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Agent Copilot Embedding

Agent Copilot is supported by all handover providers.

For example, to embed the workspace into Genesys, create a script in Genesys and add an iFrame to it. For other handover providers, additional configuration may be required.

To display the Agent Copilot workspace, add a value in the respective field:

  • For Chat Use Cases — add the AI Copilot Embedding URL value, which can be found in the Endpoint under the Copilot section.
  • For Voice Use Cases — add the UUIValue value, which will be generated and forwarded via SIP headers during the transfer to the human agent.

Embedding with JWT

You can embed AI Copilot into your contact center more securely using JWT authentication. To authenticate the AI Copilot session, pass a JWT in the URL:

https://{agent-assist-frontend-url}/?URLtoken={URLtoken}&auth={JWT}

Where:

  • URLToken — the Endpoint token on the Cognigy side. To find this token, navigate to the Endpoint linked with AI Copilot. In the Config URL field, copy the token found after https://endpoint-trial.cognigy.ai. For example, in the URL https://endpoint-trial.cognigy.ai/f38791ae20d4961acf0e97d9f377c4fe3df92894e1eff1c7a774a8ed089a4590, the token would be f38791ae20d4961acf0e97d9f377c4fe3df92894e1eff1c7a774a8ed089a4590. Note that only authorized users can access or interact with the AI Copilot system through this URL.
  • userId — the Cognigy user ID. It helps AI Copilot associate the interaction with a specific user, allowing for tracking of user-specific information.
  • sessionId — the Cognigy session ID. A session is a period of interaction or communication between the human agent and the AI Copilot workspace.

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