WebSocket Connection Fails

Confirm ElevenLabs agent ID is set in the Connector ID field Ensure all required dynamic variables are passed as input session variables

Confirm TTS output format is set to μ-law 8000 Hz Verify user input audio format is set to μ-law 8000 Hz Check network latency between Genesys and ElevenLabs

Session Variables Not Working

Verify input session variables are defined in "Call Audio Connector" action Confirm variables are referenced using {{variable_name}} syntax in agent Check that output variables match Data Collection identifiers

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Integrations

Genesys

Connect Genesys to ElevenLabs Conversational AI Voice Agents

Scale your voice interactions with real-time AI agents that deliver consistent, high-quality customer experiences through your existing Genesys infrastructure

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Setup time

10-15mins

Difficulty

Intermediate

Let your AI Voice Agents handle calls seamlessly with Genesys Cloud

Transform your Genesys Cloud contact center into an intelligent voice platform with ElevenLabs Conversational AI. This native Audio Connector integration enables your AI agents to handle calls with enterprise-grade reliability and real-time performance—no SIP trunking required.

Built for enterprise contact centers, this integration provides the low-latency, controllable voice AI solution you need to scale conversations without scaling headcount. Your existing Genesys Architect flows and infrastructure work immediately with seamless bot action integration.

Key capabilities:

Native WebSocket connection via Genesys Audio Connector for ultra-low latency
Seamless Architect flow integration using familiar bot actions
Dynamic variable passing for personalized, context-aware conversations
Session variable overrides for runtime agent customization
Bidirectional data flow with output variables for intelligent call routing

What problems it solves:

Eliminates the need to hire and scale contact center teams
Reduces operational costs while maintaining 24/7 availability
Provides consistent, high-quality customer experiences across all interactions
Enables intelligent call routing based on AI conversation outcomes
Seamlessly transfers calls back to human agents when needed

Features

Integrations features

Everything your AI voice agents need for production-ready call handling

Direct WebSocket connection without SIP complexity. Plug directly into Genesys Cloud using the built-in Audio Connector—no telephony middleware required.

Installation

Installation guides

Get your AI voice agents connected to Genesys in under 30 minutes

Create Audio Connector integration in Genesys Cloud

Navigate to Admin → Integrations in your Genesys Cloud organization. Click "Add Integration," search for "Audio Connector," and install it. Give your integration a descriptive name that identifies it as your ElevenLabs connection.

Configure WebSocket endpoint and authentication

In your Audio Connector's Configuration section, set the Base Connection URI to wss://api.elevenlabs.io/v1/convai/conversation/genesys

Add bot action to your Architect flow

Open Architect and create or edit an inbound, outbound, or in-queue call flow. Add a "Call Audio Connector" action from the Bot category, select your Audio Connector integration, and enter your ElevenLabs agent ID in the Connector ID field. Optionally configure input session variables to pass customer context to your agent.

Configure agent audio settings and test

In your ElevenLabs agent settings, set the TTS output format to μ-law 8000 Hz (under Voice) and the user input audio format to μ-law 8000 Hz (under Advanced). Publish your Architect flow and place a test call to verify the integration is working correctly.

Troubleshooting

Troubleshooting & support

Common issues, solutions, and support resources for your integration

Contact support

Other resources

ElevenLabs Genesys Integration Docs Agents Platform Docs Agents Platform c Discord Community

Genesys

genesys.com