Configure Genesys Cloud Copilot

AI-generated summary

Genesys Cloud Copilot is a configurable AI assistant that enables organizations to customize response characteristics, manage AI agent availability, and maintain comprehensive audit trails of all configuration modifications. The platform is accessed through Menu > Orchestration > AI Studio > Genesys Cloud Copilot Configuration and provides three primary functional tabs. The Configuration tab allows customization of verbosity and tone settings to align with organizational requirements. Verbosity options range from Low (minimal details with fewest tokens) through Medium (balanced detail and token consumption, recommended by Genesys) to High (maximum details with higher token consumption). Tone options include Friendly (conversational style), Direct (prioritizes conciseness), and Professional (business-ready responses). Token consumption varies based on these settings but does not incur additional charges. The AI Agents tab displays all available AI agents with toggle functionality to enable or disable specific agents according to organizational needs. Users can search for particular agents and review updates to existing or new AI agents. A warning icon indicates configuration issues such as missing dependencies, and certain agents cannot be disabled due to system requirements. Configuration changes are saved through the Save Changes button. The Audit Log tab provides comprehensive documentation of all configuration changes made by any user within the organization, recording which entity was affected, the entity type (AI agent or configurations), and the specific modification performed. The platform supports four primary change types: add, enable, edit, and disable. Users can filter audit records by specific users through dropdown menus or define custom time frames using start and end date fields to identify who made changes and when they occurred. This change tracking and filtering capability enables organizations to monitor system modifications across multiple parameters and maintain governance over Genesys Cloud Copilot settings over time.

Genesys Cloud Copilot allows you to customize your experience and set the tone and level of detail in responses. You can also choose which AI agents your organization can use, view Genesys updates to AI agents, and monitor any changes that happen to Genesys Cloud Copilot configuration within your organization.

To configure Genesys Cloud Copilot, click Menu > Orchestration > AI Studio > Genesys Cloud Copilot Configuration.

Configuration

On the configuration tab, you can set the verbosity and tone of Genesys Cloud Copilot.

Note: The tone and verbosity of Genesys Cloud Copilot can affect the number of tokens it consumes. This does not result in extra charges. For more information, see .

Under Verbosity, choose between the following options:

Low: This option provides the fewest details and consumes the fewest tokens.
Medium: This option provides a balance between the amount of detail and token consumption. Genesys recommends this option.
High: This option provides the most details possible, and consumes more tokens than other options.

Under Tone, choose between the following options:

Friendly: This option provides a conversational tone.
Direct: This option prompts Genesys Cloud Copilot to prioritize conciseness over maintaining a specific tone.
Professional: This option provides business-ready responses.

When you have finished, click Save Changes.

AI agents

On the AI agents tab, you can view the AI agents available for Genesys Cloud Copilot, and toggle them on and off.

To search for a specific AI agent, type in the Search field, then press Enter.

To view a list of changes to existing AI agents and any new AI agents, click View AI Agent Updates.

To toggle an AI agent on and off, click Toggle next to its name.

Note: Some AI agents cannot be disabled.

If there is an issue with an AI agent, such as a missing dependency, a Warning appears next to its name. To see what the issue is, hover over the icon.

When you have finished, click Save Changes.

Audit log

On the Audit Log tab, you can see a list of all the changes that anyone makes to the configuration of Genesys Cloud Copilot in your organization. The table specifies the following information for each change:

Which entity the change affects?
What is the entity? Options include AI agent and configurations.
What happened to the entity? Options include add, enable, edit, and disable.
Who made the change?
When did the change happen?

To filter the changes by user, click the arrow next to User, and select from the list.

To see changes only from a specific time frame, specify a start and end date in the Start and End fields.

[NEXT] Was this article helpful?

Get user feedback about articles.