Skip to main content
You can embed Agent Copilot directly into your contact center interface. In this mode, Copilot runs inside the agent workspace, allowing agents to interact with AI assistance without leaving their primary contact center application. This option is useful if you want to provide a seamless in-app experience and reduce context switching for agents. All features remain available, including real-time guidance, transcript sharing, and support for both chat and voice use cases.

​
How to Use

  1. Configure an Agent Copilot URL using the pattern: https://${AICopilotBaseUrl}/?userId=${userId}&sessionId=${sessionId}&URLToken=${URLToken}.
  2. Pass this URL along with the handover to the human agent:
    • For native integrations, the embedded version is supported automatically.
    • For custom integrations, include the link in your handover configuration and embed it via iFrame:
    <iframe src="https://copilot.example.com/?userId=12345&sessionId=abcde-67890&URLToken=f38791ae20d4961acf0e97d9f377c4fe3df92894e1eff1c7a774a8ed089a4590"
        width="100%"
        height="800px"
        frameborder="0">
</iframe>
  3. If you are using a voice use case, check the Transfer Node in your Flow and ensure the UUIValue is forwarded via SIP headers during the transfer to the human agent.

​
Secure Access with JWT

You can secure access to Agent Copilot by passing a JWT in the URL. This approach ensures that only authenticated users can open the Agent Copilot workspace. 
https://${AICopilotBaseUrl}/?userId=${userId}&sessionId=${sessionId}&URLToken=${URLToken}&auth={JWT}
Where auth is the JWT used for authentication. For the authentication to work, the contact center and Cognigy.AI need to share a 256-bit long JWT secret that is used by the Agent Copilot backend. The contact center integration needs to proceed as follows:
  1. Creates values for userId and sessionId.
  2. Uses URLToken from the respective Cognigy.AI Endpoint.
  3. Reads the JWT secret from an internal storage.
  4. Signs a JWT with payload containing the userId and sessionId.
The Agent Copilot backend proceeds as follows:
  1. Checks if the auth parameter is passed in the URL.
  2. If auth is passed, the value is treated as a JWT and the Agent Copilot backend verifies the JWT signature.
  3. During the verification of the JWT signature, Agent Copilot decodes the payload of the JWT to retrieve the userId, sessionId, and URLToken parameters.
For more information about JWTs, read the JWT documentation.

​
More Information