A2A Implementation Guide for Genesys Cloud and Service

TajAhmed
Kilo Contributor

‎10-11-2025 01:43 PM

Dear SNow Community,  I've a requirement to route an incoming voice call on Genesys Cloud to ServiceNow Voice Bot.  Could you please point out to step by step for implementing this functionality?  


Note: I have successfully integrated Unified Experience for Genesys And Service Now and able to transfer an incoming call from Genesys Cloud to an agent on ServiceNow Agent Workspace (CSM).  Need some support/direction to implementing the A2A capabilities recently signed off between these 2 CCaaS provide or show case similar functionality.  Thanks in advance for your support!!

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ChandrasekaK335
Tera Contributor

Sunday

Hello Taj,

 

I have one requirement which matches yours the calls from Genesys should be routed to  ServiceNow ITSM Operations workspace. I have completed the configuration in ServiceNow (Unified Experience from Genesys application Installation,Openframe, Creating external queue, Agent Status mapping, Creating Voice channel, Connection and Credential alias) and completed configuring in Genesys. At present my Agent status is in Sync with Genesys but the calls are not routing from Genesys to ServiceNow ITSM Workspace instead it is being to routed to Genesys. Since you mentioned in your the calls are being routed can you please share some inputs on that.

Thanks for the quick response.

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Victor Chen
ServiceNow Employee

Sunday

I recommend taking a look at this article if you haven't yet. It contains example implementations - https://www.servicenow.com/community/now-assist-articles/enable-mcp-and-a2a-for-your-agentic-workflo...

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