Genesys Cloud - Main

I have been trying to get Agent Checklists working in our Dev environment, but without success. The prerequisites only mention having the Agent Copilot Administrator Role, which I assume is for implementation. What about the agent? Are there any permissions required?  I have created my checklists, added them to the Rules Engine, and nothing is displayed to the agent. This feature was recently released, but has it been pushed out to all the regions?

#AICopilot(Agent,SupervisorAdmin)

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Martin Bunting
New Era Technology
Senior Solutions Consultant
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Greetings Martin:

We've been toying with this as well, and as long as the rules engine was configured properly, the users were licensed for copilot, and the users were assigned to a queue Agent Copilot was active for, we didn't have to add any other permissions to the user for it to work. We did find this part to be key though as it took a few seconds after the conversation started for the checklist to show up. 

Sidebar: If you're planning to let the AI check the items based off what it hears in the conversation, we've found the the checklist help text must be very clear with good examples, and unique from (i.e. no overlap with) the other checklist items. Otherwise you'll find the system checks items you wouldn't expect it to. You also can't get too hung up on the order in which it checks them unless the call follows the script perfectly.

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Brian T. Jones | Ascension | Senior Specialist - Technology
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I found the issue.  I had Assistants > Agentchecklist permissions added, but not Conversation > agentchecklist enabled. Thanks for responding.

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Martin Bunting
New Era Technology
Senior Solutions Consultant
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Original Message:
Sent: 11-12-2025 12:33
From: Brian Jones
Subject: Agent Checklists

Greetings Martin:

We've been toying with this as well, and as long as the rules engine was configured properly, the users were licensed for copilot, and the users were assigned to a queue Agent Copilot was active for, we didn't have to add any other permissions to the user for it to work. We did find this part to be key though as it took a few seconds after the conversation started for the checklist to show up. 

Sidebar: If you're planning to let the AI check the items based off what it hears in the conversation, we've found the the checklist help text must be very clear with good examples, and unique from (i.e. no overlap with) the other checklist items. Otherwise you'll find the system checks items you wouldn't expect it to. You also can't get too hung up on the order in which it checks them unless the call follows the script perfectly.

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Brian T. Jones | Ascension | Senior Specialist - Technology
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