Genesys Cloud - Main

Hello Genesys Community,

I have configured call transcription in SCV (Service Cloud Voice) with CX Cloud according to the documentation. However, transcription is still not working.

When checking the browser console, I see the following warning:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

Could someone please clarify:

1. What exactly VT refers to in this context?

2. How can I properly configure it so that transcription works with SCV and CX Cloud?

Any guidance or steps to resolve this issue would be greatly appreciated.

Thank you in advance!

Hello Genesys Community,

After further investigation on my side, I can confirm that call transcription is actually working in Genesys Cloud. I'm able to see the transcripts there without any issue.

However, the problem remains on the Salesforce side:

• The transcription is not being pushed/displayed in Salesforce (Service Cloud Voice)

• And I still consistently see the following warning in the browser console:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

So at this stage, it looks like:

• Genesys transcription (backend) ✅ OK

• Integration with Salesforce ❌ Not working

Could someone help clarify:

• What exactly VT refers to in this context? (Voice Transcription service? Feature toggle? Something to configure in Salesforce side?)

• Is there an additional configuration required specifically for Salesforce SCV / CX Cloud integration to receive transcripts?

• Has anyone faced a similar issue where transcription works in Genesys but not in Salesforce?

Any guidance or troubleshooting steps would be greatly appreciated.

Thanks a lot!

Hello Genesys Community,

I have configured call transcription in SCV (Service Cloud Voice) with CX Cloud according to the documentation. However, transcription is still not working.

When checking the browser console, I see the following warning:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

Could someone please clarify:

1. What exactly VT refers to in this context?

2. How can I properly configure it so that transcription works with SCV and CX Cloud?

Any guidance or steps to resolve this issue would be greatly appreciated.

Thank you in advance!

Hi,

not sure about the VT error, but you need three components on the VoiceCall record page

1. CX Cloud Voice Transcript
2. Genesys Cloud Einstein Assist
3. Enhanced Conversation

The Genesys Cloud Einstein Assist needs a private key.

You need set up remote site settings with https://YOURDOMAIN.my.salesforce-scrt.com.

Hello Genesys Community,

After further investigation on my side, I can confirm that call transcription is actually working in Genesys Cloud. I'm able to see the transcripts there without any issue.

However, the problem remains on the Salesforce side:

• The transcription is not being pushed/displayed in Salesforce (Service Cloud Voice)

• And I still consistently see the following warning in the browser console:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

So at this stage, it looks like:

• Genesys transcription (backend) ✅ OK

• Integration with Salesforce ❌ Not working

Could someone help clarify:

• What exactly VT refers to in this context? (Voice Transcription service? Feature toggle? Something to configure in Salesforce side?)

• Is there an additional configuration required specifically for Salesforce SCV / CX Cloud integration to receive transcripts?

• Has anyone faced a similar issue where transcription works in Genesys but not in Salesforce?

Any guidance or troubleshooting steps would be greatly appreciated.

Thanks a lot!

Hello Genesys Community,

I have configured call transcription in SCV (Service Cloud Voice) with CX Cloud according to the documentation. However, transcription is still not working.

When checking the browser console, I see the following warning:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

Could someone please clarify:

1. What exactly VT refers to in this context?

2. How can I properly configure it so that transcription works with SCV and CX Cloud?

Any guidance or steps to resolve this issue would be greatly appreciated.

Thank you in advance!

Hi Jeroen,

Thank you for your response.

This is exactly what I have already configured on my side, including the three components on the VoiceCall record page, the private key for Genesys Cloud Einstein Assist, and the remote site settings.

I will try to redo the entire configuration from scratch to see if that resolves the issue.

I'll keep you posted on the results.

Hi,

not sure about the VT error, but you need three components on the VoiceCall record page

1. CX Cloud Voice Transcript
2. Genesys Cloud Einstein Assist
3. Enhanced Conversation

The Genesys Cloud Einstein Assist needs a private key.

You need set up remote site settings with https://YOURDOMAIN.my.salesforce-scrt.com.

Hello Genesys Community,

After further investigation on my side, I can confirm that call transcription is actually working in Genesys Cloud. I'm able to see the transcripts there without any issue.

However, the problem remains on the Salesforce side:

• The transcription is not being pushed/displayed in Salesforce (Service Cloud Voice)

• And I still consistently see the following warning in the browser console:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

So at this stage, it looks like:

• Genesys transcription (backend) ✅ OK

• Integration with Salesforce ❌ Not working

Could someone help clarify:

• What exactly VT refers to in this context? (Voice Transcription service? Feature toggle? Something to configure in Salesforce side?)

