WarmTransfer
Integrations · guide

Genesys Cloud with Salesforce Service Cloud Voice

Genesys Cloud CX to Salesforce Service Cloud Voice

Verified 2026-09-25 · 61 sources · tier 2–6

For Genesys Cloud and Salesforce administrators configuring the CX Cloud integration.

CX Cloud from Genesys and Salesforce integrates Genesys Cloud CX with Salesforce Service Cloud 8. In this architecture, voice calls routed through Genesys Cloud generate Voice Call records in Salesforce when handled by agents in Omni-Channel 1.

Before you start

  • Confirm that all agents and administrators possess per-user Genesys Cloud licenses at tier Genesys Cloud CX 1 or later 43.
  • Confirm that the Salesforce organization holds Salesforce Service Cloud Voice licenses, which are required for voice, digital, and external routing features 44.
  • Generate a self-signed certificate and private key to authenticate telephony requests between Genesys Cloud and Salesforce 42.
  • Ensure agent workstations run the latest Chrome, Firefox, or Edge browser with third-party cookies enabled, ad and pop-up blockers disabled for Salesforce, and Firefox Enhanced Tracking Protection disabled 41.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

What connects Genesys Cloud and Salesforce today?
Which system routes Salesforce work items (Cases, Email-to-Case, messaging)?
Should Genesys call transcripts show on the Salesforce Voice Call record?

Three questions. One permanent page you can send to your manager.

Step 1 Confirm licences, credentials and browsers

Do

Verify that all participating users have per-user Genesys Cloud CX 1 or higher licenses 43 and Salesforce Service Cloud Voice licenses 44. Secure the generated self-signed certificate and private key for mutual authentication 42. Configure user browsers to the latest versions of Chrome, Firefox, or Edge, ensuring third-party cookies are allowed, pop-up and ad blockers are disabled for Salesforce domains, and Firefox Enhanced Tracking Protection is deactivated 41.

Verify

Suggested check: Verify that user license counts match the pilot roster and that the browser settings load the setup portal without blocked cookies.

Rollback

Suggested rollback: Revert browser policy configurations to standard defaults if needed.

Step 2 Establish the starting point

Nothing yet: this is a new integration

Do

Confirm that no Open CTI integrations are configured, as net new Agentforce Service orgs cannot implement or use Open CTI 45 and Salesforce will retire Open CTI on February 28, 2028 46.

Verify

Suggested check: Confirm that no legacy call centers appear under setup menus.

Rollback

Suggested rollback: No configuration was altered.

The Genesys Cloud for Salesforce managed package (Open CTI) is in production

Do

Maintain the existing Genesys Cloud for Salesforce deployment in production during setup, as Genesys states the Open CTI deprecation has no immediate impact on service 23. Account for a transition period of typically 2 to 4 months where both integrations coexist without downtime 32. Navigate to Salesforce Setup > Installed Packages > Configure on the Genesys Cloud for Salesforce package and document the current status mapped to On Queue under Omni-Channel Sync 27.

Verify

Suggested check: Confirm that the documented presence sync mapping matches operational schedules.

Rollback

Suggested rollback: Leave the existing package settings intact.

Step 3 Turn on Omni-Channel and Partner Telephony in Salesforce

Do

Enable Omni-Channel in Salesforce Setup 37. Navigate to Setup > Partner Telephony Setup and select Turn on Voice with Partner Telephony 36.

Verify

Suggested check: Verify in the administrator console that the presence engine and partner telephony show enabled toggle states.

Rollback

Suggested rollback: Disable the partner telephony toggle in the administration view.

Step 4 Install the CX Cloud packages in Salesforce

No transcripts in Salesforce

Do

Open the CX Cloud Genesys Settings Lightning app, navigate to Channels, and install CX Cloud, Voice for Salesforce Service Cloud, choosing either Install for All Users or Install for Specific Profiles 30.

Verify

Confirm that CX Cloud, Voice for Salesforce Service Cloud is listed in Salesforce Setup under Installed Packages 29.

Rollback

Suggested rollback: Uninstall the voice package from installed packages if installation fails.

Show Genesys transcripts with the Genesys Cloud CX Voice Transcript component

Do

Open the CX Cloud Genesys Settings Lightning app, navigate to Channels, and install CX Cloud, Voice for Salesforce Service Cloud 30. In addition, install CX Cloud, Digital and AI for Salesforce Service Cloud, which is required alongside the Voice package to support the voice transcript component 51.

