Genesys Cloud - Main

I am trying to create an Agent Checklist and have followed the steps below.

Here's how to configure Agent checklists in Copilot:

Prerequisites:

• Genesys Cloud CX license (CX 1, 2, 3, or 4) with appropriate add-ons
• Agent Copilot Administrator role

Configuration Steps:

1. Navigate to Menu > Conversation Intelligence > Quality Management > Agent Checklists
2. Create your checklist
3. Associate either a customer or agent intent as a trigger
4. Configure when the checklist appears (at interaction start or based on intent triggers)
5. Add up to seven checklist items
6. Configure items to be checked either manually by agents or automatically through text/voice detection

I cannot see anywhere where I can complete point 3 or point 4 however. Can someone advise me where to configure these elements as the Resource Centre doesn't appear to tell me 

Hello Richard,

Are you sure that you have all of the prerequisites? The instructions for creating a checklist are a bit different in the Resource Center. I have a link to that article here.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 01-06-2026 05:11
From: richard craig
Subject: Agent Checklists

I am trying to create an Agent Checklist and have followed the steps below.

Here's how to configure Agent checklists in Copilot:

Prerequisites:

• Genesys Cloud CX license (CX 1, 2, 3, or 4) with appropriate add-ons
• Agent Copilot Administrator role

Configuration Steps:

1. Navigate to Menu > Conversation Intelligence > Quality Management > Agent Checklists
2. Create your checklist
3. Associate either a customer or agent intent as a trigger
4. Configure when the checklist appears (at interaction start or based on intent triggers)
5. Add up to seven checklist items
6. Configure items to be checked either manually by agents or automatically through text/voice detection

I cannot see anywhere where I can complete point 3 or point 4 however. Can someone advise me where to configure these elements as the Resource Centre doesn't appear to tell me 

#Unsure/Other

------------------------------
richard craig
------------------------------

Yes I have followed those instructions above. Not sure where I got the other instructions from but it may have been the Orchestrator tool. Are you saying that all I have to do is create upto 7 checklist items as above ?. The there is no further configuration required to make this work ?.

I have created the Agent Checklist with examples from the Resource Centre however I now need to add it to an agent(s) according to Orchestrator it is displayed as follows

Agent checklists are automatically presented to agents in one of two ways:

1. At the start of an interaction
2. When specific intent triggers are detected

The process works like this:

• Administrators create and configure the checklists
• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent
• For conversation-start checklists, they appear after the first transcription message arrives

Agents don't need to manually request checklists - they are automatically allocated based on these predetermined triggers. During interactions, agents can manage their checklists by pinning or collapsing them as needed.

How do I ensure the the following happens

• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent

Do the intents need to be added into Architect as outlined below ?

Here's how to add a new intent in Genesys Cloud:

1. Go to Admin
2. Click on Architect (this will open in a new tab)
3. Select Bot Flow or Digital Bot Flow from the Architect Flows list
4. Under Natural Language Understanding, click Intents
5. Click Intent to open the Add Intent dialog box

When creating your intent:

• Give it a meaningful name
• Provide a detailed description for context
• Be as specific as possible in your descriptions (For example, instead of "Customer wants to place an order," use "Customer wants to place or modify a coffee order, including specific brew, flavor, size, customizations, and delivery options")

After creating the intent, you can:

• Map it to a new task (you'll need to enter a name for the reusable task)
• Or map it to an existing task (select from previously created tasks)

Note: If you're working with an existing flow that has intents, you'll need to delete them first to generate new ones with Virtual Agent.

------------------------------
richard craig

Original Message:
Sent: 01-06-2026 16:47
From: Jason Kleitz
Subject: Agent Checklists

Hello Richard,

Are you sure that you have all of the prerequisites? The instructions for creating a checklist are a bit different in the Resource Center. I have a link to that article here.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 01-06-2026 05:11
From: richard craig
Subject: Agent Checklists

I am trying to create an Agent Checklist and have followed the steps below.

