Genesys Cloud Copilot scheduled callbacks supervisor AI agent

AI-generated summary

Genesys Cloud Copilot includes a scheduled callbacks supervisor AI agent that enables creation, modification, and cancellation of scheduled callbacks. The agent can create new callbacks by accepting a valid phone number and scheduled date/time, with optional customer information including name, notes, custom data fields, and caller ID details. It supports bulk creation of up to five callbacks when phone numbers are specified for each. The agent can assign callbacks to specific queues or routing based on provided routing data, reschedule existing callbacks, cancel callbacks, and update associated phone numbers. When required data is missing, the agent requests it; when data is invalid, it provides clear error messages. The agent requires conversation IDs to perform edit or cancel operations and cannot search or list callbacks by other attributes. Genesys Cloud Copilot respects user permission settings and displays only accessible data. All callback creation and modifications require user confirmation before execution. Sample use cases include scheduling callbacks for specific times and queues, adding notes to callbacks, rescheduling existing callbacks, and deleting scheduled callbacks.

The scheduled callbacks supervisor AI agent can create new callbacks based on data you provide, modify or cancel existing scheduled callbacks, and perform the following tasks.

Note: Provide the conversation ID associated with the callback for Cloud Copilot to perform edit or cancel operations. Cloud Copilot cannot search or list a callback based on other attributes.

Create a new callback by providing a valid phone number and a scheduled callback date and time. Cloud Copilot can also process optional customer information, such as customer name, notes, and caller ID information. You can bulk create up to five callbacks.
Note: To create callbacks in bulk, you must specify the phone numbers for each callback.
Assign the callback to a specific queue or routing based on provided routing data.
Reschedule or cancel an existing scheduled callback.
Update the phone number associated with a scheduled callback.

Genesys Cloud Copilot asks for missing but required data. If the provided data is invalid, Genesys Cloud Copilot provides clear messages.

Genesys Cloud Copilot only displays data the user’s permissions allow the user to access; it does not create a new callback or change existing callbacks without confirmation.

Sample promptsClick to expand

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