Verify

Confirm that both CX Cloud, Voice for Salesforce Service Cloud and CX Cloud, Digital and AI for Salesforce Service Cloud appear in Salesforce Setup under Installed Packages 29​51.

Rollback

Suggested rollback: Uninstall the digital and voice packages from installed packages.

Step 5 Generate the contact center definition and create the contact center

Do

In CX Cloud Genesys Settings, generate the contact center XML by specifying a display name, the Genesys Cloud region, a long-distance prefix, the public key, and optional SSO settings 7. Create the contact center in Salesforce by choosing Genesys Cloud in the matching region as the telephony provider and uploading the generated XML file 4.

Verify

Suggested check: Confirm that the newly created contact center appears and is selectable under partner telephony contact centers.

Rollback

Suggested rollback: Delete the newly created contact center entry in setup.

Step 6 Install and activate the integration in Genesys Cloud

Do

Grant administrators the Genesys Cloud permissions Integration > cxCloudSFCore and Integration > cxCloudSFVoice, each with Add, Delete, Edit, and View 39. In Genesys Cloud, open Admin > Integrations > Add integrations and install CX Cloud from Genesys and Salesforce 20. Configure Salesforce Organization Id, Salesforce Contact Center Name, and Group Filtering 22. On the Credentials tab, enter the private key 21. Alternatively, link the contact center directly from Salesforce by choosing an OAuth client, entering a unique integration name and Genesys group filter, and uploading the private key file 3. Toggle the integration Status switch to Active 19.

Verify

Suggested check: Verify that the integration displays an active status badge in the administration integrations list.

Rollback

Toggle the Status switch away from Active in Genesys Cloud to deactivate the integration 19.

Step 7 Give users access in both platforms

Do

Assign agents the Genesys Cloud permission Integration > cxCloudSFVoice with Add, Edit, and View permissions, excluding Delete 40. In Salesforce, assign the Contact Center Admin (Partner Telephony) permission set to administrators and Contact Center Agent (Partner Telephony) to agents 47. If agents require call recording control to pause and resume recordings, clone the Partner Telephony permission sets and enable the Control Call Recording app permission 38. Add users to the contact center using Add Contact Center Users 2.

Verify

Select users who hold the Contact Center Admin or Contact Center Agent permission sets 2.

Rollback

Suggested rollback: Remove users from the contact center and unassign the telephony permission sets.

Step 8 Set Genesys Cloud utilization

Genesys routes voice only; Salesforce Omni-Channel keeps routing Salesforce work items

Do

In Genesys Cloud utilization configuration, set Maximum Capacity to 0 for every interaction type except calls and callbacks 60. Enable the option Count non-ACD calls in utilization capacity 59.

Verify

Suggested check: Review queue and tenant-level utilization settings to verify that non-voice media channels show disabled capacity.

Rollback

Suggested rollback: Restore previously documented utilization capacity values.

Genesys routes voice and also routes Salesforce Cases, Email-to-Case and messages (External Routing package)

Do

Configure Genesys Cloud utilization capacity to suit the combined environment 58. Enable the setting Count non-ACD calls in utilization capacity 59.

Verify

Suggested check: Confirm that maximum capacity limits match channel staffing plans and that non-ACD call counting is checked.

Rollback

Suggested rollback: Restore previous capacity limits across media types.

Step 9 Build the agent workspace in Salesforce

Do

Complete Salesforce-side setup in sequence: create a contact center Lightning app, create presence statuses, assign them to agents, assign contact center permissions, and build the Voice Call record page 48. Configure the Contact Center Lightning app to use Console navigation, include the Genesys Cloud CX Utility configured to Start automatically, add the Omni-Channel utility, and include Voice Calls as a navigation item 31.

Verify

Suggested check: Launch the console application as a test agent and confirm that the presence widget and telephony utility launch automatically in the utility bar.

Rollback

Suggested rollback: Delete or unassign the console application profile assignments.

Step 10 Map presence between Omni-Channel and Genesys Cloud

Do

In CX Cloud Genesys Settings, choose Configure for the Voice package under Channels, then select Configure Contact Centers 6. In these contact center settings, configure status mapping between Genesys Cloud and Omni-Channel, mapping an Omni-Channel presence status to Genesys On Queue so agents can receive voice calls 5​35. Map call attributes to Voice Call records within the same settings interface 5. If customized status behavior is required, define status mapping in a Salesforce extension class for enhanced status sync 10.

