Work with Agent Copilot email refinement

AI-generated summary

Genesys Cloud offers an Agent Copilot email refinement feature that enables agents to improve draft emails on demand through three refinement options: Improve Writing (corrects grammar, spelling, punctuation, and sentence flow), Simplify Writing (enhances clarity and conciseness), and Adjust Tone (modifies mood to Casual, Professional, or Empathetic). The refined draft displays side-by-side with the original for easy comparison, and users can regenerate each refinement action once and provide feedback via thumbs up or down ratings. The feature requires specific licensing tiers (CX 1 through CX 4 with various add-ons for agents; CX 1 WEM Add-on II or higher for supervisors) and the Agent Copilot Agent role. Key limitations include: refinement applies to entire drafts only (not specific sections), with signatures and legal disclaimers preserved; users can refine the same draft twice per action type and up to 100 times daily; drafts must be 50-4, (25-4,000 for Japanese/Korean); single-language content only; and refinement supports Tier 1 languages plus Italian. If no changes are needed, the system displays a confirmation message. The interface includes navigation controls (Previous/Next buttons) to switch between refined draft versions and an Accept button to transfer the selected draft into the email editor. The system incorporates a feedback mechanism allowing users to rate article helpfulness and specify feedback reasons across categories including accuracy, content currency, clarity, and user interface quality. Users can self-identify their role (Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support, or Other) when submitting feedback, with an email field and privacy policy acknowledgment included in the feedback submission process. Users can modify feedback selections, with new entries replacing previous submissions. Community support resources are available for users with additional questions

Feature coming soon

PrerequisitesClick to expand

For agents:

Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4 license
Agent Copilot Agent role

For supervisors:

Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 4, or Genesys Cloud EX license
Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I license

Genesys Agent Copilot can refine your email draft on demand. You can use Agent Copilot to improve or simplify your writing, or to change the tone of your email. The refined draft appears side-by-side with your original draft to allow you to compare easily.

To refine your draft, click Refine. In the menu, select from the following options.

Select Improve writing to fix grammar, spelling, and punctuation in your draft, and to improve sentence flow. Use this when you think your spelling or grammar may not be correct.
Select Simplify writing to make your draft more clear and concise. This includes simplifying grammar and vocabulary. Use this when you think your message is long, repetitive, or difficult to follow.
Select Adjust tone to change the mood of your draft. Select from Casual, Professional, or Empathetic. Use this when you think the tone of your message does not fit the situation.

Your original draft and the refined draft appear side-by-side in the AI Refinement window. If Agent Copilot thinks your draft requires no changes, instead of a refined draft, it displays the message No changes were needed. Your message already looks good.

Notes:

Agent Copilot refines the entire draft, you cannot refine only specific parts. It does not alter signatures, personal or contact details, legal disclaimers, or quoted customer emails.
You can only refine the same draft twice per refinement action. You can create an initial refinement and regenerate it once each for improve, simplify, and adjust tone. If you edit the draft, the refinement limits reset. Refreshing the page or reloading Genesys Cloud does not reset the refinement limits.
You can refine drafts up to 100 times per day.
The draft must be between 50 to 4,000 characters in length, or 25 to 4,000 characters for drafts in Japanese and Korean.
You can only refine messages that are in a single language.
You can only refine drafts in the language set as the default language of the Agent Copilot you use. Email refinement supports all Tier 1 languages and Italian. For more information, see Genesys Cloud supported languages.

To further refine the draft, click Regenerate. You can only do this once for each refinement action, afterwards, the button is greyed out.

To give feedback to Agent Copilot on the quality of the refinement, click Thumbs up or Thumbs down . You can change your selection at any time while the refinement is visible. If you change your selection, the new feedback replaces the previous one.

To switch between refined drafts, click Previous or Next left and right of the version counter.

To copy the refined draft into the email editor, click Accept.

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