Copilot Section

Updated in 2026.21 The Copilot section in the Endpoint settings is used to configure the Agent Copilot workspace. The following Endpoints include the Copilot section:

Prerequisites

If you use Token Secret authentication, you need a 256-bit string secret for signing.

Limitations

Cognigy caches JWKS responses for up to 5 key store URLs at once. If an additional URL is used, the new URL replaces the oldest one in the cache.
Cognigy sends up to 10 requests/minute to any single JWKS URL.

Restrictions

EdDSA (Ed25519/Ed448) keys aren’t supported for Public Key or Key Store authentication.

Parameters

Parameter	Type	Description
Copilot Type	List	Activates and sets how to configure Agent Copilot. Select one of the following options: None — deactivates Agent Copilot for the Endpoint. This option is selected by default. Workspace — activates Agent Copilot based on the workspace configuration. Whisper — activates Agent Copilot Whisper.
Copilot Flow	List	Sets the Flow in which the Agent Copilot workspace or the Agent Copilot Whisper is configured.
Copilot Config	List	Sets the configuration for the Agent Copilot workspace. Valid for workspaces configured via API.
Authentication	List	Sets the method to verify the JWT passed in the Agent Copilot URL. Enforce the method by activating Accept Only JWT Requests. Select one of the following methods: Default (built-in) — built-in authentication using an internal Agent Copilot secret. Token Secret — symmetric authentication using a shared secret stored through a connection. Public Key — asymmetric authentication using one or more PEM-encoded public keys. Key Store — asymmetric authentication using a remote JWKS endpoint. For more information, see JWT Authentication Methods.
Agent Copilot Authentication	List	This parameter appears only when Token Secret is selected in Authentication. Defines the JWT connection to use for symmetric authentication. Select a JWT connection or create one by clicking and configuring the connection: Connection name — enter a unique name. JWT Secret — enter the string to be used as the JWT secret.
Public Keys	Text	This parameter appears only when Public Key is selected in Authentication. Defines one or more PEM-encoded public keys. A token is accepted if it verifies with any of the configured public keys. Use multiple keys to support key rotation. Remove a key to immediately invalidate tokens signed with it.
Key Store URL	Text	This parameter appears only when Key Store is selected in Authentication. Defines the URL of your JWKS key store. The verifying key is selected by the `kid` header of the incoming token. A JWT without a `kid` header is rejected. Cognigy caches the JWKS document for up to 10 minutes per URL. After rotating a key, tokens signed with the new key can fail and tokens signed with the removed key can still succeed for up to 10 minutes.
Accept Only JWT Requests	Toggle	Activates JWT validation according to the method selected in Authentication. Requests that include only a user ID and session ID are blocked. This parameter is deactivated by default. Activating this parameter improves security by preventing unauthenticated access. When deactivated, Agent Copilot still extracts `userId` and `sessionId` if a JWT is present in the URL, but the signature isn’t verified. For more information, see JWT Authentication Methods.
End Session On Handover Close	Toggle	This parameter appears only when Workspace or Whisper is selected in Copilot Type. Ends the Agent Copilot session immediately after the human agent resolves the conversation. After that, you can’t send data to the Agent Copilot Flow from the Agent Copilot workspace. This parameter is activated by default. When deactivated, the Agent Copilot session stays open for the duration set in Session TTL On Handover Close. In this case, you can keep sending data to the Agent Copilot Flow through the Agent Copilot workspace after the human agent resolves the conversation. For more information, see Send Data to the Agent Copilot Flow After Handover.
Session TTL On Handover Close	Number	This parameter appears only when End Session On Handover Close is deactivated. Sets how long, in minutes, the Agent Copilot session stays open after the human agent resolves the conversation. The default value is `120`.
Enable Branding	Toggle	This parameter appears only when Copilot Type is set to Workspace. Displays the Powered by Cognigy.AI branding at the bottom of the Agent Copilot workspace. This parameter is activated by default. This parameter works only if the contact center and Agent Copilot have different domains, for example: If Agent Copilot is hosted on `copilot.cognigy.ai` and the contact center is hosted on `apps.mypurecloud.com`, this toggle controls the branding. If Agent Copilot is hosted on `copilot.cognigy.ai` and the contact center is hosted on `app.cognigy.ai`, this toggle has no effect.

