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Accessing custom insight fields from a customized Copilot summary

  • 1.  Accessing custom insight fields from a customized Copilot summary

    Posted 2 days ago

    Hi everyone,

    I have a question regarding Agent Copilot custom summaries and the custom insight fields used during summary generation.

    In our setup, we are using a customized Copilot summary prompt, where we define specific fields to be extracted from the conversation, such as:

    • CPF

    • Customer name

    • ZIP code (CEP)

    • Or any other structured customer data

    When we provide an example transcript, Copilot successfully generates the summary including these additional, customized fields (similar to the Insights section).

    My question is:
    Is there a way to programmatically retrieve these custom insight fields once the Copilot summary is generated?

    More specifically:

    • Are these fields exposed via any Genesys Cloud API?

    • Are they stored as conversation attributes, analytics insights, or somewhere else?

    • Is there a supported way to map each custom field (e.g., CPF, CEP) to a structured output that can be consumed downstream (BI, data lake, integrations, etc.)?

    If anyone has implemented something similar or knows the recommended approach, I'd really appreciate the guidance.

    Thanks in advance!


    #Architect
    #Integrations

    ------------------------------
    Mateus Nunes
    Tech Leader of CX at Solve4ME
    Brazil
    ------------------------------


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