# Genesys Cloud CX and Deepgram Voice Agent

The Deepgram [Voice Agent API](/guides/home-docs-voice-agent) integrates with Genesys Cloud CX through the Genesys Audio Connector, establishing a bidirectional WebSocket connection for real-time voice input and output.

The Voice Agent API bundles speech-to-text, LLM reasoning, and text-to-speech into a single pipeline, delivering approximately 425 ms round-trip latency.

***

## How it works

1. A caller enters your Genesys call flow
2. Genesys connects to your Voice Agent through a WebSocket
3. Audio streams to Deepgram (STT, LLM, TTS)
4. The agent responds with synthesized voice
5. The caller can interrupt naturally with barge-in support

***

## Before you begin

You will need:

- A Deepgram API key with Voice Agent enabled
- A Genesys Cloud CX account with Audio Connector access
- A public server endpoint connected to Deepgram

:::callout{intent="info"}
Before you can use Deepgram, you'll need to [create a Deepgram account](https://console.deepgram.com/signup?jump=keys). Signup is free and includes **$200** in free credit and access to all of Deepgram's features!
:::

***

## Step 1: Create an Audio Connector in Genesys

1. Go to **Admin > Integrations**
2. Add **Audio Connector**
3. Name the integration (for example, `Deepgram Voice Agent`)
4. Set **Connection URI** to `wss://integrations.deepgram.com/genesys/ac`
5. Add your Deepgram API key under **Credentials**
6. Activate the integration

***

## Step 2: Add the connector to your Architect flow

1. Open **Architect** in Genesys Cloud
2. Open or create an **Inbound Call Flow**
3. Add a **Call Audio Connector** action
4. Select the integration you created in Step 1

This action hands the call to the Deepgram Voice Agent.

***

## Step 3: Configure your AI agent

In the Audio Connector's **Session Variables**, add a variable:

- **Name:** `config`
- **Value:** a JSON string containing your agent configuration

:::callout{intent="info"}
For optimal audio quality, include the following in your agent configuration:
:::

```json
"audio": {
  "input": {
    "encoding": "mulaw",
    "sample_rate": 8000
  },
  "output": {
    "encoding": "mulaw",
    "sample_rate": 8000,
    "container": "none"
  }
}
```

:::callout{intent="info"}
To allow the Voice Agent to end the call, add an `end_conversation` function to the agent configuration. The function's properties are sent back to Genesys and can be mapped as session output variables.
:::

### Example end conversation function

```json
{
  "name": "end_conversation",
  "description": "Call this function when the user says goodbye or the conversation ends.",
  "parameters": {
    "type": "object",
    "properties": {
      "needs_escalation": {
        "type": "boolean",
        "description": "Set to true if the user requests a human or manager."
      }
    }
  }
}
```

***

## Step 4: Set up middleware server (self-hosted only)

If you use a self-hosted setup, deploy a middleware server to connect Genesys with the Deepgram Voice Agent. Contact your Deepgram account executive for access and setup instructions.

***

## Customization options

You can adjust your agent's behavior using these configuration fields:

| Setting               | Field                  |
| --------------------- | ---------------------- |
| Personality           | `think.prompt`         |
| Voice                 | `speak.provider.model` |
| Greeting              | `greeting`             |
| Knowledge / abilities | `think.functions`      |

***

## Additional resources

- [Deepgram Voice Agent documentation](/guides/home-docs-voice-agent)
- [Genesys and Deepgram STT integration](/guides/guides-docs-genesys-deepgram)

## Related pages

- [Twilio and Deepgram Voice Agent](./self-hosted-deployments-3-twilio-and-deepgram-voice-agent.md)
- [Amazon Connect and Deepgram Voice Agent](./self-hosted-deployments-3-amazon-connect-and-deepgram-voice-agent.md)
- [AudioCodes (LiveHub) and Deepgram Voice Agent API](./self-hosted-deployments-3-integrate-deepgram-voice-agent-with-audiocodes.md)

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