As of Cognigy 2026.15.0, the Authentication list replaces the former Enable Copilot Authentication toggle. Previously configured Endpoints are migrated automatically. If the former toggle was:

Turned on — Token Secret is selected.
Turned off — Default (built-in) is selected.

No action is required.

JWT Authentication Methods

To secure access to Agent Copilot, the contact center platform signs a JWT containing userId and sessionId, then passes that signed JWT in the Agent Copilot URL as the auth parameter:

https://${AgentCopilotBaseUrl}/?URLToken=${URLToken}&auth={signed_JWT}

Each contact center platform has its own requirements for how the JWT signature is configured. Refer to your contact center platform documentation. Depending on the option you select in the Authentication list, you configure the authentication method differently:

Default (built-in)
Token Secret
Public Key
Key Store

Agent Copilot handles the JWT authentication between the contact center platform and Cognigy. Activate Accept Only JWT Requests in the Endpoint settings.

Symmetric authentication. The contact center platform and Cognigy share a single secret, used to both sign and verify the JWT.

1. On the Contact Center Side

Generate a 256-bit secret to use as the shared JWT secret. For example, you can use OpenSSL:
# Generate 32 random bytes (256 bits) and print them as a hex string openssl rand -hex 32
Example output: a3f7b9c2d8e14f6a0b5c9d3e7f2a8b4c6d0e9f3a7b1c5d8e2f4a6b9c3d7e1f85
Copy the secret for later use and store it securely.

Sign JWTs with this secret. Agent Copilot accepts the HS256, HS384, and HS512 HMAC algorithms. For example, use the jsonwebtoken Node.js library:

const jwt = require('jsonwebtoken'); // JWT signing library

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  'a3f7b9c2d8e14f6a0b5c9d3e7f2a8b4c6d0e9f3a7b1c5d8e2f4a6b9c3d7e1f85', // shared secret
  { algorithm: 'HS256' } // HMAC using SHA-256
);

const jwt = require('jsonwebtoken'); // JWT signing library

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  'a3f7b9c2d8e14f6a0b5c9d3e7f2a8b4c6d0e9f3a7b1c5d8e2f4a6b9c3d7e1f85', // shared secret
  { algorithm: 'HS384' } // HMAC using SHA-384
);

const jwt = require('jsonwebtoken'); // JWT signing library

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  'a3f7b9c2d8e14f6a0b5c9d3e7f2a8b4c6d0e9f3a7b1c5d8e2f4a6b9c3d7e1f85', // shared secret
  { algorithm: 'HS512' } // HMAC using SHA-512
);

2. On the Cognigy Side

In the Copilot section in the Endpoint settings, select Token Secret in Authentication.
Next to Agent Copilot Authentication, click and configure the connection:
- Connection name — enter a unique name, for example, copilot-token-secret.
- JWT Secret — enter the exact same 256-bit secret you previously generated for the contact center platform, for example, a3f7b9c2d8e14f6a0b5c9d3e7f2a8b4c6d0e9f3a7b1c5d8e2f4a6b9c3d7e1f85.
Activate Accept Only JWT Requests.
Click Create, then Save.

Asymmetric authentication. The contact center signs the JWT with a private key, and Cognigy verifies it with the corresponding public key.

1. On the Contact Center Side

Generate a public-private key pair. For example, you can use OpenSSL: RSA:

# Generate a 2048-bit RSA private key
openssl genpkey -algorithm RSA -pkeyopt rsa_keygen_bits:2048 -out private.pem
# Derive the matching public key
openssl pkey -in private.pem -pubout -out public.pem

ECDSA P-256:

# Generate a private key on the P-256 curve
openssl ecparam -name prime256v1 -genkey -noout -out private.pem
# Derive the matching public key
openssl ec -in private.pem -pubout -out public.pem

(Optional) If you want to use key rotation, generate multiple public-private key pairs.
Keep private.pem secret and store it in your own system.

