Hello Florian,
For the CX Cloud from Genesys and Salesforce integration, a Salesforce Service Cloud Voice license (also referred to as Salesforce Voice or implemented as Partner Contact Center) is required if you want to use voice, digital, and external routing features within Salesforce.
If your use case includes Genesys digital channels (including BYOC messaging) or Salesforce digital channels, then you'll also need Salesforce Digital Engagement. The documentation specifically calls out Digital Engagement as being required to consume and surface digital channels through the integration.
Regarding Agentforce and using Genesys Cloud voice or chat transcripts, I did find documentation indicating that Agentforce, Einstein Service Replies, and Generative Knowledge features can work with Genesys transcript data. However, I wasn't able to find anything in the Genesys documentation that explicitly states the licensing or **Flex Credit** requirements for Agentforce itself.
So, based on the documentation:
- Voice and routing features: Salesforce Service Cloud Voice is required.
- Genesys or Salesforce digital channels (including BYOC messaging):** Salesforce Digital Engagement is required.
- Agentforce with Genesys transcripts: The integration is supported, but the specific Agentforce licensing and Flex Credit requirements aren't documented by Genesys.
For the Agentforce licensing piece, I'd recommend confirming the Flex Credit requirements with your Salesforce account team, as that's ultimately governed by Salesforce licensing rather than the Genesys integration.
Hope this helps!
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Cameron
Online Community Manager/Moderator
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