Work with Agent Copilot email summaries

AI-generated summary

Genesys Cloud provides an Agent Copilot feature that generates on-demand AI-powered summaries of email interactions, supporting long multi-agent conversations, reopened cases, reassignments, escalations, and merged threads with summaries displayed directly in the Agent Copilot panel. Access to this capability requires specific licensing tiers (CX 1 through CX 4 or EX) and role-based permissions including Speech and Text Analytics > AI > View, Conversation > Email > Add, and related feedback and engagement permissions, with agents and supervisors having different access levels; supervisors can view previously generated summaries in the Analytics Workspace AI Insights tab but cannot generate or edit them. Summaries include keyword labels and formatted content describing contact reasons, resolutions, and action items, with specific display format and label inclusion determined by organizational settings. Users can regenerate summaries to reflect current interaction state, particularly after new customer emails arrive or agent replies are sent, copy summaries for reference, provide quality feedback via thumbs up or down ratings, and access previously generated summaries when interactions are transferred between agents. However, summaries cannot be edited or have their associated labels modified, and the feature displays error messages when insufficient content exists or summarization fails. Key technical limitations include that Agent Copilot does not summarize attachments (PDFs, images), non-text content such as graphics, embedded images, signatures, and HTML formatting are excluded, and summaries are generated in the conversation's configured language without translation capabilities; multi-language emails are summarized using the dominant configured language. Email summaries follow the same retention policy as associated recordings and transcripts, with summaries deleted if transcripts are removed, and if emails are deleted or unavailable due to retention policies, summaries reflect only remaining available information. Licensing restrictions apply such that agents without Agent Copilot licenses cannot view or generate summaries even if transferred from licensed agents, though licensed agents can generate summaries for unlicensed recipients upon transfer

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
Speech and Text Analytics > AI Summary > View permission
Conversation > Email Summary > Add permission to add email summaries
Conversation > Summary Feedback > Edit permission to add feedback for email summaries
Conversation > Summary Engagement > Edit permission to add engagement for email summaries
Assistants > Queue > View permission to view Agent Copilot queues
Assistants > Queue User Assignment > View permission to view user Agent Copilot assignments

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
Speech and Text Analytics Upgrade Add On
Speech and Text Analytics > AI Summary > View permission
Conversation > Summary > View permission
Conversation > Email Summary > Add permission to add email summaries
Conversation > Summary Feedback > Edit permission to add feedback for email summaries
Conversation > Summary Engagement > Edit permission to add engagement for email summaries
Assistants > Queue > View permission to view Agent Copilot queues
Assistants > Queue User Assignment > View permission to view user Agent Copilot assignments

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

Contact center supervisors can view on-demand email summaries for closed interactions on the AI Insights tab in the Analytics Workspace. On-demand email summaries do not require AI Insights to be enabled for a program. Supervisors can view previously generated summaries, but cannot generate, edit, delete, or regenerate them. Email summaries follow the same retention policy as the associated recording and transcript. If the transcript is deleted, the email summary is also deleted. For more information, see Work with a digital transcript.

Notes:

Agent Copilot does not summarize attachments, such as PDFs or images. Do review attachments separately.
Agent Copilot generates summaries in the language that is configured for the conversation. It does not translate emails that are written in other languages. If the email is in a language that is not configured for the conversation, the summary may be inaccurate or unavailable.
If the conversation contains emails in multiple languages, the summary uses the dominant configured language. Agent Copilot does not translate or summarize each language separately.
Summaries ignore non-text content, such as graphics, embedded images, signatures, and HTML formatting.
If emails in the interaction are deleted or are no longer available due to retention policies, the summary only covers the information that is still available. Agent Copilot does not reconstruct missing content.
You cannot edit the summary. You can only regenerate it.
You cannot edit or delete the labels associated with the summary.

To display a summary, click Generate summary. The summary includes relevant keyword labels and a short paragraph or up to four bullet points that can describe the reason for contact, the resolution, and action items for the interaction. Which parts the summary includes, in what format, and whether it includes labels depends on your organization’s settings. In some cases, Agent Copilot cannot generate a summary. In such a case, you receive one of the following error messages instead of a summary.

There is not enough information to generate a summary. Please review the email directly.: This means that there is not enough content; the transcript is too short.
Summary could not be generated. Please try again.: This means that summarization failed.

To refresh the summary, click Regenerate summary. Refreshing the summary helps you to make sure that it reflects the current state of the interaction. We recommend you regenerate the summary in the following cases. You can only regenerate the existing summary in these cases.

After a new customer email arrives.
After you send a reply.

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

To copy the summary, click Copy .

When you transfer an interaction, or someone transfers an interaction to you, if there is a summary generated for the interaction before the transfer, it also appears to the new agent after the transfer.

Note: When you transfer an interaction to another agent, the new agent can generate a summary even if you do not have an Agent Copilot license. If an agent who has an Agent Copilot license transfers an interaction to you and you do not have a license, you cannot view or generate a summary, even if the previous agent has a license and generates a summary.

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