ServiceNow + Genesys Cloud = Unified Experience - HELP

nikkii · ‎11-25-2025

Hi guys

Hope you hearede about htis new Unified Experience Integration between ServiceNow + Genesys Cloud.

We tried to install the new integration with the official implementation guide v. 2.6.1 from ServiceNow.

Now we are done, and we have at least 2 major issues - and there is absolutly NO INFORMATION on the web about it. Its terrible to solve it, and i hope you guys can help me here.

1. Scenario: We are in the CSM/FSM workspace, and click on the dial-button on the top right to login in into genesys cloud. First it works, then it will stay 2 seconds, then we are logged out automatically and an error message is displayed.

Message: "Unable to login to Unified Experience from Genesys and ServiceNow: Logging out."

2. Scenario: when we are logged in (for 2 sec), we got an error message about the WebRTC.

But we have configured one on Genesys side, we did the diagnosis tests, everything passed.

Microphone and Popups are allowed on Servicenow Browser (Chrome).

Message: "WebRTC Error Encountered: Failed to connect streaming client due to invalid token".

Please share your experience if you have already worked with Unified Experience Integration!

Thanks in advance.

nikkii · ‎11-30-2025

Hi guys

i think we found the solution, at least it works for us:

when you are setting up JWT OAuth in the application registry side servicenow,

make sure to set this fields too:

Enable JTI Verification = false
Token Format = JWT
Subject Claim = Sys ID

the first field is mentioned in the implementation guide 2.6.1, but explained a bit weird.

the last two fields are not mentioned, and i think that will make a difference.

@navyapandir : maybe you should noticed this.

View solution in original post

sazimuddin · 3 weeks ago

Hi @nikkii @navyapandir ,

We've same ask and currently trying out the POC however we're struglling with a error.

We've followed the installation guide and it appers the inbound calls works as interaction is created however the work item remain in 'queued' state and is not offered to any agent.

This results with error message as in screenshot stating 'unable to offer a voice interaction'. Could you please check and help us out if we're missing on something.

Prabhu9 · 3 weeks ago

Hi @nikkii @navyapandir ,

Was there any solution for this ? I'm facing the same issue with Genesys.

I'm being logged out after successful login and shown a error message "Unable to login to Unified Experience from Genesys and ServiceNow: Logging out."

nikkii · 3 weeks ago

Hi @Prabhu9

Actually i cannot provide more information, than in my previous post.

For us worked this: when you are setting up JWT OAuth in the application registry side servicenow,

make sure to set this fields too:

Enable JTI Verification = false
Token Format = JWT
Subject Claim = Sys ID

In General: Be aware of Session / Cache problems. Do not open multiple windows where you are logged in in Genesys. You should only logged in to Servicenow, then automatically to genesys (if not click on telephone icon on top right).

Hope this helps!