Verify

Sign an agent into Omni-Channel with the mapped status and verify the agent transitions to On Queue in Genesys Cloud 35.

Rollback

Suggested rollback: Remove or update the status and attribute mappings in the contact center settings menu.

Step 11 Decide who routes Salesforce work items

Genesys routes voice only; Salesforce Omni-Channel keeps routing Salesforce work items

Do

In CX Cloud from Genesys and Salesforce, CX Cloud integrates Genesys Cloud CX with Salesforce Service Cloud 8. In the field, running CX Cloud with Genesys handling IVR and voice routing while Salesforce Service Cloud serves as the agent front end has been reported to work well 28.

Verify

Suggested check: Verify that non-voice work items route through native presence routing while inbound voice calls route to agents placed in the mapped On Queue status.

Rollback

Suggested rollback: No additional routing package changes require reversal.

Genesys routes voice and also routes Salesforce Cases, Email-to-Case and messages (External Routing package)

Do

Confirm that incoming work to route through Genesys Cloud consists of Cases, Email-to-Case, or Salesforce messages, noting that External Routing does not support Salesforce Legacy Chat or other Salesforce object types 18​14​13. Install the External Routing for Salesforce Service Cloud package from CX Cloud Genesys Settings under Channels > Package Listings after the CX Cloud core package is in place 12. Do not activate the External Routing Request Deletion flow included in the package 15. In Genesys Cloud, create a Client Credentials OAuth client assigned a role containing Analytics, Conversation, Messaging, and Routing permissions 16. Create a Genesys Cloud open messaging integration using placeholder webhook URLs 17. Create an inbound message flow and associate an inbound message route with that flow to deliver external routing work to Genesys queues 11.

Verify

Suggested check: Route a test item through the inbound message flow and confirm that the interaction reaches the assigned queue.

Rollback

Suggested rollback: Deactivate the inbound message route and inbound message flow in the telephony routing engine.

Step 12 Configure transcription

No transcripts in Salesforce

Do

Review the available package architecture, noting that CX Cloud from Genesys and Salesforce is delivered as separate packages: Core Services, Voice, Digital and AI, Workforce Engagement Management, External Routing, and Outbound Campaign Management 9.

Verify

Suggested check: Confirm that transcription settings are not configured in queue settings.

Rollback

Suggested rollback: No transcription configuration to reverse.

Show Genesys transcripts with the Genesys Cloud CX Voice Transcript component

Do

Confirm that licensing provides Genesys voice transcription through Genesys Cloud CX 3, CX 4, CX 1 or CX 2 with a qualifying WEM or Speech and Text Analytics add-on, or AI Experience tokens 55. Enable voice transcription for the Genesys organization and queues, and enable low-latency transcription in Speech and Text Analytics 51. Configure queue voice transcription via queue behavior settings or an action in the call flow 56. In GC Digital and AI Integration Setup, select the contact center and upload the Service Cloud Voice private key 53. In Salesforce Remote Site Settings, add an entry targeting the domain with .my.salesforce-scrt.com replacing lightning.force.com 52. Place the Genesys Cloud CX Voice Transcript component on the primary tab of the Voice Call record page 50.

Verify

Place a test call and verify that the transcript displays in the Voice Transcript component, keeping in mind that the component displays only transcripts already generated by Genesys Cloud 49. For BYOC Premises deployments, allow for extra upload processing time compared to Genesys Cloud Voice or BYOC Cloud 54.

Rollback

Suggested rollback: Remove the voice transcript component from the record layout and disable transcription in queue settings.

Step 13 Place test calls and check records

Do

Sign an agent into Omni-Channel using a status mapped to Genesys Cloud On Queue 35. Place an inbound test call and ensure the agent waits for the incoming call to appear in the Omni-Channel widget before answering, ensuring the Voice Call record is created in Salesforce before the call is marked connected 1. Test call controls from the Omni-Channel Phone tab, which includes Phone Book, Hold, Mute, Blind Transfer, Resume, Add Caller, Keypad, and End Call 34. When transferring, ensure agents transfer calls from the Omni-Channel widget rather than a physical desk phone so the Voice Call record is created in Salesforce 57.

Verify

Suggested check: Verify that a Voice Call record is generated with mapped call attributes populated.

Rollback

Suggested rollback: No persistent runtime configuration to reverse.