• Is there an additional configuration required specifically for Salesforce SCV / CX Cloud integration to receive transcripts?

• Has anyone faced a similar issue where transcription works in Genesys but not in Salesforce?

Any guidance or troubleshooting steps would be greatly appreciated.

Thanks a lot!

Hello Genesys Community,

I have configured call transcription in SCV (Service Cloud Voice) with CX Cloud according to the documentation. However, transcription is still not working.

When checking the browser console, I see the following warning:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

Could someone please clarify:

1. What exactly VT refers to in this context?

2. How can I properly configure it so that transcription works with SCV and CX Cloud?

Any guidance or steps to resolve this issue would be greatly appreciated.

Thank you in advance!

Hi @Ragheb Gmira

I understand that transcription is active in Genesys Cloud, correct?

Then, I suggest reviewing the configuration steps:

1)For the Digital AI module and for creating the self-signed certificate, verify that the private key starts with: -----BEGIN RSA PRIVATE KEY-----
This detail makes all the difference.

If not, if you followed this article: https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_generate_certificate.htm
In step 4, replace the command `openssl rsa -passin pass:<your_password> -in server.pass.key -out server.key` with this one: openssl rsa -passin pass:<your_password> -traditional -in server.pass.key -out server.key

2)From the Configure Genesys Cloud CX Voice Transcript component module.

Repeat the tests!

Important point: sometimes the Enhanced Conversation transcription fails, but it needs to have audio in both directions to work.

Hi Jeroen,

Thank you for your response.

This is exactly what I have already configured on my side, including the three components on the VoiceCall record page, the private key for Genesys Cloud Einstein Assist, and the remote site settings.

I will try to redo the entire configuration from scratch to see if that resolves the issue.

I'll keep you posted on the results.

Hi,

not sure about the VT error, but you need three components on the VoiceCall record page

1. CX Cloud Voice Transcript
2. Genesys Cloud Einstein Assist
3. Enhanced Conversation

The Genesys Cloud Einstein Assist needs a private key.

You need set up remote site settings with https://YOURDOMAIN.my.salesforce-scrt.com.

Hello Genesys Community,

After further investigation on my side, I can confirm that call transcription is actually working in Genesys Cloud. I'm able to see the transcripts there without any issue.

However, the problem remains on the Salesforce side:

• The transcription is not being pushed/displayed in Salesforce (Service Cloud Voice)

• And I still consistently see the following warning in the browser console:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

So at this stage, it looks like:

• Genesys transcription (backend) ✅ OK

• Integration with Salesforce ❌ Not working

Could someone help clarify:

• What exactly VT refers to in this context? (Voice Transcription service? Feature toggle? Something to configure in Salesforce side?)

• Is there an additional configuration required specifically for Salesforce SCV / CX Cloud integration to receive transcripts?

• Has anyone faced a similar issue where transcription works in Genesys but not in Salesforce?

Any guidance or troubleshooting steps would be greatly appreciated.

Thanks a lot!

Hello Genesys Community,

I have configured call transcription in SCV (Service Cloud Voice) with CX Cloud according to the documentation. However, transcription is still not working.

When checking the browser console, I see the following warning:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

Could someone please clarify:

1. What exactly VT refers to in this context?

2. How can I properly configure it so that transcription works with SCV and CX Cloud?

Any guidance or steps to resolve this issue would be greatly appreciated.

Thank you in advance!

Hi Danniel Cioti,

Thank you for your suggestions.

I have completely redone the configuration from scratch, including regenerating the certificate with the correct private key format. However, the issue still persists - the call transcription is still not being pushed to Salesforce.

On the Genesys side, transcription is working correctly, but nothing is received in Salesforce.

In addition, I still see the following alert in the browser console:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

Also, on the CX Cloud Digital and AI banner, the agent is correctly connected.

This behavior is quite strange. Do you have any idea what might be missing or misconfigured on the Salesforce side?

Thanks in advance for your help.

Hi @Ragheb Gmira

I understand that transcription is active in Genesys Cloud, correct?

Then, I suggest reviewing the configuration steps:

1)For the Digital AI module and for creating the self-signed certificate, verify that the private key starts with: -----BEGIN RSA PRIVATE KEY-----
This detail makes all the difference.

If not, if you followed this article: https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_generate_certificate.htm
In step 4, replace the command `openssl rsa -passin pass:<your_password> -in server.pass.key -out server.key` with this one: openssl rsa -passin pass:<your_password> -traditional -in server.pass.key -out server.key

2)From the Configure Genesys Cloud CX Voice Transcript component module.

