Configure the Workspace

Updated in 4.65 The Agent Copilot workspace is the interface that displays the Agent Copilot on the contact center side. The workspace includes the widgets that represent the Agent Copilot Nodes that you configure in the Agent Copilot Flow. You can configure widget size and arrangement in the workspace, and display different types of content in it, including HTML, adaptive cards, or iframes. To configure the Agent Copilot workspace, you need to set the Agent Copilot grid. Other Agent Copilot Nodes provide functionality to the widgets in the workspace.

Agent Copilot Grid

The Agent Copilot grid is a JSON object that defines the size and arrangement of the tiles, through tile IDs, in the workspace. The following table shows the JSON properties you use to configure the Agent Copilot grid:

Agent Copilot Grid JSON Properties

Property			Type	Description
`grid`			Object	Set the grid size and gap between tiles.
	`columns`		Number	Set the number of columns in the grid. The number of columns corresponds to the grid’s x-axis.
	`rows`		Number	Set the number of rows in the grid. The number of rows corresponds to the grid’s y-axis.
	`gap`		Number	Set the gap size in pixels between the tiles. If you set the value to `0`, Agent Copilot uses the default value of `10`.
`tiles`			Object	Set the tiles configuration.
	`<tile ID>`		Object	Enter the tile ID and set the tile configuration. The tile ID must match the tile ID in the respective Agent Copilot Node.
		`x`	Number	Set the coordinate of the tile in the grid’s x-axis.
		`y`	Number	Set the coordinate of the tile in the grid’s y-axis.
		`rows`	Number	Set the number of rows the tile takes up.
		`columns`	Number	Set the number of columns the tile takes up.

To configure the Agent Copilot grid, you have the following options:

Use the Copilot: Set Grid Node to configure the grid directly in the Agent Copilot Flow:

In Build > Flows, create an Agent Copilot Flow
Add a Copilot: Set Grid Node after the Start Node. You can use the following example as a reference:

Agent Copilot Grid Example

"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
    }
}

Use the Cognigy.AI API to create a configuration for the grid through an API request. You’ll need to select the configuration in the Endpoint settings. This grid configuration is used only if there’s no Copilot: Set Grid Node in the Agent Copilot Flow.You can configure the grid via API and implement it by selecting it in the Copilot section in the Endpoint settings.To configure the grid via API, follow these steps:

Create an API Key

On the Main page, click > My Profile in the upper-right corner.
In the API Keys section, click +.
Enter a unique name for the API key and click Confirm. The API key will appear in the list. Copy the API key for later use.

Copy the Project ID

On the Main page, click

> Copy Project ID. Save the copied Project ID for later use.

Authenticate with the API Key

In the Cognigy.AI API, go to the AUTHENTICATION section and paste the API key you copied earlier in the following fields:
- API Key (X-API-Key)
- API Key (api_key)
Click Set next to both fields.

Create the Grid with a POST Request

Go to the POST request and configure the JSON payload:
- name — enter a unique name for the Agent Copilot configuration. This name is displayed in the Endpoint settings.
- (Optional) description — enter a description for the Agent Copilot configuration.
- config — configure the Agent Copilot grid.
Paste the Project ID you copied earlier into the projectId field in the JSON body of the request.
Click Try to send the POST request with the JSON payload. If your request is successful, you receive the 201 status code in the response body and the Agent Copilot configuration is added to the Copilot Config list in the Endpoint settings.

You can use the following example as a reference:

Agent Copilot Grid Example

{
    "name": "Agent Copilot Grid Example",
    "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"
}

Tile ID

Each tile must have a unique tile ID, for example, transcript-tile, because the tile ID corresponds to a JSON key. You need to use the tile ID in the respective Agent Copilot Node to map it correctly to the tile in the workspace. If Agent Copilot receives updates for a tile ID that isn’t in the Agent Copilot configuration, the tile isn’t rendered. Additionally, a warning indicator is displayed in the lower-right corner of the workspace, indicating that an unknown tile update has been received. In these cases, check the tile IDs in your Agent Copilot grid.

Transcript Tile

The Transcript Tile acts as a chat interface and allows human agents to read messages from end users and reply to them directly in the workspace. The tile ID of the Transcript Tile is transcript and must be included in your Agent Copilot configuration. This tile is intended for chat use cases in standalone Agent Copilot applications. For voice-related scenarios, use the Copilot: Transcript Tile Node. To activate the Transcript Tile, go to the Copilot section in the Endpoint settings and use the settings in Transcript Tile:

Setting	Description
Enable Transcript Tile with ID ‘transcript’ in the Agent Copilot workspace	Activates the Transcript Tile.
Enable the chat input for the Transcript Tile to enable the agent to send messages to the customer	Allows human agents to send messages to the end user from the Transcript Tile. The following handover providers don’t support this setting: Genesys Cloud Open Messaging, NiCE CXone, storm, and 8x8.
Enable redaction of Transcript Tile messages	Redacts credit card numbers in messages in the Transcript Tile and replaces them with the `CREDIT_CARD_NUMBER` placeholder.

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Agent Copilot Grid

Tile ID

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​Agent Copilot Grid

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​Transcript Tile

Agent Copilot Grid

Tile ID

Transcript Tile