Configure Agent Copilot email summaries

AI-generated summary

Genesys Cloud Agent Copilot provides on-demand email interaction summaries that enable agents to quickly understand customer context and unresolved questions without reviewing entire conversation histories. This capability supports complex scenarios including long multi-agent conversations, reopened cases, reassignments, escalations, and merged threads, with summaries displayed directly in the Agent Copilot panel. configurations are established through Orchestration > AI Studio > Summaries and require selection of interaction type (Email), language, and conciseness level. Two formatting options are available: concise summaries that present shorter, critical details with faster generation, and detailed summaries that provide longer, more contextual information. For interactions exceeding 1, concise summaries contain no more than two-thirds the character count of detailed summaries. Output formats include single text blocks presented as plain paragraphs, with summaries typically containing short paragraphs or up to four bullet points describing reason for contact, resolution, and action items based on configuration settings. Implementation requires appropriate Genesys Cloud CX licensing (CX 1 through CX 4 with applicable add-ons), Agent Copilot admin role, AI Studio permissions, organizational Agent Copilot enablement, email channel activation for Agent Copilot, and Agent Copilot Agent role assignment for end users. Multi-language support requires separate configurations per language with designated default language selection, with email summaries supporting all tier 1 languages and Italian. Administrators can configure multiple formatting and content options, including bullet points, grouped text blocks, and grouped bullet points to organize summaries. PII avoidance settings can be toggled, labels for internal and external participants can be specified, and predefined insights such as reason for contact, resolution, and action items can be selected for default inclusion. Custom labels can be created up to a maximum of 10 per configuration, with each label requiring a name and description to guide extraction of specific information from emails. Labels can be enabled or disabled per queue and deleted as needed. When interactions transfer between agents, the receiving agent can generate summaries regardless of the previous agent's licensing status, though viewing requires the Agent Copilot Agent role. A testing feature generates preview summaries from email transcripts pasted into the configuration interface, with transcripts requiring clear EXTERNAL and INTERNAL message designation. Once saved, configurations are assigned to new or existing Agent Copilot instances, enabling agents to access summaries when the configured Agent Copilot is assigned to their queue. Configuration changes apply only to summaries generated after saving and do not retroactively regenerate existing summaries

Feature coming soon

PrerequisitesClick to expand

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 admin role
AI Studio permissions
Agent Copilot is enabled for the organization
The email channel is enabled for Agent Copilot
Agents who use this feature have the Agent Copilot Agent role

Genesys Agent Copilot can summarize email interactions on demand. Agents can generate summaries for long, multi-agent email conversations, reopened cases, reassignments, escalations, and merged threads. The summaries appear directly in the Agent Copilot panel, which allows agents to understand customer context and unresolved questions without reading through entire histories.

Summaries include a short paragraph or up to four bullet points that describe, based on your configuration, the reason for contact, the resolution, and action items for the interaction.

Notes:

When an interaction is transferred between agents, the new agent can generate a summary even if the previous agent does not have an Agent Copilot license. If the new agent does not have an Agent Copilot license, they cannot view or generate a summary, even if the previous agent has a license and generates a summary.
If your Agent Copilot supports multiple languages, you must set up a summary configuration for each language separately.

To create a summary configuration that controls what agents see when they generate an email summary, perform the following steps.

Go to Orchestration > AI Studio > Summaries.
Click + Create configuration.
To edit an existing summary configuration, click its name in the table.
To delete an existing summary configuration, next to its name in the table, click Options and click Delete.
Under Configuration name, add a meaningful name for the summary configuration. If you duplicate an existing configuration, click the default name and enter a new one.
Under Interaction type, select Email. Click Create.
From the Language list, select a language for the summary configuration.
To configure supported languages, attach a separate summary configuration for each language and a default language. Agent Copilot recognizes the conversation language and selects the matching summary configuration.
Note: Email summaries support all tier 1 languages and Italian. For more information, see Genesys Cloud supported languages.
Choose between Concise and Detailed conciseness.
A concise summary is shorter, with only the most critical details necessary to understand what happens in the interaction. A detailed summary is longer; it includes more context and depth from the interaction. A concise summary is always fewer total characters than a detailed summary. For example, for an interaction longer than 1,000 characters, a concise summary is no more than two thirds the character count of a detailed summary. Concise summaries take less time to generate than detailed ones.
Choose a format for the summaries.
- A single block of text: a block of plain text as a single paragraph, with no formatting. This is the default option.
- Bullet points: a list of bullet points.
- Grouped blocks of text: the summary is broken up into multiple block of text, under headings.
- Grouped bullet points: the bullet points are broken up into multiple lists, under headings.
Toggle whether summaries must avoid PII (personally identifiable information).
Note: This setting does not guarantee PII compliance.
Specify labels for internal and external participants of the interaction.
Select which predefined insights Agent Copilot must include in the summary by default.
- Reason for contact: why the customer sent the email.
- Resolution: what the agent does to help the customer.
- Action items: further actions the agent or someone from the organization must take.
To add custom labels, click Add label.
You can define the labels Agent Copilot applies to the summaries. For each label, you must enter a name and a description that tells Agent Copilot what to extract from the emails. You can define up to 10 labels for each summary configuration. You can enable or disable labels per queue. To delete a label, click Delete .
Label: Account ID; Description: A unique identifier associated with the customer account
Label: Product Line; Description: The specific product or service the customer is contacting about
To test your configuration, paste a transcript in the text box under Transcript on the right side of the screen, then click Generate preview.
You can copy an email transcript from the Genesys Cloud email editor. Paste the entire thread under the interaction, and make sure that each message is clearly marked as EXTERNAL (customer) or INTERNAL (agent).
Click Save on the upper right of the screen to save the summary configuration.

After you save your summary configuration, you can assign it to a new or existing Agent Copilot. Agents can use the summaries when an Agent Copilot to which you assign the summary configuration to is assigned to a queue. For more information, see Configure Genesys Agent Copilot settings.

The changes you make to a summary configuration apply to summaries that Agent Copilot generates after you save the summary configuration. Agent Copilot does not automatically regenerate existing summaries with the new settings.

[NEXT] Was this article helpful?

Get user feedback about articles.