Change the region of your Genesys Cloud organization

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Genesys Cloud requires organizations to configure the correct regional domain to ensure proper system access and functionality across all integrations and deployment locations. By default, integrations point to US East; however, organizations must update the domain URL to match their actual geographic location, as incorrect region configuration prevents users, including agents, from logging in. The platform supports deployment across multiple global regions, each with corresponding domain endpoints. Available regions include Americas (Canada, São Paulo, US East, Mexico, US West), Asia Pacific (Mumbai, Osaka, Seoul, Singapore, Sydney, Tokyo), EMEA (Dublin, Frankfurt, London, Zurich), Middle East (UAE), European Sovereign Region (Brandenburg), and FedRAMP-compliant US East 2 (Ohio). Regional domain configuration applies to multiple integration points. For browser extensions (Chrome and Firefox), users access extension settings and modify the Genesys Cloud Environment domain based on organizational location. For example, US West organizations change the domain from https://apps.mypurecloud.com to https://apps.usw2.pure.cloud. For Salesforce integration, users navigate to Setup > Call Centers and edit the CTI Adapter URL to reflect the appropriate regional domain. For Zendesk integration, administrators access the app configuration settings within Zendesk's Admin panel by navigating to Support > Admin > Manage, selecting the Genesys Cloud app under Enabled apps, accessing App Configuration, and modifying the domain URL accordingly. After modifying domain settings across any integration, users must save changes to ensure proper functionality. The European Sovereign Region requires contacting the Genesys account team for availability information. Additional configuration options and integration details are available through related documentation on Genesys Cloud browser extensions, Salesforce integration, and Zendesk integration settings.

Series: Set up a call center in Salesforce

Previous suggested step: Change the region of your Genesys Cloud organization

Next suggested step: Configure Omni-Channel sync

Genesys Cloud European Sovereign Region in Limited Availability: Contact your Genesys account team for information about availability in the Genesys Cloud European Sovereign Region.

Note: This article applies to Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

The integration must reference the region where your Genesys Cloud organization is located. Otherwise, anyone using your organization, including agents, cannot log in. By default, the integration points to US East.

To point to a different Amazon data center, change the URL that the client uses.

The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.

Access the extension settings.
- Genesys Cloud for Chrome
  1. Go to your Chrome extensions.
  2. Search for Genesys Cloud for Chrome.
  3. Click Details and then click Extension options.
- Genesys Cloud for Firefox
  1. Go to your Firefox add-ons.
  2. Search for Genesys Cloud for Firefox.
  3. Click Preferences.

Modify the domain that appears for Genesys Cloud Environment based on the location of your Genesys Cloud organization. For example, if your Genesys Cloud organization is in the Americas (US West), change https://apps.mypurecloud.com to https://apps.usw2.pure.cloud.

Genesys Cloud region	AWS region	Domain
Americas (Canada)	Canada (Canada Central)	apps.cac1.pure.cloud
Americas (Sao Paulo)	South America (Sao Paulo)	apps.sae1.pure.cloud
Americas (US East)	US East (N. Virginia)	apps.mypurecloud.com
Americas (Mexico)	Mexico (Central)	apps.mxc1.pure.cloud
FedRAMP	US East 2 (Ohio)	apps.use2.us-gov-pure.cloud
Americas (US West)	US West (Oregon)	apps.usw2.pure.cloud
Asia Pacific (Mumbai)	Asia Pacific (Mumbai)	apps.aps1.pure.cloud
Asia Pacific (Osaka)	Asia Pacific (Osaka)	apps.apne3.pure.cloud
Asia Pacific (Seoul)	Asia Pacific (Seoul)	apps.apne2.pure.cloud
Asia Pacific (Singapore)	Asia Pacific (Singapore)	apps.apse1.pure.cloud
Asia Pacific (Sydney)	Asia Pacific (Sydney)	apps.mypurecloud.com.au
Asia Pacific (Tokyo)	Asia Pacific (Tokyo)	apps.mypurecloud.jp
EMEA (Dublin)	EU (Ireland)	apps.mypurecloud.ie
EMEA (Frankfurt)	EU (Frankfurt)	apps.mypurecloud.de
EMEA (London)	EU (London)	apps.euw2.pure.cloud
EMEA (Zurich)	EU (Zurich)	apps.euc2.pure.cloud
European Sovereign Region	European Sovereign Cloud (Brandenburg)	apps.edee1.eusc-pure.cloud
Middle East (UAE)	Middle East (UAE)	apps.mec1.pure.cloud

Click Save.

For information about all configuration options, see Configure the extension.

The following content applies to Genesys Cloud for Salesforce.

