AI-generated summary
Genesys Cloud requires specific licensing and permissions configuration to enable Agent Copilot functionality. Organizations must hold one of several CX license tiers (CX 1 through CX 4, with optional Digital or WEM add-ons) and have purchased Genesys AI Experience tokens to access Agent Copilot capabilities.
Permission management is critical for proper operation. Administrators must assign appropriate role-based permissions to enable Agent Copilot features, with particular attention required when Agent Assist is also in use. Specifically, if agents utilize Agent Assist, administrators must remove the Assistant > All permissions (which includes Assistant > Copilot > View) and instead assign Assistant > Assistant > View and Assistant > Queue > View permissions to prevent display conflicts and ensure correct Copilot panel functionality. Administrators retain the ability to customize role permissions, which directly impacts feature availability, making it essential to verify that all assigned roles—whether default or customized—contain the necessary permissions for intended functions.
Genesys Cloud provides two distinct administrative roles for Agent Copilot: the Agent Copilot administrator role and the Agent Copilot agent role, each with specific permission sets tailored to their operational scope. The Agent Copilot administrator role grants comprehensive administrative access to Agent Copilot components and services, including permissions to manage Agent UI default panels, view and configure analytics across flow observation, queue observation, and aggregates, manage queue-user assignments for assistants, access conversation transcriptions, and administer speech and text analytics dictionary terms. Administrators can also view web deployments, manage dependency tracking in Architect, and access all permissions under AI Studio, analytics aggregates, assistants, conversation features, knowledge management, language understanding, responses, routing queues, and Scripter functionality.
The Agent Copilot agent role provides agents with necessary access and clearances for daily operations, including permissions to view default Agent UI panels, access AI Studio summaries, view and interact with assistants and queue assignments, and access conversation analytics. Agents can view and manage conversation suggestions, utterances, summaries with feedback capabilities, and agent checklists. The role includes permissions for knowledge management features such as viewing categories, contexts, documents, and knowledgebases, managing document feedback, copying document content, and accessing knowledge search functionality. Agents also have access to responses library, routing queues, and Scripter published scripts, with additional permissions for email summaries and draft refinement capabilities