> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Genesys Cloud overview

> Run Genesys Cloud as your contact center while OpenCX resolves what it can and hands every session to your Genesys agents with full context.

OpenCX works alongside your agents in Genesys Cloud. The AI answers first on the customer's channel. When a session needs a person, OpenCX opens a Genesys message conversation, your inbound message flow routes it to a queue, and agent replies reach the customer on the original channel.

> [!NOTE]
>
> The Genesys Cloud integration is in **closed beta**. For early access, contact [support@open.cx](mailto:support@open.cx).

> [!TIP]
>
> Setup starts at [**Settings → Ticketing**](https://platform.open.cx/settings/ticketing) in your OpenCX dashboard.

## What you get

> [accordion] 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.

> [accordion] 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.

> [accordion] 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](https://docs.open.cx/integrations/genesys/conversations.md).

> [accordion] 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](https://docs.open.cx/integrations/genesys/conversations.md#native-email).

> [accordion] 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](https://docs.open.cx/integrations/genesys/conversations.md#native-messaging).

> [accordion] 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](https://docs.open.cx/integrations/genesys/conversations.md#assist-panel).

> [accordion] 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](https://docs.open.cx/integrations/genesys/voice.md).

> [accordion] 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.

> [accordion] 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](https://docs.open.cx/integrations/genesys/connect.md#link-agents-and-queues).

## Supported channels

Keep your channel connected to OpenCX as usual. Handoff adds no channel setup. See [channel behavior](https://docs.open.cx/integrations/genesys/conversations.md#channels).

> [card] [AI Chat Widget](https://docs.open.cx/widget/introduction.md)
>
> Replies appear in the widget under the agent's name.

> [card] [AI WhatsApp Support](https://docs.open.cx/whatsapp/introduction.md)
>
> Replies go out from your WhatsApp number.

> [card] [AI SMS Support](https://docs.open.cx/sms/introduction.md)
>
> Replies go out as text messages.

> [card] [AI Email Support](https://docs.open.cx/email/introduction.md)
>
> Replies go out as email in the same thread.

## Observability

> [accordion] 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.

> [accordion] Failed handoffs are visible
>
> If Genesys can't accept a handoff, the session timeline records it as failed with the reason.

## Get started

> [card] [Connect Genesys Cloud](https://docs.open.cx/integrations/genesys/connect.md)
>
> Sign in, choose where handoffs go, and run a test.

***

## Related Documentation

> [card] [Connect Genesys Cloud](https://docs.open.cx/integrations/genesys/connect.md)
>
> Sign-in, permissions, settings and disconnecting.

> [card] [Conversations & sync](https://docs.open.cx/integrations/genesys/conversations.md)
>
> Handoff, routing and what syncs each way.

> [card] [Phone calls & live assist](https://docs.open.cx/integrations/genesys/voice.md)
>
> Transcripts and suggestions on Genesys calls.

> [card] [Troubleshooting](https://docs.open.cx/integrations/genesys/troubleshooting.md)
>
> Credential errors, empty queues, missing replies.


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