Repeat the tests!

Important point: sometimes the Enhanced Conversation transcription fails, but it needs to have audio in both directions to work.

Hi Jeroen,

Thank you for your response.

This is exactly what I have already configured on my side, including the three components on the VoiceCall record page, the private key for Genesys Cloud Einstein Assist, and the remote site settings.

I will try to redo the entire configuration from scratch to see if that resolves the issue.

I'll keep you posted on the results.

Hi,

not sure about the VT error, but you need three components on the VoiceCall record page

1. CX Cloud Voice Transcript
2. Genesys Cloud Einstein Assist
3. Enhanced Conversation

The Genesys Cloud Einstein Assist needs a private key.

You need set up remote site settings with https://YOURDOMAIN.my.salesforce-scrt.com.

Hello Genesys Community,

After further investigation on my side, I can confirm that call transcription is actually working in Genesys Cloud. I'm able to see the transcripts there without any issue.

However, the problem remains on the Salesforce side:

• The transcription is not being pushed/displayed in Salesforce (Service Cloud Voice)

• And I still consistently see the following warning in the browser console:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

So at this stage, it looks like:

• Genesys transcription (backend) ✅ OK

• Integration with Salesforce ❌ Not working

Could someone help clarify:

• What exactly VT refers to in this context? (Voice Transcription service? Feature toggle? Something to configure in Salesforce side?)

• Is there an additional configuration required specifically for Salesforce SCV / CX Cloud integration to receive transcripts?

• Has anyone faced a similar issue where transcription works in Genesys but not in Salesforce?

Any guidance or troubleshooting steps would be greatly appreciated.

Thanks a lot!

Hello Genesys Community,

I have configured call transcription in SCV (Service Cloud Voice) with CX Cloud according to the documentation. However, transcription is still not working.

When checking the browser console, I see the following warning:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

Could someone please clarify:

1. What exactly VT refers to in this context?

2. How can I properly configure it so that transcription works with SCV and CX Cloud?

Any guidance or steps to resolve this issue would be greatly appreciated.

Thank you in advance!

Hi,

maybe check the permissions the OAuth client Salesforce is using? Maybe the role needs the permission Conversation > Transcription > View

Hi Danniel Cioti,

Thank you for your suggestions.

I have completely redone the configuration from scratch, including regenerating the certificate with the correct private key format. However, the issue still persists - the call transcription is still not being pushed to Salesforce.

On the Genesys side, transcription is working correctly, but nothing is received in Salesforce.

In addition, I still see the following alert in the browser console:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

Also, on the CX Cloud Digital and AI banner, the agent is correctly connected.

This behavior is quite strange. Do you have any idea what might be missing or misconfigured on the Salesforce side?

Thanks in advance for your help.

Hi @Ragheb Gmira

I understand that transcription is active in Genesys Cloud, correct?

Then, I suggest reviewing the configuration steps:

1)For the Digital AI module and for creating the self-signed certificate, verify that the private key starts with: -----BEGIN RSA PRIVATE KEY-----
This detail makes all the difference.

If not, if you followed this article: https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_generate_certificate.htm
In step 4, replace the command `openssl rsa -passin pass:<your_password> -in server.pass.key -out server.key` with this one: openssl rsa -passin pass:<your_password> -traditional -in server.pass.key -out server.key

2)From the Configure Genesys Cloud CX Voice Transcript component module.

Repeat the tests!

Important point: sometimes the Enhanced Conversation transcription fails, but it needs to have audio in both directions to work.

Hi Jeroen,

Thank you for your response.

This is exactly what I have already configured on my side, including the three components on the VoiceCall record page, the private key for Genesys Cloud Einstein Assist, and the remote site settings.

I will try to redo the entire configuration from scratch to see if that resolves the issue.

I'll keep you posted on the results.

Hi,

not sure about the VT error, but you need three components on the VoiceCall record page

1. CX Cloud Voice Transcript
2. Genesys Cloud Einstein Assist
3. Enhanced Conversation

The Genesys Cloud Einstein Assist needs a private key.

You need set up remote site settings with https://YOURDOMAIN.my.salesforce-scrt.com.

Hello Genesys Community,

After further investigation on my side, I can confirm that call transcription is actually working in Genesys Cloud. I'm able to see the transcripts there without any issue.

However, the problem remains on the Salesforce side:

• The transcription is not being pushed/displayed in Salesforce (Service Cloud Voice)

• And I still consistently see the following warning in the browser console:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

So at this stage, it looks like:

• Genesys transcription (backend) ✅ OK

• Integration with Salesforce ❌ Not working

Could someone help clarify:

• What exactly VT refers to in this context? (Voice Transcription service? Feature toggle? Something to configure in Salesforce side?)

