The Genesys Cloud integration is in closed beta. For early access, contact [email protected].
What you get
Handoffs with full context
Handoffs with full context
The Genesys conversation starts with the customer’s latest message. The AI summary, transcript and a link to the OpenCX session are in participant data, so your flow can route on them and the agent starts with the whole story.
Replies on the customer's channel
Replies on the customer's channel
Agents reply in Genesys Cloud. OpenCX delivers each reply on the customer’s channel and shows it in the session under the agent’s name.
Sessions and conversations stay in sync
Sessions and conversations stay in sync
Agent connections, queue transfers, wrap-ups and ended conversations update the session. Closing, reassigning, tagging and merging in OpenCX reach Genesys. See Conversations & sync.
AI answers on email Genesys routes
AI answers on email Genesys routes
Email can wait in a queue with no agents while the AI answers, and moves to your agents if it hands off. See Native email.
AI answers on messaging Genesys routes
AI answers on messaging Genesys routes
A message flow can call the AI on web messaging and other channels, and transfer to your agents if it hands off. See Native messaging.
Suggested replies in the agent workspace
Suggested replies in the agent workspace
In assist mode, agents see the AI’s draft beside the interaction and insert it in one click. See Assist panel.
Phone calls with live assist
Phone calls with live assist
Genesys calls become OpenCX phone sessions with a transcript, a summary and suggestions while the agent talks. See Phone calls & live assist.
Answers from Genesys Knowledge
Answers from Genesys Knowledge
Import your published, visible articles from Connection → Knowledge or the Genesys Cloud card on Knowledge sources, and the AI can answer from them. They sit in an Imported from Genesys folder in your knowledge base, where you can hide them from the AI or delete them, and phone agents can select the folder. OpenCX refreshes them daily and removes them if you disconnect.
Your directory, linked once
Your directory, linked once
Genesys users link to teammates by email, and queues, skills and wrap-up codes link to teams, skills and sub-statuses. See Link agents and queues.
Supported channels
Keep your channel connected to OpenCX as usual. Handoff adds no channel setup. See channel behavior.AI Chat Widget
Replies appear in the widget under the agent’s name.
AI WhatsApp Support
Replies go out from your WhatsApp number.
AI SMS Support
Replies go out as text messages.
AI Email Support
Replies go out as email in the same thread.
Observability
Links in both directions
Links in both directions
A handed-off session shows a Genesys Cloud card with the conversation ID and an Open in Genesys Cloud button. The Genesys conversation carries
opencx_session_id and opencx_inbox_url in participant data.Failed handoffs are visible
Failed handoffs are visible
If Genesys can’t accept a handoff, the session timeline records it as failed with the reason.
Get started
Connect Genesys Cloud
Sign in, choose where handoffs go, and run a test.
Related Documentation
Connect Genesys Cloud
Sign-in, permissions, settings and disconnecting.
Conversations & sync
Handoff, routing and what syncs each way.
Phone calls & live assist
Transcripts and suggestions on Genesys calls.
Troubleshooting
Credential errors, empty queues, missing replies.