• Be an admin user to perform this procedure. 

  • Before activating a new organization, log out of any Genesys Cloud CX organizations in the browser profile you will use to active your new organization. To log out, access user settings from your picture in the sidebar. Then click Logout.

An organization is a set of Genesys Cloud products and services, selected by a business to accommodate its specific requirements. The first step is to activate the organization; this step is applicable to most new customers.

  1. Open the email titled “Activate Your Genesys Cloud Features.”
    Note: You recently subscribed, have not set up your organization yet, and did not receive an activation email. If you are from the Genesys sales team, contact a CX specialist. If you have a Genesys Cloud subscription, contact your sales representative.
  2. Click Activate. Genesys Cloud prompts you to sign up for a new account.
  3. Select your region and click Sign Up.
  4. Enter the basic information needed to create a Genesys Cloud account. Then click Next.
    Note: Enter a short name for this new organization in the Company Name field. This unique identifier is used to specify this organization when logging in. Genesys Cloud checks if the short name is unique within that AWS region. However, Genesys recommends using a unique short name for each org and not reusing a short name of an org in a different AWS region. Once created, the short name cannot be changed. If you enter a name with uppercase and special characters, Genesys Cloud creates a short name using the following convention:
    • Makes all letters lowercase
    • Removes spaces and special characters, except for dashes
    • Adds a number at the end if the short name already exists
  5. (Optional) Invite other persons to use Genesys Cloud. You can also invite people later.
  6. Click Activate Now. Wait for the organization activation process to complete.
  7. Your Genesys Cloud organization is ready. Enter your email address and password from step 4. Click Log In.
  8. Wait while the system activates features and customizes billing for the organization, based on the subscription created by sales. If you signed up for a trial, you are not billed.
  9. When setup is complete, click Continue.
  10. At this point, your subscribed products and features are ready to use. The CX specialist checks to ensure that everything activated properly. Afterward, you receive an email with “Thank you for Activating Your Genesys Cloud Features” in the subject line.
  11. You receive an email with “Welcome to Genesys Cloud” in the subject line. This email confirms that your organization is active. It contains important links that you use to

If you encounter activation issues, contact with the Organization ID information and screenshots of the error or issue.