Here's how to configure Agent checklists in Copilot:

Prerequisites:

• Genesys Cloud CX license (CX 1, 2, 3, or 4) with appropriate add-ons
• Agent Copilot Administrator role

Configuration Steps:

1. Navigate to Menu > Conversation Intelligence > Quality Management > Agent Checklists
2. Create your checklist
3. Associate either a customer or agent intent as a trigger
4. Configure when the checklist appears (at interaction start or based on intent triggers)
5. Add up to seven checklist items
6. Configure items to be checked either manually by agents or automatically through text/voice detection

I cannot see anywhere where I can complete point 3 or point 4 however. Can someone advise me where to configure these elements as the Resource Centre doesn't appear to tell me 

#Unsure/Other

------------------------------
richard craig
------------------------------

Hi Richard,

The Intents are in Agent Copilot under Natural Language Understanding then select the checklist against an intent in Rules Engine.

Yes I have followed those instructions above. Not sure where I got the other instructions from but it may have been the Orchestrator tool. Are you saying that all I have to do is create upto 7 checklist items as above ?. The there is no further configuration required to make this work ?.

I have created the Agent Checklist with examples from the Resource Centre however I now need to add it to an agent(s) according to Orchestrator it is displayed as follows

Agent checklists are automatically presented to agents in one of two ways:

1. At the start of an interaction
2. When specific intent triggers are detected

The process works like this:

• Administrators create and configure the checklists
• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent
• For conversation-start checklists, they appear after the first transcription message arrives

Agents don't need to manually request checklists - they are automatically allocated based on these predetermined triggers. During interactions, agents can manage their checklists by pinning or collapsing them as needed.

How do I ensure the the following happens

• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent

Do the intents need to be added into Architect as outlined below ?

Here's how to add a new intent in Genesys Cloud:

1. Go to Admin
2. Click on Architect (this will open in a new tab)
3. Select Bot Flow or Digital Bot Flow from the Architect Flows list
4. Under Natural Language Understanding, click Intents
5. Click Intent to open the Add Intent dialog box

When creating your intent:

• Give it a meaningful name
• Provide a detailed description for context
• Be as specific as possible in your descriptions (For example, instead of "Customer wants to place an order," use "Customer wants to place or modify a coffee order, including specific brew, flavor, size, customizations, and delivery options")

After creating the intent, you can:

• Map it to a new task (you'll need to enter a name for the reusable task)
• Or map it to an existing task (select from previously created tasks)

Note: If you're working with an existing flow that has intents, you'll need to delete them first to generate new ones with Virtual Agent.

------------------------------
richard craig

Original Message:
Sent: 01-06-2026 16:47
From: Jason Kleitz
Subject: Agent Checklists

Hello Richard,

Are you sure that you have all of the prerequisites? The instructions for creating a checklist are a bit different in the Resource Center. I have a link to that article here.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 01-06-2026 05:11
From: richard craig
Subject: Agent Checklists

I am trying to create an Agent Checklist and have followed the steps below.

Here's how to configure Agent checklists in Copilot:

Prerequisites:

• Genesys Cloud CX license (CX 1, 2, 3, or 4) with appropriate add-ons
• Agent Copilot Administrator role

Configuration Steps:

1. Navigate to Menu > Conversation Intelligence > Quality Management > Agent Checklists
2. Create your checklist
3. Associate either a customer or agent intent as a trigger
4. Configure when the checklist appears (at interaction start or based on intent triggers)
5. Add up to seven checklist items
6. Configure items to be checked either manually by agents or automatically through text/voice detection

I cannot see anywhere where I can complete point 3 or point 4 however. Can someone advise me where to configure these elements as the Resource Centre doesn't appear to tell me 

#Unsure/Other

------------------------------
richard craig
------------------------------

Ok I think I am nearly there with this. I have added the 2 permissions to the agent profile as below.

• Conversation > Agent Checklist > View
• Conversation > Agent Checklist > Edit

I have added the Checklist to appear at the beginning of the call under the Rules Engine tab in the Agent Copilot and selected the Checklist I have created to display at the beginning of the call.

I can now see the checklist appear in the Genesys UI when the call pops.

Do I need to add ALL the Intents under this NLU tab ? OR is it just the ones which I have selected to be AI Checked ?.

Hi Richard,

The Intents are in Agent Copilot under Natural Language Understanding then select the checklist against an intent in Rules Engine.

