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  • 1.  Unified Experience from Genesys and ServiceNow

    Posted 03-05-2026 10:07

    Hello,

    Is there a documentation available to explain what exactly to configure to be able to popup the corresponding contact when receiving a call with Unified Experience ?

    For the time being, when receiving a call, an interaction is opened in ServiceNow but not linked to the contact.

    I changed the inbound callflow to set participant data (to change ANI format tel:+ for +), and create an attribute mappings section into the Genesys integration JSON, but it doesn't work.

    Any idea ?

    Thank you


    #API/Integrations

    ------------------------------
    Ben
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  • 2.  RE: Unified Experience from Genesys and ServiceNow

    Posted 03-05-2026 10:36

    Good Day Benjamin

    I found the following post from last year, not sure if its related to your current problem - https://community.genesys.com/discussion/servicenow-unified-experience

    https://help.genesys.cloud/articles/about-unified-experience-from-genesys-and-servicenow/

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------



  • 3.  RE: Unified Experience from Genesys and ServiceNow

    Posted 03-05-2026 10:49
      |   view attached

    Hi Benjamin

    I also found the attached document, not sure if this might help.

    Regards

    Stephan



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------



  • 4.  RE: Unified Experience from Genesys and ServiceNow

    Posted 03-06-2026 02:21

    Hello,


    We have followed the instructions provided in the referenced document. Unfortunately, nothing is working.
    The issues were escalated to our ServiceNow integrator, with no progress to date. For the past three weeks, the matter has also been escalated to ServiceNow Professional Services, again without any improvement.


    I would be interested to know whether anyone has successfully deployed Unified Experience.


    Best regards,
    Lionel



    ------------------------------
    Lionel Florence
    Directeur UDJ
    ------------------------------



  • 5.  RE: Unified Experience from Genesys and ServiceNow
    Best Answer

    Posted 15 hours ago

    I see this thread is a bit old, but if anyone else wanders in here

    You can configure popup and such in ServiceNow.
    For example you can use business rules to attach a customer contact and account to the IMS record that is opened when the agent receives the interaction.

    There's already a SNow variable to holds the ANI of the call in the interaction table, or you can't send it to a custom variable with participant data to SNow.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


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