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  • 1.  Genesys Purecloud and salesforce voice transcription

    Posted 08-12-2024 07:24
    No replies, thread closed.
    I'm trying to set up voice transcription in the Salesforce integration with Genesys.
     
    However, it was not clear how this configuration works. To have the transcriptions on the Salesforce screen, will I necessarily need to code a class?https://help.mypurecloud.com/articles/configure-genesys-cloud-cx-voice-transcript-component/https://help.mypurecloud.com/articles/use-the-sdk-to-create-voice-transcript-in-genesys-cloud-for-salesforce/

    #ConversationalAI(Bots,AgentAssist,etc.)

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    Amorim Amorim
    Capgemini Brasil S.A.
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  • 2.  RE: Genesys Purecloud and salesforce voice transcription

    Posted 08-14-2024 09:33
    No replies, thread closed.

    Hello Amorim, 

    It would be helpful to know which integration you are needing help with. We have the CX Cloud for Salesforce and Genesys Cloud for salesforce. 

    • CX Cloud for Salesforce is relatively new and heavily integrates GenCloud into Salesforce.
    • Genesys Cloud for Salesforce is older and is often referred to as the managed package and is basically a soft phone widget in the Salesforce UI.

    Both are completely different integrations and are not compatible. 

    Depending on which integration you are using will determine next steps. 

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Genesys Purecloud and salesforce voice transcription

    Posted 08-14-2024 12:39
    No replies, thread closed.

    I'm using CX Cloud for Salesforce

    I want to configure the call transcript to appear in the Salesforce component



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    Amorim Amorim
    Capgemini Brasil S.A.
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    Original Message


  • 4.  RE: Genesys Purecloud and salesforce voice transcription
    Best Answer

    Posted 08-27-2024 13:07
    No replies, thread closed.

    Hello Amorim, 

    Have you installed the Digital AI package? If you have and are running into errors then you will need to open a ticket with our Care team so they can get you to the CAS team. 

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Genesys Purecloud and salesforce voice transcription

    Posted 02-22-2025 08:33
    No replies, thread closed.

    @Cameron Tomlin, what about Genesys Cloud for Salesforce, any pointer? Either through SF apex or API method to extract transcription data into data warehouse. Appreciate feedback.



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    Kevin Chen
    Senior Network Administrator
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    Original Message


  • 6.  RE: Genesys Purecloud and salesforce voice transcription

    Posted 02-26-2025 12:29
    No replies, thread closed.

    Hello Kevin, 

    You can use this Dev center article. There is also this idea to do this in bulk. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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