Yes I have followed those instructions above. Not sure where I got the other instructions from but it may have been the Orchestrator tool. Are you saying that all I have to do is create upto 7 checklist items as above ?. The there is no further configuration required to make this work ?.

I have created the Agent Checklist with examples from the Resource Centre however I now need to add it to an agent(s) according to Orchestrator it is displayed as follows

Agent checklists are automatically presented to agents in one of two ways:

1. At the start of an interaction
2. When specific intent triggers are detected

The process works like this:

• Administrators create and configure the checklists
• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent
• For conversation-start checklists, they appear after the first transcription message arrives

Agents don't need to manually request checklists - they are automatically allocated based on these predetermined triggers. During interactions, agents can manage their checklists by pinning or collapsing them as needed.

How do I ensure the the following happens

• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent

Do the intents need to be added into Architect as outlined below ?

Here's how to add a new intent in Genesys Cloud:

1. Go to Admin
2. Click on Architect (this will open in a new tab)
3. Select Bot Flow or Digital Bot Flow from the Architect Flows list
4. Under Natural Language Understanding, click Intents
5. Click Intent to open the Add Intent dialog box

When creating your intent:

• Give it a meaningful name
• Provide a detailed description for context
• Be as specific as possible in your descriptions (For example, instead of "Customer wants to place an order," use "Customer wants to place or modify a coffee order, including specific brew, flavor, size, customizations, and delivery options")

After creating the intent, you can:

• Map it to a new task (you'll need to enter a name for the reusable task)
• Or map it to an existing task (select from previously created tasks)

Note: If you're working with an existing flow that has intents, you'll need to delete them first to generate new ones with Virtual Agent.

------------------------------
richard craig

Original Message:
Sent: 01-06-2026 16:47
From: Jason Kleitz
Subject: Agent Checklists

Hello Richard,

Are you sure that you have all of the prerequisites? The instructions for creating a checklist are a bit different in the Resource Center. I have a link to that article here.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 01-06-2026 05:11
From: richard craig
Subject: Agent Checklists

I am trying to create an Agent Checklist and have followed the steps below.

Here's how to configure Agent checklists in Copilot:

Prerequisites:

• Genesys Cloud CX license (CX 1, 2, 3, or 4) with appropriate add-ons
• Agent Copilot Administrator role

Configuration Steps:

1. Navigate to Menu > Conversation Intelligence > Quality Management > Agent Checklists
2. Create your checklist
3. Associate either a customer or agent intent as a trigger
4. Configure when the checklist appears (at interaction start or based on intent triggers)
5. Add up to seven checklist items
6. Configure items to be checked either manually by agents or automatically through text/voice detection

I cannot see anywhere where I can complete point 3 or point 4 however. Can someone advise me where to configure these elements as the Resource Centre doesn't appear to tell me 

#Unsure/Other

------------------------------
richard craig
------------------------------

If you have the checklist at the start of the call you don't need any Intents as the checklist itself will deal with ticking the items.

You only need the intents if you plan to trigger a checklist (not the individual items) or other action based upon an intent.

Ok I think I am nearly there with this. I have added the 2 permissions to the agent profile as below.

• Conversation > Agent Checklist > View
• Conversation > Agent Checklist > Edit

I have added the Checklist to appear at the beginning of the call under the Rules Engine tab in the Agent Copilot and selected the Checklist I have created to display at the beginning of the call.

I can now see the checklist appear in the Genesys UI when the call pops.

Do I need to add ALL the Intents under this NLU tab ? OR is it just the ones which I have selected to be AI Checked ?.

Hi Richard,

The Intents are in Agent Copilot under Natural Language Understanding then select the checklist against an intent in Rules Engine.

Yes I have followed those instructions above. Not sure where I got the other instructions from but it may have been the Orchestrator tool. Are you saying that all I have to do is create upto 7 checklist items as above ?. The there is no further configuration required to make this work ?.

