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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.

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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:
PropertyTypeDescription
gridObjectSet the grid size and gap between tiles.
columnsNumberSet the number of columns in the grid. The number of columns corresponds to the grid’s x-axis.
rowsNumberSet the number of rows in the grid. The number of rows corresponds to the grid’s y-axis.
gapNumberSet the gap size in pixels between the tiles. If you set the value to 0, Agent Copilot uses the default value of 10.
tilesObjectSet the tiles configuration.
<tile ID>ObjectEnter the tile ID and set the tile configuration. The tile ID must match the tile ID in the respective Agent Copilot Node.
xNumberSet the coordinate of the tile in the grid’s x-axis.
yNumberSet the coordinate of the tile in the grid’s y-axis.
rowsNumberSet the number of rows the tile takes up.
columnsNumberSet the number of columns the tile takes up.
To configure the Agent Copilot grid, you have the following options:
  • GUI
  • API
Use the Copilot: Set Grid Node to configure the grid directly in the Agent Copilot Flow:
  1. In Build > Flows, create an Agent Copilot Flow
  2. Add a Copilot: Set Grid Node after the Start Node. You can use the following example as a reference:
"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
    }
}

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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.

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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:
SettingDescription
Enable Transcript Tile with ID ‘transcript’ in the Agent Copilot workspaceActivates the Transcript Tile.
Enable the chat input for the Transcript Tile to enable the agent to send messages to the customerAllows human agents to send messages to the end user from the Transcript Tile.
Enable redaction of Transcript Tile messagesRedacts credit card numbers in messages in the Transcript Tile and replaces them with the CREDIT_CARD_NUMBER placeholder.