Genesys

Integrate ElevenLabs Agents with Genesys using native Audio Connector integration.

Overview

This guide explains how to integrate ElevenLabs Agents with Genesys Cloud using the Audio Connector integration. This integration enables seamless voice AI capabilities within your existing Genesys contact center infrastructure over websocket, without requiring SIP trunking.

How Genesys integration works

The Genesys integration uses a native WebSocket connection through the Audio Connector integration:

WebSocket connection: Direct connection to ElevenLabs using the Audio Connector integration in Genesys Cloud
Real-time audio: Bidirectional audio streaming between Genesys and ElevenLabs agents
Flow integration: Seamless integration within your Genesys Architect flows using bot actions
Dynamic variables: Support for passing context and data between Genesys and ElevenLabs

Requirements

Before setting up the Genesys integration, ensure you have:

Genesys Cloud CX license with bot flow capabilities
Administrator access to Genesys Cloud organization
A configured ElevenLabs account and ElevenLabs agent
ElevenLabs API key

Setting up the Audio Connector integration

Access Genesys Cloud Admin

Navigate to Integrations

Go to Admin → Integrations in the Genesys Cloud interface.

Create Audio Connector integration

Click “Add Integration” and search for “Audio Connector”, and click “Install”
Select the Audio Connector integration type
Provide a descriptive name for your integration

Configure authentication

Navigate to the Configuration section of your Audio Connector integration

In Properties, in the Base Connection URI field, enter the appropriate URL for your environment:

Environment	Base Connection URI
Default (US/International)	`wss://api.elevenlabs.io/v1/convai/conversation/genesys`
EU Residency	`wss://api.eu.residency.elevenlabs.io/v1/convai/conversation/genesys`
India Residency	`wss://api.in.residency.elevenlabs.io/v1/convai/conversation/genesys`

If your ElevenLabs account is on an isolated residency environment (EU or India), you must use the corresponding residency URL. Using the wrong URL will result in authentication failures. Learn more about data residency.

In Credentials, enter your ElevenLabs API key in the authentication configuration
Save the integration configuration

Activate the integration

Set the integration status to “Active” to enable the connection.

Configuring your Genesys flow

Open Architect

Navigate to Admin → Architect in Genesys Cloud.

Create or edit a flow

Open an existing inbound, outbound, or in-queue call flow, or create a new one where you want to use the ElevenLabs agent.

Add bot action

In your flow, add a “Call Audio Connector” action from the Bot category
Select your Audio Connector integration from the integration dropdown
In the Connector ID field, specify your ElevenLabs agent ID

Configure session variables (optional)

If you need to pass context to your ElevenLabs agent, configure input session variables in the bot action. These will be available as dynamic variables in your ElevenLabs agent.

Publish your flow

Save and publish your flow to make the integration active.

Agent configuration requirements

Your ElevenLabs Agents agent must be configured with specific audio settings for Genesys compatibility:

Audio format requirements

TTS output format: Set to μ-law 8000 Hz in Agent Settings → Voice
User input audio format: Set to μ-law 8000 Hz in Agent Settings → Advanced

Supported client events

The Genesys integration supports only the following client events:

Audio events: For processing voice input from callers
Interruption events: For handling caller interruptions during agent speech

Other client event types are not supported in the Genesys integration and will be silently ignored if configured.

Session variables

You can pass dynamic context from your Genesys flow to your ElevenLabs agent using input session variables and receive data back through output session variables. Session variables can also be used to override specific agent configuration settings directly from your Genesys flow.

Input session variables

In Genesys flow: Define input session variables in your “Call Audio Connector” action
In ElevenLabs agent: Variables are available as dynamic variables and/or override configuration settings
Usage: Reference these variables in your agent’s conversation flow or system prompts

Learn more about dynamic variables.

Configuration overrides

The following session variables can modify your agent’s configuration at runtime:

system__override_system_prompt: Overrides the agent’s system prompt.
system__override_first_message: Overrides the agent’s first message to the user.
system__override_language: Sets the agent’s language for this session.
system__override_voice_id: Sets the agent’s voice ID for this session.

Example usage

Genesys flow input session variables:

customer_name = "John Smith"
system__override_first_message = "Hello! Welcome to our support line."
system__override_language = "en"

ElevenLabs agent prompt: Hi {{customer_name}}, how can I help you today?

Output session variables

You can now receive data from your ElevenLabs agent back to your Genesys flow using output session variables.

Any data collected through Data Collection in your ElevenLabs agent will be available as output session variables in your Genesys flow after the conversation ends.

Example usage

After your ElevenLabs agent conversation completes, you can use the output variables in your Genesys flow:

Decision logic: Use output variables in decision nodes to route calls
Data processing: Pass conversation data to external systems
Reporting: Include conversation outcomes in your contact center analytics

Transfer to number functionality

The ElevenLabs integration now supports call transfers back to Genesys for routing to specific numbers or queues.

Setting up transfers

Configure a data collection item

In your ElevenLabs agent, add a data collection item with a detailed identifier and description to collect where the user should be transferred.

Update agent prompt

Add instructions to your agent’s system prompt to use the end_call tool when a transfer is requested. For example:

If the caller requests to be transferred to a specific department or asks to
speak with a human agent, use the end_call tool to end the conversation.

Configure Genesys flow logic

In your Genesys Architect flow, add decision nodes after the Audio Connector action to check output variables and route the call accordingly:

Use output session variables to determine if a transfer was requested
Configure routing logic based on the transfer type or destination
Use Genesys native transfer capabilities to complete the transfer

Example transfer flow

Customer request: “I need to speak with billing”
Agent response: “I’ll transfer you to our billing department”
Agent action: Uses end_call tool
Data collection: Data collection field is populated
Genesys flow: Checks output variable and routes to billing queue

Limitations and unsupported features

The following tools and features are not supported in the Genesys integration:

Unsupported tools

Client tool: Not compatible with Genesys WebSocket integration

Troubleshooting

WebSocket connection fails

Verify that your API key is correctly configured in the Audio Connector integration and the ElevenLabs agent ID is correctly configured in the Connector ID field in your Architect flow. If there are any dynamic variables defined on your agent, they must be passed in as input session variables.

Session variables not working

Verify that input session variables are properly defined in your Genesys flow’s “Call Audio Connector” action and that they’re referenced correctly in your ElevenLabs agent using the {{variable_name}} syntax.