Step 14 Cut over and retire the old integration

Nothing yet: this is a new integration

Do

Navigate to the contact center configuration in Salesforce Setup and use Add Contact Center Users to add the remaining production agents holding the required Partner Telephony permission sets 2.

Verify

Suggested check: Verify that all production agents appear in the contact center member list and can sign into presence.

Rollback

Suggested rollback: Remove user assignments from the contact center.

The Genesys Cloud for Salesforce managed package (Open CTI) is in production

Do

Transition agent cohorts from Genesys Cloud for Salesforce to CX Cloud while running both packages concurrently without downtime 32. Ensure the transition is completed before February 28, 2028, when Salesforce and Genesys retire the Open CTI integration 26​46, noting that the alternative path is moving agents entirely to the Genesys Cloud user interface without Salesforce CTI 33.

Verify

Suggested check: Confirm that all agent cohorts have been migrated to the new solution and that no users rely on the deprecated package.

Rollback

Suggested rollback: Move agent user records back to the earlier package configuration prior to full retirement.

Applicability

Applies to: Genesys CX Cloud, CX Cloud from Genesys, Genesys CX Cloud External Routing for Salesforce Service Cloud, Genesys Cloud CX, Genesys Cloud for Salesforce, Salesforce Service Cloud Voice, Salesforce Open CTI, and Genesys Cloud CX Speech. Deployments: multi-tenant. Sources checked 2026-09-25. Genesys deprecated Genesys Cloud for Salesforce effective March 23, 2026, placing it in maintenance mode 24. The Open CTI integration retires on February 28, 2028 26​46. Net new Agentforce Service orgs cannot implement or use Open CTI 45.

What remains uncertain

Whether Salesforce Omni-Channel native routing can route inbound calls when Genesys Cloud acts as the underlying partner telephony provider is not covered by the sources below. The rollback procedures and uninstall behavior for CX Cloud managed packages and Salesforce contact centers are not covered by the sources below. The specific license SKU pricing for CX Cloud add-ons and Salesforce Partner Contact Centers is not covered by the sources below. The behavioral interactions between legacy Genesys Cloud for Salesforce Omni-Channel sync and CX Cloud presence sync when configured concurrently for the same user are not covered by the sources below.

