ConfigureIntegrations

Genesys

Connect your ElevenLabs agents with Genesys Cloud

Overview

Integrate ElevenLabs conversational AI with Genesys Cloud to power your contact center with natural-sounding voice and text agents. This integration supports both voice-based interactions through the Audio Connector and text-based conversations through the Bot Connector, enabling seamless customer experiences across multiple channels.

With this integration, you can deploy AI agents that handle inbound calls, chat conversations, and messaging interactions in your Genesys Cloud environment.

Setup

This integration uses OAuth 2.0 Client Credentials for authentication.

1

Create OAuth client in Genesys Cloud

In Genesys Cloud Admin Center, navigate to Admin > Integrations > OAuth and click Add Client.

2

Configure the OAuth client

  • Set Grant Type to Client Credentials
  • Assign the admin role for your Division(s)
  • Save the client configuration
3

Copy client Credentials

After creating the OAuth client, copy the Client ID and Client Secret immediately — the secret will not be shown again.

4

Select region

Identify your Genesys Cloud region (e.g., mypurecloud.com for US, mypurecloud.de for Europe, etc.).

5

Connect to ElevenLabs

In the ElevenLabs dashboard, go to Agents > Integrations, click Add Integeration and select Genesys. Under the configure tab, enter your region, Client ID, and Client Secret.

Triggers

Audio Connector

For voice-based agents, configure the Genesys Audio Connector to connect phone numbers to your ElevenLabs conversational AI agents.

Follow our comprehensive documentation for step-by-step setup instructions including authentication, phone number configuration, and call routing:

Genesys Audio Connector Documentation

Bot Connector

The Genesys Bot Connector is currently in limited availability and not yet available in all workspaces.

For text-based agents, use the Genesys Bot Connector trigger to enable chat and messaging interactions. The Bot Connector automatically creates and configures the integration in your Genesys Cloud environment.

Configure inbound message flow

In Architect, open the Inbound Message Flow you want to use.

  1. Add a Call Bot Connector node and point it at your bot integration and bot name (both derived from the trigger name you set in ElevenLabs)
  2. Handle the returned intents:
    • success → send the agent’s response back to the user
    • escalate → transfer to a support queue
    • failure → transfer to a fallback queue
Genesys Bot Connector flow configuration
Example Genesys Bot Connector flow in Architect

Configure escalation

To enable your agent to escalate conversations to human support, configure the following in ElevenLabs:

1

Add the Update state tool

In your agent configuration, add the Update state system tool. This allows the agent to set dynamic variables that control the conversation flow. The Update state tool needs to be configured to set the genesys_should_escalate Dynamic Variable to true.

2

Configure the system prompt

Add escalation instructions to your agent’s system prompt:

### Escalation
When escalating, ALWAYS ask first if the user would like to talk to another client services team member. If they say yes, use the update_state tool to set the genesys_should_escalate dynamic variable to true.
3

Add business rules

Include escalation scenarios in your agent’s business rules. For example:

- If a question is partially covered, answer what you can and then escalate
- If a question is not covered in the knowledge base, respond: "I'm not able to help with that here". Then escalate to a client services team member.

When the agent sets genesys_should_escalate to true, the Bot Connector will return the escalate intent, triggering the escalation flow you configured in Architect.

FAQ

Why did my Bot Connector activation fail?

Bot Connector activation can fail when information doesn’t propagate through Genesys internal systems fast enough. Retrying after a couple of minutes usually succeeds. If the problem persists, reach out to ElevenLabs support.

Will agents see conversation history after escalation?

Yes, past messages will appear as bot messages in the Genesys interface, so the agent can see the full conversation history.