / etc.]
Entry model(s) (select all that apply)	☐ Agent-initiated video from digital chat Agent escalates an active digital conversation (WhatsApp, Messenger, Web Messaging, etc.) to video. Requirements: Out of the box. ☐ Agent-initiated video from voice call via SMS invite Agent sends a secure video join link by SMS during a voice call. Requires: SMS configuration module Guide: https://help.videoengager.com/hc/en-us/articles/9797771047821-How-can-I-send-video-link-invite-by-SMS-during-an-audio-call ☐ Agent-initiated video via PIN + web landing page Agent dictates a PIN during a voice call; customer enters it on a landing page to join. Requires: PIN landing page implementation Reference: https://api.videoengager.com/pin_functionality ☐ Scheduled callback video (agent-scheduled meeting) Agent schedules a video meeting for a future time slot; customer joins via secure link. Requires: Schedule Meeting configuration module Guide: https://help.videoengager.com/hc/en-us/articles/7710742952461-Schedule-Meeting-Setup-for-Genesys-Administrator Optional: Web development if customers will schedule from the website (APIs/examples) ☐ Customer-initiated “Click to Video” from website Visitor starts video from the website via a click-to-video widget/entry point. Requires: Messenger configuration module + web development APIs & examples: api.videoengager.com / videoengager.github.io Module mapping: If you select Customer-initiated “Click to Video” → complete Module C (Messenger + Queues + Architect). If you select Voice → SMS → complete the SMS configuration module. If you select Voice → PIN → implement the PIN landing page. If you select Scheduled callback → complete the Schedule Meeting module (optional webdev if self-scheduling is needed).
Website framework	☐ Not applicable ☐ Next.js ☐ Other: [ ]
Routing model	☐ Single queue ☐ Multi-queue ☐ Language routing
Recording required?	☐ No ☐ Yes (storage: ☐ VE hosted ☐ Customer storage)

Branding required?	☐ Default ☐ Custom (logo/colors/background/redirect)
Virtual backgrounds	☐ Off ☐ On

Core Setup (Mandatory for every customer)

1) Install the VideoEngager app in Genesys Cloud

Go to Admin → Integrations → Find More Apps.
Search for VideoEngager or SmartVideo.
Install the app and accept user consent.

2) Configure the SmartVideo integration

Go to Admin → Integrations → SmartVideo.
Confirm the integration is Enabled.
Ensure the appropriate Master Admin permissions are assigned (as required in your environment).
Save changes.

3) Configure agent and supervisor permissions

Go to Admin → Groups.
Locate SmartVideo_agents and add the required smartvideo permissions.
Assign appropriate permissions to managers/supervisors (use group filtering as needed).

4) Verify installation

Reload Genesys Cloud.
Confirm the app appears under Apps → SmartVideo.
Run the SmartVideo installation script (if provided in your deployment) and confirm it completes without errors.

🌍 Optional Module A — Regional settings (only if a non-default region applies)

Use this module when: VideoEngager is deployed in a specific region (e.g., UAE) and the SmartVideo integration must point to a regional endpoint.

Go to Admin → Integrations → SmartVideo.
Update the regional configuration link / endpoint as provided by VideoEngager Support (example pattern: change videome.* to the target region).
Reconfirm/assign Master Admin permissions if the integration requires it.
Save and ensure the integration is Enabled.

Validation: Open the SmartVideo app in Genesys and confirm it loads without errors.

💬 Optional Module C — Click-to-video / Website entry (Messenger + Queues + Architect)

Use this module when: the customer wants visitors to start video from a webpage (customer-initiated entry). If the customer is agent-initiated only, you can skip this module.

C1) Set up Messenger

Create new Messenger configurations (follow Genesys Messenger documentation).
Ensure these settings are enabled:
- Allow users to clear conversations on disconnect
- Display conversation status upon session termination

C2) Configure Queues

Create the required queues for routing.
Enable Messenger functionality for those queues.
Share the queue configuration details with the web/development team for visitor-side setup.

C3) Create Architect flow

Build an Inbound Message Flow to manage:
- Queue selection
- Language selection (if required)

C4) Suggested “implementation record” fields

Field	Value
Messenger Config Name	[Enter]
Queue Name(s)	[Enter]
Inbound Message Flow Name	[Enter]
Website entry URL(s)	[Enter]

Validation: Start an interaction from the website and confirm queue routing + language selection works as expected.

⚙️ VideoEngager Configuration

1) Enable features and permissions (may require VideoEngager Support)

☐ Recording functionality

2) Branding and interface (optional but common)

Go to Settings → Branding in the VideoEngager Admin Portal.
Update:
- Visitor page background
- Redirect URL (post-call behavior)
- Widget appearance (if applicable)
Enable Virtual Backgrounds if required.

3) Recording and storage configuration (only if enabled)

Enable and configure recording options in settings.

🧪 Testing & Go-Live Checklist

Test	Expected Result	Status
SmartVideo app appears in Genesys	Visible under Apps → SmartVideo	☐
Installation script completed (if applicable)	No errors	☐
Basic video call	Call connects successfully	☐
Audio/video quality	Clear audio + stable video	☐
Queue routing (Module C)	Routes to correct queue/agents	☐ N/A
Messenger settings (Module C)	Clear on disconnect + status on termination behaves as expected	☐ N/A
Recording (if enabled)	Recording starts/stops and is accessible per your storage model	☐ N/A
Encryption services (if enabled)	Encrypted channel operates as expected	☐ N/A

🛠️ Ongoing Support & Maintenance

☐ Monitor interaction performance using Genesys analytics.
☐ Maintain a schedule for periodic testing (especially after platform updates).
☐ Regularly check for updates to VideoEngager and Genesys integrations.

📋 Action Tracker (copy for project delivery)

Category	Action Item	Owner	Status
Genesys	Install VideoEngager/SmartVideo from AppFoundry	Genesys Admin	☐
Genesys	Configure SmartVideo integration (core)	Genesys Admin	☐
Genesys	Optional: Regional endpoint settings	Genesys Admin	☐ N/A
Genesys	Optional: Next.js integration setting	Genesys Admin / Web Dev	☐ N/A
Genesys	Optional: Messenger configuration	Genesys Admin	☐ N/A
Genesys	Optional: Queues + Architect inbound message flow	Genesys Admin	☐ N/A
Genesys	Configure agent/supervisor permissions	Genesys Admin	☐
VideoEngager	Enable required features (theme / encryption / recording)	VE Support	☐
VideoEngager	Branding + redirect URL + virtual backgrounds (optional)	VE Admin	☐ N/A
VideoEngager	Recording/encryption configuration (if enabled)	VE Admin / Security	☐ N/A
Testing	Complete testing checklist and capture evidence	Project Owner	☐

Still Not Working?

If something fails during setup, contact support and include:

Genesys Cloud org + region
VideoEngager region
What step failed + screenshot
Timestamp and any visible error message