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To integrate Agent Copilot with an AI Agent, you need to configure different components:

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Agent Copilot

The Agent Copilot configuration includes:
The Agent Copilot Flow is a Flow separate from the AI Agent Flow to which you add Agent Copilot Nodes. The Copilot: Set Grid Node is required in this Flow to set the workspace arrangement on the contact center side and the widgets in the workspace. Other Agent Copilot Nodes provide functionality to the widgets in the workspace.
The Agent Copilot Grid is a JSON object you can configure in the Copilot: Set Grid Node that defines the layout of the Agent Copilot workspace. For more information, see Configure the Workspace.

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Voice Gateway

For voice implementations, you need to configure:
Set up a Voice Gateway Endpoint and application to connect the AI Agent to Voice Gateway, and Voice Gateway to the contact center.
The Voice Copilot Endpoint receives the transcript of the voice call and sends it to the Agent Copilot Flow.

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Contact Center Integration

There are two ways to integrate Agent Copilot with a contact center:
For chat applications, you need to configure the handover to human agents by adding a Handover to Agent Node to the AI Agent Flow.
To transfer calls from the AI Agent to human agents, you need to configure the call transfer by adding a Transfer Node to the AI Agent Flow.
Both implementations require a handover provider that supports the contact center platform you use.

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