• Is there an additional configuration required specifically for Salesforce SCV / CX Cloud integration to receive transcripts?

• Has anyone faced a similar issue where transcription works in Genesys but not in Salesforce?

Any guidance or troubleshooting steps would be greatly appreciated.

Thanks a lot!

Hello Genesys Community,

I have configured call transcription in SCV (Service Cloud Voice) with CX Cloud according to the documentation. However, transcription is still not working.

When checking the browser console, I see the following warning:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

Could someone please clarify:

1. What exactly VT refers to in this context?

2. How can I properly configure it so that transcription works with SCV and CX Cloud?

Any guidance or steps to resolve this issue would be greatly appreciated.

Thank you in advance!

Hi Jeroen,

Thanks for your suggestion.

I've checked the OAuth client permissions on the Salesforce side, including the Conversation > Transcription > View permission, but the issue still persists.

Do you know if it's possible to access logs on the Genesys Cloud side to see if there is any response or error returned by the API? It would really help to get more details about what might be causing this issue.

Thanks in advance for your help.

Best regards,
Ragheb

Hi,

maybe check the permissions the OAuth client Salesforce is using? Maybe the role needs the permission Conversation > Transcription > View

Hi Danniel Cioti,

Thank you for your suggestions.

I have completely redone the configuration from scratch, including regenerating the certificate with the correct private key format. However, the issue still persists - the call transcription is still not being pushed to Salesforce.

On the Genesys side, transcription is working correctly, but nothing is received in Salesforce.

In addition, I still see the following alert in the browser console:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

Also, on the CX Cloud Digital and AI banner, the agent is correctly connected.

This behavior is quite strange. Do you have any idea what might be missing or misconfigured on the Salesforce side?

Thanks in advance for your help.

Hi @Ragheb Gmira

I understand that transcription is active in Genesys Cloud, correct?

Then, I suggest reviewing the configuration steps:

1)For the Digital AI module and for creating the self-signed certificate, verify that the private key starts with: -----BEGIN RSA PRIVATE KEY-----
This detail makes all the difference.

If not, if you followed this article: https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_generate_certificate.htm
In step 4, replace the command `openssl rsa -passin pass:<your_password> -in server.pass.key -out server.key` with this one: openssl rsa -passin pass:<your_password> -traditional -in server.pass.key -out server.key

2)From the Configure Genesys Cloud CX Voice Transcript component module.

Repeat the tests!

Important point: sometimes the Enhanced Conversation transcription fails, but it needs to have audio in both directions to work.

Hi Jeroen,

Thank you for your response.

This is exactly what I have already configured on my side, including the three components on the VoiceCall record page, the private key for Genesys Cloud Einstein Assist, and the remote site settings.

I will try to redo the entire configuration from scratch to see if that resolves the issue.

I'll keep you posted on the results.

Hi,

not sure about the VT error, but you need three components on the VoiceCall record page

1. CX Cloud Voice Transcript
2. Genesys Cloud Einstein Assist
3. Enhanced Conversation

The Genesys Cloud Einstein Assist needs a private key.

You need set up remote site settings with https://YOURDOMAIN.my.salesforce-scrt.com.

Hello Genesys Community,

After further investigation on my side, I can confirm that call transcription is actually working in Genesys Cloud. I'm able to see the transcripts there without any issue.

However, the problem remains on the Salesforce side:

• The transcription is not being pushed/displayed in Salesforce (Service Cloud Voice)

• And I still consistently see the following warning in the browser console:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

So at this stage, it looks like:

• Genesys transcription (backend) ✅ OK

• Integration with Salesforce ❌ Not working

Could someone help clarify:

• What exactly VT refers to in this context? (Voice Transcription service? Feature toggle? Something to configure in Salesforce side?)

• Is there an additional configuration required specifically for Salesforce SCV / CX Cloud integration to receive transcripts?

• Has anyone faced a similar issue where transcription works in Genesys but not in Salesforce?

Any guidance or troubleshooting steps would be greatly appreciated.

Thanks a lot!

Hello Genesys Community,

I have configured call transcription in SCV (Service Cloud Voice) with CX Cloud according to the documentation. However, transcription is still not working.

When checking the browser console, I see the following warning:

[genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

Could someone please clarify:

1. What exactly VT refers to in this context?

2. How can I properly configure it so that transcription works with SCV and CX Cloud?

Any guidance or steps to resolve this issue would be greatly appreciated.

Thank you in advance!