I have created the Agent Checklist with examples from the Resource Centre however I now need to add it to an agent(s) according to Orchestrator it is displayed as follows

Agent checklists are automatically presented to agents in one of two ways:

1. At the start of an interaction
2. When specific intent triggers are detected

The process works like this:

• Administrators create and configure the checklists
• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent
• For conversation-start checklists, they appear after the first transcription message arrives

Agents don't need to manually request checklists - they are automatically allocated based on these predetermined triggers. During interactions, agents can manage their checklists by pinning or collapsing them as needed.

How do I ensure the the following happens

• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent

Do the intents need to be added into Architect as outlined below ?

Here's how to add a new intent in Genesys Cloud:

1. Go to Admin
2. Click on Architect (this will open in a new tab)
3. Select Bot Flow or Digital Bot Flow from the Architect Flows list
4. Under Natural Language Understanding, click Intents
5. Click Intent to open the Add Intent dialog box

When creating your intent:

• Give it a meaningful name
• Provide a detailed description for context
• Be as specific as possible in your descriptions (For example, instead of "Customer wants to place an order," use "Customer wants to place or modify a coffee order, including specific brew, flavor, size, customizations, and delivery options")

After creating the intent, you can:

• Map it to a new task (you'll need to enter a name for the reusable task)
• Or map it to an existing task (select from previously created tasks)

Note: If you're working with an existing flow that has intents, you'll need to delete them first to generate new ones with Virtual Agent.

------------------------------
richard craig

Original Message:
Sent: 01-06-2026 16:47
From: Jason Kleitz
Subject: Agent Checklists

Hello Richard,

Are you sure that you have all of the prerequisites? The instructions for creating a checklist are a bit different in the Resource Center. I have a link to that article here.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 01-06-2026 05:11
From: richard craig
Subject: Agent Checklists

I am trying to create an Agent Checklist and have followed the steps below.

Here's how to configure Agent checklists in Copilot:

Prerequisites:

• Genesys Cloud CX license (CX 1, 2, 3, or 4) with appropriate add-ons
• Agent Copilot Administrator role

Configuration Steps:

1. Navigate to Menu > Conversation Intelligence > Quality Management > Agent Checklists
2. Create your checklist
3. Associate either a customer or agent intent as a trigger
4. Configure when the checklist appears (at interaction start or based on intent triggers)
5. Add up to seven checklist items
6. Configure items to be checked either manually by agents or automatically through text/voice detection

I cannot see anywhere where I can complete point 3 or point 4 however. Can someone advise me where to configure these elements as the Resource Centre doesn't appear to tell me 

#Unsure/Other

------------------------------
richard craig
------------------------------

Ok so the checklist appears at the beginning of the call as I have it configured. Is this checklist ticked of automatically as the agent covers the information or does the agent have to tick the checklist off.

Apologies for all the questions however there doesn't seem to be a lot of information on the Resource Centre regarding this.

------------------------------
richard craig

Original Message:
Sent: 01-08-2026 04:33
From: Richard Chandler
Subject: Agent Checklists

If you have the checklist at the start of the call you don't need any Intents as the checklist itself will deal with ticking the items.

You only need the intents if you plan to trigger a checklist (not the individual items) or other action based upon an intent.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-08-2026 03:28
From: richard craig
Subject: Agent Checklists

Ok I think I am nearly there with this. I have added the 2 permissions to the agent profile as below.

• Conversation > Agent Checklist > View
• Conversation > Agent Checklist > Edit

I have added the Checklist to appear at the beginning of the call under the Rules Engine tab in the Agent Copilot and selected the Checklist I have created to display at the beginning of the call.

I can now see the checklist appear in the Genesys UI when the call pops.

Do I need to add ALL the Intents under this NLU tab ? OR is it just the ones which I have selected to be AI Checked ?.

------------------------------
richard craig

Original Message:
Sent: 01-08-2026 03:02
From: Richard Chandler
Subject: Agent Checklists

Hi Richard,

The Intents are in Agent Copilot under Natural Language Understanding then select the checklist against an intent in Rules Engine.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-07-2026 02:45
From: richard craig
Subject: Agent Checklists

Yes I have followed those instructions above. Not sure where I got the other instructions from but it may have been the Orchestrator tool. Are you saying that all I have to do is create upto 7 checklist items as above ?. The there is no further configuration required to make this work ?.