In Salesforce, click Setup.
Search for Call Centers.
Under Build > Customize > Call Center, click Call Centers.
The All Call Centers page, which lists all current call center records, appears.
Click Edit next to Genesys Cloud for Salesforce or Genesys Cloud for Salesforce Lightning.

Modify the domain that appears for the CTI Adapter URL based on the location of your Genesys Cloud organization. For example, if your Genesys Cloud organization is in the Americas (US West), change https://apps.mypurecloud.com/crm/index.html?style=Salesforce to https://apps.usw2.pure.cloud/crm/index.html?style=Salesforce.

Genesys Cloud region	AWS region	Domain
Americas (Canada)	Canada (Canada Central)	apps.cac1.pure.cloud
Americas (Sao Paulo)	South America (Sao Paulo)	apps.sae1.pure.cloud
Americas (US East)	US East (N. Virginia)	apps.mypurecloud.com
Americas (Mexico)	Mexico (Central)	apps.mxc1.pure.cloud
FedRAMP	US East 2 (Ohio)	apps.use2.us-gov-pure.cloud
Americas (US West)	US West (Oregon)	apps.usw2.pure.cloud
Asia Pacific (Mumbai)	Asia Pacific (Mumbai)	apps.aps1.pure.cloud
Asia Pacific (Osaka)	Asia Pacific (Osaka)	apps.apne3.pure.cloud
Asia Pacific (Seoul)	Asia Pacific (Seoul)	apps.apne2.pure.cloud
Asia Pacific (Singapore)	Asia Pacific (Singapore)	apps.apse1.pure.cloud
Asia Pacific (Sydney)	Asia Pacific (Sydney)	apps.mypurecloud.com.au
Asia Pacific (Tokyo)	Asia Pacific (Tokyo)	apps.mypurecloud.jp
EMEA (Dublin)	EU (Ireland)	apps.mypurecloud.ie
EMEA (Frankfurt)	EU (Frankfurt)	apps.mypurecloud.de
EMEA (London)	EU (London)	apps.euw2.pure.cloud
EMEA (Zurich)	EU (Zurich)	apps.euc2.pure.cloud
European Sovereign Region	European Sovereign Cloud (Brandenburg)	apps.edee1.eusc-pure.cloud
Middle East (UAE)	Middle East (UAE)	apps.mec1.pure.cloud

Click Save.

For information about all steps necessary to set up a call center, see Set up a call center.

The following content applies to Genesys Cloud for Zendesk.

In Zendesk, click Support.
Click Admin .
Click Manage.
Under Enabled apps, click Genesys Cloud (or the title that you set during installation).
Click App Configuration.

Modify the domain that appears for Genesys Cloud Environment based on the location of your Genesys Cloud organization. For example, if your Genesys Cloud organization is in the Americas (US West), change apps.mypurecloud.com to apps.usw2.pure.cloud.

Genesys Cloud region	AWS region	Domain
Americas (Canada)	Canada (Canada Central)	apps.cac1.pure.cloud
Americas (Sao Paulo)	South America (Sao Paulo)	apps.sae1.pure.cloud
Americas (US East)	US East (N. Virginia)	apps.mypurecloud.com
Americas (Mexico)	Mexico (Central)	apps.mxc1.pure.cloud
FedRAMP	US East 2 (Ohio)	apps.use2.us-gov-pure.cloud
Americas (US West)	US West (Oregon)	apps.usw2.pure.cloud
Asia Pacific (Mumbai)	Asia Pacific (Mumbai)	apps.aps1.pure.cloud
Asia Pacific (Osaka)	Asia Pacific (Osaka)	apps.apne3.pure.cloud
Asia Pacific (Seoul)	Asia Pacific (Seoul)	apps.apne2.pure.cloud
Asia Pacific (Singapore)	Asia Pacific (Singapore)	apps.apse1.pure.cloud
Asia Pacific (Sydney)	Asia Pacific (Sydney)	apps.mypurecloud.com.au
Asia Pacific (Tokyo)	Asia Pacific (Tokyo)	apps.mypurecloud.jp
EMEA (Dublin)	EU (Ireland)	apps.mypurecloud.ie
EMEA (Frankfurt)	EU (Frankfurt)	apps.mypurecloud.de
EMEA (London)	EU (London)	apps.euw2.pure.cloud
EMEA (Zurich)	EU (Zurich)	apps.euc2.pure.cloud
European Sovereign Region	European Sovereign Cloud (Brandenburg)	apps.edee1.eusc-pure.cloud
Middle East (UAE)	Middle East (UAE)	apps.mec1.pure.cloud

Click Save settings.

For information about all configuration options, see Settings in Genesys Cloud for Zendesk.

For more information about the integrations, see About the Genesys Cloud browser extensions, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.

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Change the region of your Genesys Cloud organization

Series: Set up a call center in Salesforce

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