Sign JWTs with private.pem. The algorithm you use depends on the key type. For example, use the jsonwebtoken Node.js library:

const jwt = require('jsonwebtoken'); // JWT signing library
const fs = require('fs');

const privateKey = fs.readFileSync('private.pem'); // RSA private key

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  privateKey,
  { algorithm: 'RS256' } // RSA key, PKCS#1 v1.5 padding, SHA-256
);

const jwt = require('jsonwebtoken'); // JWT signing library
const fs = require('fs');

const privateKey = fs.readFileSync('private.pem'); // RSA private key

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  privateKey,
  { algorithm: 'RS384' } // RSA key, PKCS#1 v1.5 padding, SHA-384
);

const jwt = require('jsonwebtoken'); // JWT signing library
const fs = require('fs');

const privateKey = fs.readFileSync('private.pem'); // RSA private key

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  privateKey,
  { algorithm: 'RS512' } // RSA key, PKCS#1 v1.5 padding, SHA-512
);

const jwt = require('jsonwebtoken'); // JWT signing library
const fs = require('fs');

const privateKey = fs.readFileSync('private.pem'); // RSA private key

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  privateKey,
  { algorithm: 'PS256' } // RSA key, RSA-PSS padding, SHA-256
);

const jwt = require('jsonwebtoken'); // JWT signing library
const fs = require('fs');

const privateKey = fs.readFileSync('private.pem'); // RSA private key

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  privateKey,
  { algorithm: 'PS384' } // RSA key, RSA-PSS padding, SHA-384
);

const jwt = require('jsonwebtoken'); // JWT signing library
const fs = require('fs');

const privateKey = fs.readFileSync('private.pem'); // RSA private key

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  privateKey,
  { algorithm: 'PS512' } // RSA key, RSA-PSS padding, SHA-512
);

const jwt = require('jsonwebtoken'); // JWT signing library
const fs = require('fs');

const privateKey = fs.readFileSync('private.pem'); // ECDSA private key, P-256 curve

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  privateKey,
  { algorithm: 'ES256' } // ECDSA key on the P-256 curve, SHA-256
);

ES384 and ES512 work the same way, but need a key generated on the P-384 or P-521 curve instead (openssl ecparam -name secp384r1 ... or -name secp521r1 ...) — the algorithm is tied to the curve the key was generated on.

2. On the Cognigy Side

In the Copilot section in the Endpoint settings, select Public Key in Authentication.
Enter the contents of the public.pem file into the Public Keys field.

Public Key

After you enter a public key in the field, another input field appears. Use the new input field to add another public key.

Activate Accept Only JWT Requests.
Click Save.

Asymmetric authentication. The contact center signs the JWT with a private key, and Cognigy verifies it with the corresponding public key by fetching it from a JWKS (JSON Web Key Set) endpoint you host.

1. On the Contact Center Side

Generate a public-private key pair, the same way as for Public Key. For example, you can use OpenSSL:

# Generate a 2048-bit RSA private key
openssl genpkey -algorithm RSA -pkeyopt rsa_keygen_bits:2048 -out private.pem
# Derive the matching public key
openssl pkey -in private.pem -pubout -out public.pem

Host a JWKS endpoint that returns your public keys as JSON, each with a unique kid, for example:

{
  "keys": [
    {
      "kty": "RSA",
      "use": "sig",
      "kid": "copilot-key-2026-01",
      "alg": "RS256",
      "n": "0vx7agoebGcQSuuPiLJXZptN9nndrQmbXEps2aiAFbWhM78LhWx4cbbfAAtVT86zwu1RK7aPFFxuhDR1L6tSoc_BJECPebWKRXjBZCiFV4n3oknjhMstn64tZ_2W-5JsGY4Hc5n9yBXArwl93lqt7_RN5w6Cf0h4QyQ5v-65YGjQR0_FDW2QvzqY368QQMicAtaSqzs8KJZgnYb9c7d0zgdAZHzu6qMQvRL5hajrn1n91CbOpbISD08qNLyrdkt-bFTWhAI4vMQFh6WeZu0fM4lFd2NcRwr3XPksINHaQ-G_xBniIqbw0Ls1jF44-csFCur-kEgU8awapJzKnqDKgw",
      "e": "AQAB"
    }
  ]
}

