Genesys Cloud AI voice agents with a Cartesia voice
Genesys Cloud's TTS Connector speaks with a Cartesia voice, and a call can pass between Genesys and a Cartesia agent by phone number.
What a Genesys AI voice agent can do
What teams build when they put Cartesia and Genesys together.
A Cartesia voice in your flows
The TTS Connector sends text to Cartesia and plays the audio back in your Genesys flows. It needs a paid Cartesia plan.
Telephony-ready audio
The documented connector configuration asks for raw pcm_s16le audio at 8000 Hz. Cartesia's guide says to change it if the audio sounds garbled.
Hand off to a voice agent
A Genesys flow can transfer a call to a Cartesia agent's number, and the agent can transfer it back to a Genesys number.
Set it up
A documented guide in Cartesia's docs that you run yourself in Genesys Cloud. The agent hand-off is a plain phone transfer, not a native link. Vendor details read in October 2026.
Install the Genesys TTS Connector
In Genesys Cloud, go to Menu, IT and Integrations, Integrations, and install the Genesys TTS Connector if it is not there.
Enter the Cartesia properties
Set the synthesize and list-voices URIs and the attribute names from the table in Cartesia's guide.
Paste the advanced JSON
It selects the voice, model and 8 kHz output format.
Add credentials
Add the
X-Api-KeyandCartesia-Versionfields as user-defined credentials.
Before you build
Transfers carry no context
Cartesia transfers are cold. If the receiving queue needs context, write it to your system of record with a webhook tool before the transfer.
Two things, not one
The TTS Connector gives Genesys a Cartesia voice. A voice agent is a separate product that answers calls. You can use either or both.
Use cases for teams on Genesys
More integrations
Enterprise-grade security
HIPAA compliant
SOC 2 Type 2
GDPR
Genesys AI voice agent FAQs
Does Genesys Cloud have an AI voice agent?
Yes. Genesys Cloud Virtual Agent automates voice and digital interactions inside Genesys Cloud. Cartesia fits in two separate ways. The Genesys TTS Connector can speak with a Cartesia voice, and a phone transfer can hand calls to a Cartesia voice agent and back. Neither is a native Genesys integration for Cartesia agents.
Can I use a Cartesia voice in Genesys Cloud?
Yes, through the Genesys TTS Connector. Install it under Integrations, enter the synthesize and list-voices URIs from Cartesia's guide, paste the advanced JSON, and add X-Api-Key and Cartesia-Version as credentials. You run the setup yourself, then click Save & Activate.
Can I use my own AI agent with Genesys Cloud?
Yes, through a phone transfer. Your Genesys flow transfers the call to the agent's Twilio or SIP trunk number, and the agent transfers back to a Genesys number when the caller needs a person. A Cartesia agent calls webhook tools you define in your own systems and uses the voice and model you choose.
Does the TTS Connector need a paid Cartesia plan?
Yes. Cartesia's guide lists a paid plan and an API key as prerequisites. The voice agent is a separate product, so you can use the connector, an agent, or both.
Why does the Cartesia voice sound garbled in Genesys?
Cartesia's guide says to change output_format under Configuration, Advanced, to match your telephony setup. Its advanced JSON starts with raw pcm_s16le at 8000 Hz. Before production, also change sonic-latest to a dated model snapshot.
How much does a Cartesia agent cost behind Genesys?
Agents run at $0.03/min, plus LLM usage and telephony. Twilio or your SIP carrier bills the agent's number.
Get started today
Talk to an expert.
Connect with a member of our team and learn how Cartesia can help you build world-class voice experiences.
Start building.
Access our models via API and bring a voice agent into production in minutes.