Sources

  1. 1
    An incoming call must appear in the Omni-Channel widget before the agent answers it, because the Voice Call record must be created in Salesforce before the call is marked connected.
    Call controls in Omni-Channel · Call controls in Omni-Channel, notes on answering calls · Checked 2026-09-25
  2. 2
    Users are added to the contact center with Add Contact Center Users, and only users holding the Contact Center Admin or Contact Center Agent permission set can be selected.
    Create a contact center in Salesforce Service Cloud · Create a contact center in Salesforce Service Cloud, Add Users to Contact Center · Checked 2026-09-25
  3. 3
    From Salesforce, the contact center is linked to Genesys Cloud by selecting an OAuth client, entering a unique integration name and a Genesys group filter, and uploading the private key file.
    Create a contact center in Salesforce Service Cloud · Create a contact center in Salesforce Service Cloud, Set Up Integration Settings in Genesys Cloud · Checked 2026-09-25
  4. 4
    Creating the Salesforce contact center means selecting Genesys Cloud in the matching region as the telephony provider and uploading the generated XML file.
    Create a contact center in Salesforce Service Cloud · Create a contact center in Salesforce Service Cloud, Create a Contact Center in Salesforce · Checked 2026-09-25
  5. 5
    Contact center settings in CX Cloud Genesys Settings cover adding users, updating the public key, updating Genesys Cloud integration settings, server-side logging, status mapping between Genesys Cloud and Omni-Channel, and mapping call attributes to Voice Call records.
    Configure contact center settings · Configure contact center settings, list of settings · Checked 2026-09-25
  6. 6
    Contact center settings are reached in CX Cloud Genesys Settings by choosing Configure for the Voice package under Channels and then Configure Contact Centers.
    Configure contact center settings · Configure contact center settings, steps 1 to 3 · Checked 2026-09-25
  7. 7
    The contact center definition is generated as XML in CX Cloud Genesys Settings from a display name, the Genesys Cloud region, a long-distance prefix and a public key, with optional SSO settings.
    Create a contact center in Salesforce Service Cloud · Create a contact center in Salesforce Service Cloud, Generate and Upload Contact Center XML · Checked 2026-09-25
  8. 8
    CX Cloud from Genesys and Salesforce is a Genesys solution that integrates Genesys Cloud CX with Salesforce Service Cloud.
    About CX Cloud from Genesys and Salesforce · About CX Cloud from Genesys and Salesforce, opening paragraph · Checked 2026-09-25
  9. 9
    CX Cloud from Genesys and Salesforce is delivered as separate packages: Core Services, Voice, Digital and AI, Workforce Engagement Management, External Routing, and Outbound Campaign Management.
    About CX Cloud from Genesys and Salesforce · About CX Cloud from Genesys and Salesforce, package list · Checked 2026-09-25
  10. 10
    Administrators can define status mapping between Salesforce and Genesys Cloud in an extension class in Salesforce for enhanced status sync.
    Configure contact center settings · Configure contact center settings, enhanced status sync · Checked 2026-09-25
  11. 11
    External Routing work reaches Genesys queues through an inbound message flow and a message route associated with that flow.
    Set up the External Routing configuration in Genesys Cloud · Set up the External Routing configuration in Genesys Cloud, Inbound Message Flow and Inbound Message Route · Checked 2026-09-25
  12. 12
    The External Routing package requires the CX Cloud core package first, and is installed from CX Cloud Genesys Settings under Channels, Package Listings.
    Install the External Routing for Salesforce Service Cloud package · Install the External Routing package, Prerequisites and installation steps · Checked 2026-09-25
  13. 13
    CX Cloud External Routing does not support Salesforce Legacy Chat or other Salesforce object types.
    About CX Cloud from Genesys and Salesforce · About CX Cloud from Genesys and Salesforce, External Routing limitation note · Checked 2026-09-25
  14. 14
    The External Routing for Salesforce Service Cloud package is designed to route Salesforce messages through Genesys Cloud.
    Install the External Routing for Salesforce Service Cloud package · Install the External Routing for Salesforce Service Cloud package, introduction · Checked 2026-09-25
  15. 15
    The External Routing Request Deletion flow included in the External Routing package should not be activated.
    Install the External Routing for Salesforce Service Cloud package · Install the External Routing package, note · Checked 2026-09-25
  16. 16
    External Routing needs a Genesys Cloud OAuth client using the Client Credentials grant with a role that includes Analytics, Conversation, Messaging and Routing permissions.
    Set up the External Routing configuration in Genesys Cloud · Set up the External Routing configuration in Genesys Cloud, OAuth client · Checked 2026-09-25
  17. 17
    External Routing uses a Genesys Cloud open messaging integration whose webhook URLs can be placeholders because external routing does not use them.
    Set up the External Routing configuration in Genesys Cloud · Set up the External Routing configuration in Genesys Cloud, Open Messaging Integration · Checked 2026-09-25
  18. 18
    The CX Cloud External Routing package routes Salesforce Cases and Email-to-Case work through the Genesys Cloud routing engine.
    About CX Cloud from Genesys and Salesforce · About CX Cloud from Genesys and Salesforce, External Routing package description · Checked 2026-09-25
  19. 19
    The Genesys Cloud CX Cloud integration takes effect when its Status switch is set to Active.
    Set up the integration in Genesys Cloud · Set up the integration in Genesys Cloud, activation step · Checked 2026-09-25
  20. 20
    In Genesys Cloud the CX Cloud from Genesys and Salesforce integration is installed from Admin > Integrations > Add integrations.
    Set up the integration in Genesys Cloud · Set up the integration in Genesys Cloud, steps 1 to 3 · Checked 2026-09-25
