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. Enabling voice transcription requires the appropriate licenses as listed in the Configure voice transcription. The Genesys Cloud CX Voice Transcript component in Salesforce does not transcribe voice interactions. Instead, it only displays the transcripts that have already been generated and passed from Genesys Cloud.

Configure the Digital and AI for Salesforce Service Cloud setup

The Digital and AI Settings component lets administrators configure Salesforce Service Cloud Voice transcription securely, without exposing the Service Cloud Voice private key in plain text. The private key is uploaded as a file and encrypted at rest rather than entered as text.

1. On the Setup Home page in Salesforce, click the App Launcher icon.
2. Search for GC Digital and AI Integration Setup in the Search apps and items box and select the item.
3. Enter the following settings for the configuration:
   • Upload Private Key – Click Choose File to select the private key file created for the CX Cloud from Genesys and Salesforce integration. For more information, see Requirements.
   • Select Contact Center – Choose the contact center from the list.
   • Use Last Utterance for NBA – Select this option if you want guided action for customer inputs.
4. Click Save Configuration.

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.
     Note: The component must be placed on the primary record tab to function correctly; it cannot be located within secondary tabs or tab controls.
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.