Configure Genesys Agent Copilot rules

AI-generated summary

engine that automates agent assistance by triggering on conversation start, transfer, end, or detected intent to recommend relevant resources and actions. The system uses natural language understanding and intent detection to identify customer needs and suggest knowledge articles, canned responses, scripts, checklists, and third-party actions through Notifications API integration. Configuration supports multi-language deployment, queue setup, and role-based permissions for agents, administrators, developers, supervisors, and support personnel. Rules are created by selecting triggers—conversation starts, transfers, ends, or detected intent—with corresponding actions. The "Triggered by" setting restricts rule activation to either customer or agent interactions exclusively, enabling granular control over suggestion timing. Resource recommendations function through multiple action types: script suggestions are limited to scripts assigned to the agent's queue; knowledge articles and canned responses are accessed by keyword search and directly tied to rule triggers; checklists are associated with rule triggers to support workflows; and third-party actions enable Genesys Cloud to contact external systems via the Notifications API with prior integration setup. A configurable fallback rule searches the knowledge base or knowledge fabric when no defined rule matches. This fallback is disabled by default but automatically enables when a knowledge base or knowledge configuration is assigned. Knowledge article actions are unavailable when using knowledge configurations instead of knowledge bases. Administrators maintain rules through role-based permissions, and new intent definitions and third-party actions require saving the configuration through the Save Copilot function to apply changes.

Series: Create a Genesys Agent Copilot

Next suggested step: Configure queues for Genesys Agent Copilot

Rules engine tab

Set rules to enable the Agent Copilot that you want to activate when the determined trigger occurs in the conversation. Set a trigger and an action for every rule.

If you assign a knowledge base or knowledge configuration to the Agent Copilot, a fallback rule allows the Agent Copilot to search the knowledge base or the knowledge connected to Genesys through knowledge fabric in case no defined rule triggers exist. For more information, see About knowledge fabric. If no other rule applies, the Agent Copilot offers knowledge base articles to agents during their conversations with the customers. You can toggle the fallback rule off or on, specify whether the agent or the customer can trigger it, and modify the fallback rule to use third-party actions. Disabled by default, the fallback rule is automatically enabled if you assign a knowledge base or knowledge configuration for any language to the Agent Copilot. If you remove the knowledge base or knowledge configuration, the fallback rule is automatically turned off again.

To set up a rule:

From the Rules tab, click New rule.
Under When this happens, select one of the following triggers:
- Conversation starts
- Conversation transfers
- Conversation ends
- An Intent
  Note: Always save your Agent Copilot configuration when you have newly defined intents.
Under Display this to the agent, select one of the following Agent Copilot actions:
- Knowledge article: Genesys Cloud directly ties the selected knowledge article to the chosen rule trigger. To access the available knowledge articles, start to type a key word or phrase.
  Example: The selected rule trigger is Order Pizza, and the selected knowledge article is Pizza delivery. If the Agent Copilot detects the Order Pizza intent in the agent’s messages, it automatically suggests the Pizza delivery knowledge article to the agent.
  
  Note: The knowledge article action is not available if your Agent Copilot uses a knowledge configuration instead of a knowledge base.
- Canned response: Genesys Cloud directly ties the selected canned response to the chosen rule trigger. To access the available canned responses, start to type a key word or phrase.
  Example: The selected rule trigger is Coffee grinder, and the selected canned response is How to grind coffee. If the Agent Copilot detects the Coffee grinder intent in the agent’s messages, it automatically suggests the How to grind coffee canned response to the agent.
- Script: Search for the script and the script page you want to set. Genesys Cloud directly ties the selected script page to the chosen rule trigger. For more information, see About scripting.
  Note: Genesys Cloud can only suggest the default script for the assigned queue, but you can select a script page from any defined scripts. Script page suggestions only work for the script that is assigned to the queue.
- Checklist: Genesys Cloud ties the selected checklist to the chosen rule trigger. For more information, see Work with agent checklists.
- Third-party action: Genesys Cloud contacts a third-party outside Genesys Cloud via the Notifications API. For more information, see Genesys Agent Copilot third-party actions.
  Note: To use third-party actions, you must first integrate with the Notifications API.
Click Add Rule. The rule appears in the Rules engine list.
Optionally, to set a rule so that either only the customer or only the agent can trigger a specific rule, to the right of the rule, click Edit and set Triggered by to either Customer or Agent.
Example: The selected rule trigger is Coffee grinder, and the selected canned response is How to grind coffee. You set Triggered by in the rule’s settings to Customer only. If the Agent Copilot detects the Coffee grinder intent in the customer’s messages, it automatically suggests the How to grind coffee canned response to the agent.
Click Save Copilot.

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