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You can deploy Agent Copilot as a standalone app. In this mode, Copilot is accessed via a dedicated URL and can be opened on a separate browser tab instead of being embedded into a contact center interface. This option is useful if your contact centter doesn’t support embedding, or if human agents prefer working with Agent Copilot in a full-screen view. All features remain available, including real-time guidance, transcript sharing, and support for both chat and voice use cases.

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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 link is passed automatically.
    • For custom integrations, include the link in your handover configuration.
  3. If you work with voice use case, check the Transfer Node in your Flow.
  4. Configure the Transfer Node:
    1. Fill in the Transcription Webhook field with your Agent Copilot URL.
    2. Activate Enable Copilot.
    3. Specify the header that carries the UUIValue in the Copilot Headers Key field. The default is X-Custom-Header. This header will be sent to the Agent Copilot transcription webhook, while the UUIValue is also forwarded via SIP headers when transferring the call to the human agent.

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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.