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The Agent Copilot configuration refers to the size and position of widgets in your grid. The Agent Copilot workspace can be customized to display various types of content, including HTML, adaptive cards, or iframes. This customization enables human agents to quickly access important data, such as user profiles or ticket information related to the user’s issue, without needing to spend additional time searching the knowledge database. Agent Copilot comes with a default, pre-configured grid, which you can modify by using the Copilot: Set Grid Node. Alternatively, the Agent Copilot configuration can be created, modified, and deleted using the Agent Copilot API and can serve as a template if selected from the Agent Copilot Config within the Endpoint settings.

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Agent Copilot Flow and Nodes

Agent Copilot should have its own Flow, separate from the main Flow where the Handover to Agent Node is used. Only Agent Copilot Nodes must be added to the Agent Copilot Flow. Basic Nodes, such as Say, Code, or Question Nodes, aren’t supported and won’t be rendered in the Agent Copilot workspace.

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Agent Copilot Grid

The Agent Copilot workspace is based on a fully customizable grid layout, where widgets can be added to display different information. The grid gives you the possibility to configure the number of columns, rows, as well as the gaps between them. You can edit the grid in the following ways:

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(Optional) Create Custom Grids via the API

If you want to create a new Agent Copilot Config template instead of using the default one, you can do so in the API.

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Create API Keys

  1. On the Main page of the Cognigy.AI interface, click User Menu user-menu > My Profile in the upper-right corner.
  2. In the API Keys section, click +.
  3. Add an API key name and click Confirm. The API key will appear in the list.
  4. Copy this API Key and go to the AUTHENTICATION section on the Cognigy OpenApi site.
  5. Paste the API Key to the following fields:
    • API Key (X-API-Key)
    • API Key (api_key)
  6. Click Set near both fields.
  7. Go to your Project in Cognigy.AI.
  8. Copy the Project ID from your URL, for example, https://app.cognigy.ai/agent/642c6a2cb45919dfae7b4428/, where the Project ID is 642c6a2cb45919dfae7b4428.
  9. Go to the Post request.
  10. Add the Project ID you copied earlier to the projectId field in the JSON body of the request.
  11. Check your connection by clicking Try.
When the request is created, you will see the response code 201.

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Create Custom Grids using the API Post Request

To create your custom Agent Copilot Config Grid with the API, follow these steps:
  1. Go to the Post request.
  2. Define the grid size in the config.grid object of the configuration by specifying the number of rows and columns.
  3. Choose the placement of your tiles by adding the starting position and size of each tile in your grid.
  4. Add the Project ID you copied earlier to ensure that the Config is mapped to the right Project. 
    {
   "name": "Agent Copilot Config sample",
   "description": "A sample configuration for Agent Copilot showcasing the layout of tiles",
   "config": {
      "grid": {
         "columns": 3,
         "rows": 8,
         "gap": 10
      },
      "tiles": {
         "identity-assist": {
            "x": 1,
            "y": 1,
            "rows": 4,
            "columns": 1
         },
         "transcript-assist": {
            "x": 2,
            "y": 1,
            "rows": 2,
            "columns": 2
         },
         "next-action": {
            "x": 2,
            "y": 3,
            "rows": 2,
            "columns": 2
         },
         "knowledge-assist": {
            "x": 2,
            "y": 5,
            "rows": 4,
            "columns": 2
         },
         "event-assist": {
            "x": 1,
            "y": 5,
            "rows": 4,
            "columns": 1
         }
      }
   },
   "projectId": "your-project-id"
}
  5. Create the request by clicking Try.
When the request is created, you will see the response code 201.

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Tile ID

Each tile must have a name, for example, map, profile, or history, that works as a unique identifier. This exact tile ID is needed for the Agent Copilot Node configuration, to ensure the content is displayed in the right Widget. If Agent Copilot receives updates for a Tile ID not present in the Agent Copilot configuration, the tile will not be rendered. In such cases, a warning indicator will be displayed in the lower-right corner of the workspace, indicating that an “unknown tile update” has been received.

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URL

If you are using Agent Copilot as a standalone application, the Agent Copilot URL follows the pattern: https://${AICopilotBaseUrl}/?userId=${userId}&sessionId=${sessionId}&URLToken=${URLToken} Where:
  • AICopilotBaseUrl — the base URL of Agent Copilot. It represents the main web address where the Agent Copilot service is hosted.
  • sessionId — the Cognigy session ID. A session is a period of interaction or communication between the human agent and the Agent Copilot workspace.
  • userId — the Cognigy user ID. It helps Agent Copilot associate the interaction with a specific user, allowing for tracking user-specific information.
  • URLToken — the Endpoint token on the Cognigy side. To find this token, navigate to the Endpoint linked with Agent 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 Agent Copilot system through this URL.
For example: https://agent-copilot-trial.cognigy.ai/?sessionId=session-17738489-e767-4d47-b669-cb0dd2e899e0&userId=52476cc5-710c-40db-8108-e99109f45d91&URLToken=a4d5c86c98f27730311591f28d194510e05ffed30ca148e3344970defd418e7d If you are utilizing the embedded Agent Copilot workspace, you can also use this URL to investigate the workspace before deploying it to production.

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Transcript Tile

The Transcript Tile in the Agent Copilot workspace acts as a chat interface for human agents. It allows them to seamlessly read messages from end users and respond without having to switch back to the main chat interface. To activate the Transcript Tile feature for the Agent Copilot workspace, go to the Endpoint Settings editor and then to the Copilot section. This Tile is recommended only for contact centers that use a standalone Agent Copilot workspace, such as the one provided by Genesys. The Transcript Tile feature is intended specifically for chat use cases. For voice-related scenarios, use the Copilot: Transcript Tile Node.
SettingDescription
Enable Transcript Tile with ID ‘transcript’ in the Agent Copilot workspaceIf the option is enabled, you can view the session messages on the Transcript Tile. To display this tile, you must include the transcript tile ID it in your Agent Copilot Config via API.
Enable the chat input for the Transcript Tile to enable the agent to send messages to the customerIf the option is enabled, the human agent can send messages to the end user from the Transcript Tile.
Enable redaction of Transcript Tile messagesIf the option is enabled, a credit card number in the messages of the Transcript Tile will be masked and replaced with the placeholder CREDIT_CARD_NUMBER.

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More Information

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