  21. 21
    The private key for the CX Cloud integration is entered on the integration's Credentials tab in Genesys Cloud.
    Set up the integration in Genesys Cloud · Set up the integration in Genesys Cloud, Credentials tab step · Checked 2026-09-25
  22. 22
    The Genesys Cloud CX Cloud integration requires the properties Salesforce Organization Id, Salesforce Contact Center Name and Group Filtering.
    Set up the integration in Genesys Cloud · Set up the integration in Genesys Cloud, Configuration tab step · Checked 2026-09-25
  23. 23
    Genesys states the Open CTI deprecation has no immediate impact on service because Genesys Cloud core features operate independently of Open CTI.
    Deprecation: Salesforce open CTI integration · Deprecation: Salesforce open CTI integration, impact statement · Checked 2026-09-25
  24. 24
    Genesys deprecated Genesys Cloud for Salesforce effective March 23, 2026, and it is in maintenance mode with no new features.
    About Genesys Cloud for Salesforce · About Genesys Cloud for Salesforce, deprecation notice · Checked 2026-09-25
  25. 25
    In Genesys Cloud for Salesforce, syncing statuses between Omni-Channel and Genesys Cloud protects an agent from being routed interactions by both products at once.
    Salesforce Omni-Channel · Salesforce Omni-Channel, status sync paragraph · Checked 2026-09-25
  26. 26
    The Genesys Cloud for Salesforce Open CTI integration retires on February 28, 2028, when Salesforce retires Open CTI.
    Deprecation: Salesforce open CTI integration · Deprecation: Salesforce open CTI integration, retirement date · Checked 2026-09-25
  27. 27
    Genesys Cloud for Salesforce Omni-Channel sync is set in Setup > Installed Packages > Configure on the Genesys Cloud for Salesforce package by enabling Omni-Channel Sync and choosing the Omni-Channel status that syncs with On Queue.
    Configure Omni-Channel sync · Configure Omni-Channel sync, steps 1 to 4 · Checked 2026-09-25
  28. 28
    A partner reports running CX Cloud with Genesys handling IVR and voice routing and Salesforce Service Cloud as the agent front end, describing it as working well.field report
    CX Cloud from Genesys and Salesforce - Voice channel routing via Genesys Cloud and other channels routing direct to Salesforce · Reply dated 05-21-2024 · Checked 2026-09-25
  29. 29
    A successful Voice package install is confirmed by finding CX Cloud, Voice for Salesforce Service Cloud in Salesforce Setup under Installed Packages.
    Install the CX Cloud, Voice for Salesforce Service Cloud package · Install the CX Cloud, Voice package, verification paragraph · Checked 2026-09-25
  30. 30
    The Voice package is installed from the CX Cloud Genesys Settings Lightning app under Channels, choosing Install for All Users or Install for Specific Profiles.
    Install the CX Cloud, Voice for Salesforce Service Cloud package · Install the CX Cloud, Voice package, installation steps 1 to 6 · Checked 2026-09-25
  31. 31
    The Contact Center Lightning app uses Console navigation, includes the Genesys Cloud CX Utility (set to Start automatically) and the Omni-Channel utility, and includes Voice Calls as a navigation item.
    Configure a contact center in Salesforce · Configure a contact center in Salesforce, Lightning app wizard steps 4 to 6 · Checked 2026-09-25
  32. 32
    Genesys states that a move from Genesys Cloud for Salesforce to CX Cloud needs no downtime because both can coexist during the transition, and typically takes 2 to 4 months.
    Deprecation: Salesforce open CTI integration · Deprecation: Salesforce open CTI integration, migration timeline · Checked 2026-09-25
  33. 33
    Genesys names two paths off Genesys Cloud for Salesforce: move to CX Cloud from Genesys and Salesforce, or move agents to the Genesys Cloud user interface without Salesforce CTI.
    Deprecation: Salesforce open CTI integration · Deprecation: Salesforce open CTI integration, migration options · Checked 2026-09-25
  34. 34
    The Genesys Omni-Channel Phone tab provides Phone Book, Hold, Mute, Blind Transfer, Resume, Add Caller, Keypad and End Call.
    Call controls in Omni-Channel · Call controls in Omni-Channel, Phone tab list · Checked 2026-09-25
  35. 35
    To receive voice calls, an agent must sign into Omni-Channel with a presence status that is mapped to the Genesys Cloud On Queue status.
    Setup guide for CX Cloud, Voice for Salesforce Service Cloud · Setup guide, Create presence statuses · Checked 2026-09-25
  36. 36
    Service Cloud Voice for Genesys is turned on in Salesforce Setup under Partner Telephony Setup by enabling Turn on Voice with Partner Telephony.
    Install the CX Cloud, Voice for Salesforce Service Cloud package · Install the CX Cloud, Voice package, Prerequisites, Partner Telephony Setup · Checked 2026-09-25
  37. 37
    Omni-Channel must be enabled in Salesforce before installing the CX Cloud, Voice for Salesforce Service Cloud package.
    Install the CX Cloud, Voice for Salesforce Service Cloud package · Install the CX Cloud, Voice package, Prerequisites, Omni-Channel · Checked 2026-09-25
  38. 38
    Letting agents pause and resume recording needs the Control Call Recording app permission, which requires cloned copies of the Partner Telephony permission sets.
    Setup guide for CX Cloud, Voice for Salesforce Service Cloud · Setup guide, Assign contact center permission to users, recording note · Checked 2026-09-25
  39. 39
    CX Cloud administrators need the Genesys Cloud permissions Integration > cxCloudSFCore and Integration > cxCloudSFVoice, each with Add, Delete, Edit and View.
    Requirements for CX Cloud from Genesys and Salesforce integration · Requirements, permissions, administrators · Checked 2026-09-25
  40. 40
    CX Cloud agents need the Genesys Cloud permission Integration > cxCloudSFVoice with Add, Edit and View, without Delete.
    Requirements for CX Cloud from Genesys and Salesforce integration · Requirements, permissions, agents · Checked 2026-09-25
  41. 41
    CX Cloud agents need the latest Chrome, Firefox or Edge with third-party cookies enabled, ad blockers and pop-up blockers disabled for Salesforce, and Firefox Enhanced Tracking Protection disabled.
