We run Genesys Cloud CX with Salesforce Voice via the standard CX Cloud / Partner Telephony connector and want to pilot Agentforce Voice
on top of it. That connector only routes calls to a live agent in Omnichannel — there's no built-in option to send a call to a bot.
On Genesys's side, an AI step before agent routing is normally done via a separate Architect bot flow (Call Audio Connector / Bot Connector action), which streams the live audio to an external WebSocket endpoint — that's how third-party voice AI vendors typically hook into CX Cloud.
Our assumed architecture:
Inbound call → Genesys Architect flow
├─ Step 1: Call Audio Connector/Bot Connector action
│ → streams audio to Agentforce Voice endpoint
│ → (Genesys pauses here until the bot session ends)
│
└─ Step 2: based on exit outcome (resolved / escalation / timeout / error):
→ if resolved: end call
→ if escalation: fall through to existing CX Cloud
agent-routing flow (skills-based routing → Salesforce agent)
Two questions for anyone who's actually done this:
- Is that architecture even valid, or does Agentforce Voice expect a different call flow entirely?
- What is the "Agentforce Voice endpoint" concretely — is there a WebSocket/streaming URL Salesforce exposes per agent/org that Genesys can point Audio Connector at, or does it only work via the native Amazon Connect telephony path (i.e., no such endpoint exists for third-party CCaaS)?
On the Salesforce side, is the entry point still "Add Telephony connection to the agent" in Agent Builder, or something Partner-Telephony-specific?
Pointers appreciated. Thanks, Mario
#Service Cloud Voice #Genesys #Agentforce
Hey Mario,
Your architecture is inverted from how Salesforce built this. Agentforce Voice sits as the FIRST responder on the call via Partner Telephony (BYOC over SIP trunking, supports Genesys), with your existing CX Cloud/Genesys routing as the escalation target, not the reverse. So it's not a Genesys Architect flow calling out to an external bot endpoint, the call routes into Agentforce Voice first, then escalates back into your existing skills-based routing on handoff.
There's no public WebSocket/Audio Connector endpoint for this, the integration is SIP trunking through Partner Telephony setup, different pattern than the Bot Connector approach third-party voice AI vendors use.
Entry point on Salesforce side: Agent Builder > Connections tab > Turn It On > Connections tab again > New. That's the correct setup path.
Given the SIP/BYOC config specifics for Genesys aren't fully public, I'd confirm exact wiring with your Salesforce account team before building.
