Configure Genesys Cloud CX Voice Transcript component

Prerequisites
  • Install CX Cloud, Voice for Salesforce Service Cloud package
  • Install CX Cloud, Digital and AI for Salesforce Service Cloud package

Administrators can add the Genesys Cloud CX Voice Transcript component to transcribe voice interactions in the contact center into written words that are stored as speaker-separated conversational text. Use the private key that you used to set up the CX Cloud from Genesys and Salesforce integration. For more information, see Requirements for CX Cloud from Genesys and Salesforce integration.

In Genesys Cloud, enable the voice transcription option at both the organizational level and the queue level. For more information, see Configure voice transcription.

Note: For the CX Cloud from Genesys and Salesforce integration to function properly, you must enable low latency transcription. For more information, see Enable Voice Transcription in Speech and text analytics.

Create or update the Voice Call record page

In Salesforce, you can add the Genesys Cloud CX Voice Transcript component to a new or an existing Voice Call record page. To create an existing VoiceCall record page:

  1. On the Setup Home page, search for App Builder in the Quick Find box and select Lightning App Builder.
  2. To create a Lightning page wizard, click New.

    Or, click Edit for an existing VoiceCall record page and go to Step 7 Lightning App Builder.

  3. Select Record Page and click Next.
  4. Enter a name for the page in the Label.
  5. Select Voice Call in the Object list and click Next.
  6. Under Standard list, select Header and Three Regions as the page template and click Done.
  7. In the Lightning App Builder, add the following components:
    • Enhanced Conversation – A standard component from Salesforce.
    • Genesys Cloud CX Voice Transcript – Genesys Cloud component to transcribe voice interactions in the contact center.
    • Genesys Cloud Einstein Assist – Transmits the chat text to Einstein’s Next Best Action. Select the following properties for the component:
      • Contact Center Name – Select the contact center name from the list.
      • Private Key – Enter the private key created for the CX Cloud from Genesys and Salesforce integration. For more information, see Requirements.
      • Use Last Utterance for NBA? – Select Yes or No.
  8. Click Save and then Activation.
  9. To make the Voice Call record page as the default page for the contact center app, select APP DEFAULT and click Assign as App Default.
  10. On the Activation screen, follow the wizard to assign the record page to other Lightning apps and form factor.

For more information, see Create the Voice Call Record Page in the Salesforce documentation.

Add remote site settings

Modify your Salesforce domain URL by replacing lightning.force.com with .my.salesforce-scrt.com. Your current domain URL format is https://xxxx.lightning.force.com and the modified domain URL is https://xxxx.my.salesforce-scrt.com.

Provide access to the remote site settings for voice transcript:

  1. On the Setup Home page, search for Remote Site Settings in the Quick Find box and select Remote Site Settings.
  2. Click New Remote Site.
  3. Enter a name for the remote site.
  4. Enter the modified domain URL in the Remote Site URL. For example, https://xxxx.my.salesforce-scrt.com.
  5. Click Save.

How it works?

When an agent attends a voice interaction, the real-time voice transcription funnels through the Voice Call object, which sends the transcript to Salesforce for display on the UI.