    Requirements for CX Cloud from Genesys and Salesforce integration · Requirements, browser requirements · Checked 2026-09-25
  42. 42
    CX Cloud requires a self-signed certificate and private key to authenticate telephony requests between Genesys Cloud and Salesforce.
    Requirements for CX Cloud from Genesys and Salesforce integration · Requirements, certificate and private key · Checked 2026-09-25
  43. 43
    CX Cloud from Genesys and Salesforce requires per-user Genesys Cloud licenses at Genesys Cloud CX 1 or later.
    Requirements for CX Cloud from Genesys and Salesforce integration · Requirements, Genesys Cloud licenses · Checked 2026-09-25
  44. 44
    The voice, digital and external routing features of CX Cloud require a Salesforce Service Cloud Voice license.
    Requirements for CX Cloud from Genesys and Salesforce integration · Requirements, Salesforce licenses · Checked 2026-09-25
  45. 45
    Salesforce states that no net new Agentforce Service orgs can implement or use Open CTI.
    Salesforce Open CTI Retirement: End of Life February 28, 2028 - Migrate to Salesforce Voice · Salesforce Open CTI Retirement article, impact paragraph · Checked 2026-09-25
  46. 46
    Salesforce has put Open CTI in maintenance mode and will retire it on February 28, 2028.
    Salesforce Open CTI Retirement: End of Life February 28, 2028 - Migrate to Salesforce Voice · Salesforce Open CTI Retirement article, title and status paragraph · Checked 2026-09-25
  47. 47
    Salesforce supplies the Contact Center Admin (Partner Telephony) permission set for administrators and the Contact Center Agent (Partner Telephony) permission set for agents.
    Setup guide for CX Cloud, Voice for Salesforce Service Cloud · Setup guide, Assign contact center permission to users · Checked 2026-09-25
  48. 48
    The Salesforce-side setup for CX Cloud Voice is to create a contact center Lightning app, create presence statuses, assign them to agents, assign contact center permissions, and build the Voice Call record page.
    Setup guide for CX Cloud, Voice for Salesforce Service Cloud · Setup guide, numbered setup steps 1 to 5 · Checked 2026-09-25
  49. 49
    The Genesys Cloud CX Voice Transcript component in Salesforce does not transcribe calls; it only displays transcripts that Genesys Cloud has already generated.
    Configure Genesys Cloud CX Voice Transcript component · Configure Genesys Cloud CX Voice Transcript component, introductory note · Checked 2026-09-25
  50. 50
    The Voice Transcript component must sit on the primary tab of the Voice Call record page, not inside secondary tabs or tab controls.
    Configure Genesys Cloud CX Voice Transcript component · Configure Genesys Cloud CX Voice Transcript component, Voice Call record page, placement note · Checked 2026-09-25
  51. 51
    The Voice Transcript component requires voice transcription enabled for the Genesys org and queues, low-latency transcription enabled in Speech and Text Analytics, and both the CX Cloud Voice and the Digital and AI packages installed.
    Configure Genesys Cloud CX Voice Transcript component · Configure Genesys Cloud CX Voice Transcript component, Prerequisites · Checked 2026-09-25
  52. 52
    The transcript setup needs a Salesforce Remote Site Settings entry whose URL replaces the lightning.force.com domain with .my.salesforce-scrt.com.
    Configure Genesys Cloud CX Voice Transcript component · Configure Genesys Cloud CX Voice Transcript component, Remote Site Settings · Checked 2026-09-25
  53. 53
    Transcript display is set up in GC Digital and AI Integration Setup by uploading the Service Cloud Voice private key and selecting the contact center.
    Configure Genesys Cloud CX Voice Transcript component · Configure Genesys Cloud CX Voice Transcript component, Digital and AI settings · Checked 2026-09-25
  54. 54
    With Genesys Cloud Voice or BYOC Cloud, transcripts are available within minutes of the call ending, while BYOC Premises adds upload processing time.
    Configure voice transcription · Configure voice transcription, telephony model note · Checked 2026-09-25
  55. 55
    Genesys voice transcription is available with Genesys Cloud CX 3 or CX 4, with CX 1 or CX 2 plus a Speech and Text Analytics or qualifying WEM add-on, or through AI Experience tokens.
    Configure voice transcription · Configure voice transcription, licensing prerequisites · Checked 2026-09-25
  56. 56
    Genesys voice transcription can be enabled per queue in the queue's interaction-type behaviour settings or turned on by an action in the call flow.
    Configure voice transcription · Configure voice transcription, Set up voice transcription · Checked 2026-09-25
  57. 57
    Agents must transfer calls from the Omni-Channel widget rather than the desk phone so that the Voice Call record is created in Salesforce.
    Call controls in Omni-Channel · Call controls in Omni-Channel, transfer note · Checked 2026-09-25
  58. 58
    For a CX Cloud deployment that mixes voice with other channels, Genesys documents only that utilization must be set to suit the environment and gives no fixed values.
    Requirements for CX Cloud from Genesys and Salesforce integration · Requirements, utilization configuration · Checked 2026-09-25
  59. 59
    Every CX Cloud utilization configuration must enable the option Count non-ACD calls in utilization capacity.
    Requirements for CX Cloud from Genesys and Salesforce integration · Requirements, utilization configuration · Checked 2026-09-25
  60. 60
    For a voice-only CX Cloud deployment, Genesys Cloud utilization Maximum Capacity must be set to zero for every interaction type except calls and callbacks.
    Requirements for CX Cloud from Genesys and Salesforce integration · Requirements, utilization configuration · Checked 2026-09-25
  61. 61
    In CX Cloud Voice, Genesys Cloud decides which agent gets a voice call, and Salesforce Omni-Channel presence controls the agent's availability only through its mapping to Genesys On Queue.inferred
    Setup guide for CX Cloud, Voice for Salesforce Service Cloud · Setup guide, Create presence statuses; read with Configure contact center settings, status mapping · Checked 2026-09-25