Sign JWTs with the matching private key, and set the kid header to the same value published in the JWKS. A JWT without a kid header is rejected. The algorithm you use depends on the key type, the same as for Public Key:

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  privateKey,
  {
    algorithm: 'RS256', // RSA key, PKCS#1 v1.5 padding, SHA-256
    keyid: 'copilot-key-2026-01' // must match a "kid" in the JWKS
  }
);

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  privateKey,
  {
    algorithm: 'RS384', // RSA key, PKCS#1 v1.5 padding, SHA-384
    keyid: 'copilot-key-2026-01' // must match a "kid" in the JWKS
  }
);

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  privateKey,
  {
    algorithm: 'RS512', // RSA key, PKCS#1 v1.5 padding, SHA-512
    keyid: 'copilot-key-2026-01' // must match a "kid" in the JWKS
  }
);

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  privateKey,
  {
    algorithm: 'PS256', // RSA key, RSA-PSS padding, SHA-256
    keyid: 'copilot-key-2026-01' // must match a "kid" in the JWKS
  }
);

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  privateKey,
  {
    algorithm: 'PS384', // RSA key, RSA-PSS padding, SHA-384
    keyid: 'copilot-key-2026-01' // must match a "kid" in the JWKS
  }
);

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  privateKey,
  {
    algorithm: 'PS512', // RSA key, RSA-PSS padding, SHA-512
    keyid: 'copilot-key-2026-01' // must match a "kid" in the JWKS
  }
);

const token = jwt.sign(
  { userId: 'user-123', sessionId: 'session-456' }, // payload
  privateKey, // ECDSA private key, P-256 curve
  {
    algorithm: 'ES256', // ECDSA key on the P-256 curve, SHA-256
    keyid: 'copilot-key-2026-01' // must match a "kid" in the JWKS
  }
);

ES384 and ES512 work the same way, with a key generated on the P-384 or P-521 curve instead.

2. On the Cognigy Side

In the Copilot section in the Endpoint settings, select Key Store in Authentication.
Enter your JWKS URL in the Key Store URL field. The domain is specific to your system; the path is only a convention, not a requirement — any URL that returns a valid JWKS document works. For example:
https://<your-domain>/.well-known/jwks.json
Activate Accept Only JWT Requests.
Click Save.

Send Data to the Agent Copilot Flow after Handover

If you need to allow human agents to send data to the Agent Copilot Flow after they resolve a conversation, for example, to change or add user data, deactivate End Session On Handover Close in the Endpoint settings. The Agent Copilot session then stays open after the human agent resolves the conversation, and the human agent can keep sending postbacks from the Copilot: HTML Tile Node to the Agent Copilot Flow. When End Session On Handover Close is deactivated:

Postbacks sent from the Copilot: HTML Tile Node are processed by the Agent Copilot Flow.
The session ends when SDK.endSession() is called in the Copilot: HTML Tile Node or when the time set in Session TTL On Handover Close elapses.

End the Session from the Copilot: HTML Tile Node

To end an open session before the time set in Session TTL On Handover Close elapses, call SDK.endSession() in the Copilot: HTML Tile Node, for example from a button:

<button type="button" onclick="SDK.endSession();">End session</button>

For more information, see End Agent Copilot Session.

More Information

Endpoint Settings

Overview

Configure

Deploy

Troubleshoot

Prerequisites

Limitations

Restrictions

Parameters

JWT Authentication Methods

Send Data to the Agent Copilot Flow after Handover

End the Session from the Copilot: HTML Tile Node

More Information

​Prerequisites

​Limitations

​Restrictions

​Parameters

​JWT Authentication Methods

​Send Data to the Agent Copilot Flow after Handover

​End the Session from the Copilot: HTML Tile Node

​More Information

Prerequisites

Limitations

Restrictions

Parameters

JWT Authentication Methods

Send Data to the Agent Copilot Flow after Handover

End the Session from the Copilot: HTML Tile Node

More Information