Who can use this feature?
Plan: Call Center AI
Managed from: Admin Portal
User type: Admin
Summary:
- Direct server-side integration that sends Genesys Cloud call events to Krisp
- Replaces Krisp Bridge: disable Bridge for the team before connecting
- Genesys Cloud side: OAuth client with the Client Credentials grant type
- Krisp side: Integrations >>> Call source >>> Connect team
- One call source per team, Client Secret visible only once.
The Genesys Cloud integration lets Krisp receive call events directly from your Genesys Cloud organization, without relying on the Krisp Bridge browser extension. You set it up once per team: create an OAuth client in Genesys Cloud, then add its credentials to the Krisp Admin Portal.
The Genesys Cloud integration is currently in Beta.
Before you begin
Make sure you have:
- Admin access to the Krisp Admin Portal
- An admin account in Genesys Cloud with permission to create OAuth clients
- Krisp Bridge disabled for the team you want to connect.
Important
Krisp receives call events from one source per team. The Genesys Cloud integration replaces Krisp Bridge, so the integration won't work while Bridge is still active for the team. If the team already has a call source connected, disconnect it before connecting Genesys Cloud.
Step 1: Create an OAuth client in Genesys Cloud
For full details on OAuth clients, see the Genesys Cloud guide: Create an OAuth client.
- Sign in to Genesys Cloud as an admin and go to IT and Integrations >>> OAuth.
-
Click Add Client.
- Enter an App Name, for example "Krisp". Adding a Description is optional.
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Under Grant Types, select Client Credentials.
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On the Roles tab, assign a role that can read conversations and analytics, then click Next.
- On the Allowed IP addresses tab, leave the field empty and click Next.
- On the Additional details tab, keep the default Token Duration of 86400 seconds (24 hours).
- Save the client.
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Copy the Client ID and Client Secret that Genesys Cloud generates.
Important
Genesys Cloud shows the Client Secret only once. Copy it before leaving the page. If you lose it, use Generate new secret on the client and enter the new value in Krisp.
Step 2: Connect Genesys Cloud in the Krisp Admin Portal
- In the Krisp Admin Portal, go to Integrations >>> Call source.
- Find the team you want to connect. Use Search for teams if you manage several teams.
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On the Genesys Cloud card, click Connect team.
- Paste the Client ID and Client Secret you copied from Genesys Cloud.
- From the Region dropdown, select the region of your Genesys Cloud organization.
- From the Team dropdown, select the Krisp team to connect.
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Click Connect.
Choosing the right region
The region must match the domain of your Genesys Cloud organization. You can find it in the address bar when you're signed in to Genesys Cloud, for example apps.mypurecloud.com means Americas (US East).
| Region | Genesys Cloud domain |
|---|---|
| Americas (US East, Virginia) | mypurecloud.com |
| Americas (US West, Oregon) | usw2.pure.cloud |
| Americas (Canada) | cac1.pure.cloud |
| Americas (Sao Paulo) | sae1.pure.cloud |
| EMEA (Ireland) | mypurecloud.ie |
| EMEA (Frankfurt) | mypurecloud.de |
| EMEA (London) | euw2.pure.cloud |
| Asia Pacific (Sydney) | mypurecloud.com.au |
| Asia Pacific (Tokyo) | mypurecloud.jp |
| Asia Pacific (Seoul) | apne2.pure.cloud |
If your region isn't listed, select Other (enter manually) and enter your Genesys Cloud domain.
After connecting
Once connected, Krisp receives call events for the team directly from Genesys Cloud.