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Updated in 2026.15 You can embed Agent Copilot directly into your contact center interface. In this mode, Copilot runs inside the agent workspace, allowing agents to interact with AI assistance without leaving their primary contact center application. This option is useful if you want to provide a seamless in-app experience and reduce context switching for agents. All features remain available, including real-time guidance, transcript sharing, and support for both chat and voice use cases.

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How to Use

  1. Make sure you configured an Agent Copilot URL using the following pattern: https://${AgentCopilotBaseUrl}/?userId=${userId}&sessionId=${sessionId}&URLToken=${URLToken}. For the configuration details, refer to the Agent Copilot URL section.
  2. Pass this URL along with the handover to the human agent:
    • For native integrations, the embedded version is supported automatically.
    • For custom integrations, include the link in your handover configuration and embed it via iFrame:
  3. If you are using a voice use case, check the Transfer Node in your Flow and ensure the UUIValue is forwarded via SIP headers during the transfer to the human agent.

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Secure Access with JWT

You can secure access to Agent Copilot by passing a JWT in the URL. This approach ensures that only authenticated users can open the Agent Copilot workspace.
Where auth is the JWT used for authentication. In the Copilot section of the Endpoint settings, you can control how the JWT is verified with the Authentication and Accept Only JWT Requests. The following methods support JWT authentication:
  • Default (built-in) — Agent Copilot handles the JWT authentication between the contact center platform and Cognigy. Activate Accept Only JWT Requests in the Endpoint settings.
  • Token Secret — the contact center and Cognigy share a 256-bit JWT secret. Configure it by selecting or creating a connection in the Agent Copilot Authentication field. The contact center platform must sign the JWT with the shared secret before passing it in the URL.
  • Public Key — enter one or more PEM-encoded public keys into the Public Keys field. The JWT must be signed with the corresponding private key. Multiple keys are supported to allow for key rotation.
  • Key Store — provide a JWKS URL in the Key Store URL field. The Agent Copilot backend retrieves the public key from the key store using the kid claim in the JWT header.
The contact center integration must proceed as follows:
  1. Creates values for userId and sessionId.
  2. Uses URLToken from the respective Cognigy Endpoint.
  3. Reads the signing key from an internal storage.
  4. Signs a JWT with a payload containing the userId and sessionId.
The Agent Copilot backend proceeds as follows:
  1. Checks if the auth parameter is passed in the URL.
  2. If auth is passed, the value is treated as a JWT and the Agent Copilot backend verifies the JWT signature using the configured authentication method.
  3. During verification, Agent Copilot decodes the payload of the JWT to retrieve the userId and sessionId parameters, and reads URLToken from the URL query string.
For more information about JWTs, read the JWT documentation.

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More Information

Last modified on July 22, 2026