Documents

tier 2 current vendor documentation

About CX Cloud from Genesys and Salesforce

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

About Genesys Cloud for Salesforce

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Call controls in Omni-Channel

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Configure a contact center in Salesforce

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Configure contact center settings

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Configure Genesys Cloud CX Voice Transcript component

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Configure Omni-Channel sync

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Configure voice transcription

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Create a contact center in Salesforce Service Cloud

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Deprecation: Salesforce open CTI integration

Genesys · 2026-03-23 · accessed 2026-09-25

tier 2 current vendor documentation

Install the CX Cloud, Voice for Salesforce Service Cloud package

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Install the External Routing for Salesforce Service Cloud package

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Requirements for CX Cloud from Genesys and Salesforce integration

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Salesforce Omni-Channel

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Salesforce Open CTI Retirement: End of Life February 28, 2028 - Migrate to Salesforce Voice

Salesforce · 2026-06-25 · accessed 2026-09-25

tier 2 current vendor documentation

Set up the External Routing configuration in Genesys Cloud

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Set up the integration in Genesys Cloud

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Setup guide for CX Cloud, Voice for Salesforce Service Cloud

Genesys · accessed 2026-09-25

tier 6 community and field reports

CX Cloud from Genesys and Salesforce - Voice channel routing via Genesys Cloud and other channels routing direct to Salesforce

Genesys Community · 2024-05-21 · accessed 2026-09-25

Cite this page

APA

WarmTransfer. (2026, September 25). Genesys Cloud with Salesforce Service Cloud Voice. WarmTransfer. https://warmtransfer.net/guides/genesys-with-salesforce-voice

BibTeX

@misc{warmtransfer-genesys-with-salesforce-voice,
  title  = {Genesys Cloud with Salesforce Service Cloud Voice},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/genesys-with-salesforce-voice},
  note   = {Verified 2026-09-25}
}