I have created the Agent Checklist with examples from the Resource Centre however I now need to add it to an agent(s) according to Orchestrator it is displayed as follows

Agent checklists are automatically presented to agents in one of two ways:

1. At the start of an interaction
2. When specific intent triggers are detected

The process works like this:

• Administrators create and configure the checklists
• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent
• For conversation-start checklists, they appear after the first transcription message arrives

Agents don't need to manually request checklists - they are automatically allocated based on these predetermined triggers. During interactions, agents can manage their checklists by pinning or collapsing them as needed.

How do I ensure the the following happens

• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent

Do the intents need to be added into Architect as outlined below ?

Here's how to add a new intent in Genesys Cloud:

1. Go to Admin
2. Click on Architect (this will open in a new tab)
3. Select Bot Flow or Digital Bot Flow from the Architect Flows list
4. Under Natural Language Understanding, click Intents
5. Click Intent to open the Add Intent dialog box

When creating your intent:

• Give it a meaningful name
• Provide a detailed description for context
• Be as specific as possible in your descriptions (For example, instead of "Customer wants to place an order," use "Customer wants to place or modify a coffee order, including specific brew, flavor, size, customizations, and delivery options")

After creating the intent, you can:

• Map it to a new task (you'll need to enter a name for the reusable task)
• Or map it to an existing task (select from previously created tasks)

Note: If you're working with an existing flow that has intents, you'll need to delete them first to generate new ones with Virtual Agent.

------------------------------
richard craig

Original Message:
Sent: 01-06-2026 16:47
From: Jason Kleitz
Subject: Agent Checklists

Hello Richard,

Are you sure that you have all of the prerequisites? The instructions for creating a checklist are a bit different in the Resource Center. I have a link to that article here.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 01-06-2026 05:11
From: richard craig
Subject: Agent Checklists

I am trying to create an Agent Checklist and have followed the steps below.

Here's how to configure Agent checklists in Copilot:

Prerequisites:

• Genesys Cloud CX license (CX 1, 2, 3, or 4) with appropriate add-ons
• Agent Copilot Administrator role

Configuration Steps:

1. Navigate to Menu > Conversation Intelligence > Quality Management > Agent Checklists
2. Create your checklist
3. Associate either a customer or agent intent as a trigger
4. Configure when the checklist appears (at interaction start or based on intent triggers)
5. Add up to seven checklist items
6. Configure items to be checked either manually by agents or automatically through text/voice detection

I cannot see anywhere where I can complete point 3 or point 4 however. Can someone advise me where to configure these elements as the Resource Centre doesn't appear to tell me 

#Unsure/Other

------------------------------
richard craig
------------------------------

Hi Richard,

Each item on the checklist has an option of No Automation or AI Checking. No Automation means manual tick by agent and AI means it will attempt to tick when the appropriate phrases are said. The agent can still untick items.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-08-2026 06:14
From: richard craig
Subject: Agent Checklists

Ok so the checklist appears at the beginning of the call as I have it configured. Is this checklist ticked of automatically as the agent covers the information or does the agent have to tick the checklist off.

Apologies for all the questions however there doesn't seem to be a lot of information on the Resource Centre regarding this.

------------------------------
richard craig

Original Message:
Sent: 01-08-2026 04:33
From: Richard Chandler
Subject: Agent Checklists

If you have the checklist at the start of the call you don't need any Intents as the checklist itself will deal with ticking the items.

You only need the intents if you plan to trigger a checklist (not the individual items) or other action based upon an intent.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-08-2026 03:28
From: richard craig
Subject: Agent Checklists

Ok I think I am nearly there with this. I have added the 2 permissions to the agent profile as below.

• Conversation > Agent Checklist > View
• Conversation > Agent Checklist > Edit

I have added the Checklist to appear at the beginning of the call under the Rules Engine tab in the Agent Copilot and selected the Checklist I have created to display at the beginning of the call.

I can now see the checklist appear in the Genesys UI when the call pops.

Do I need to add ALL the Intents under this NLU tab ? OR is it just the ones which I have selected to be AI Checked ?.

------------------------------
richard craig

Original Message:
Sent: 01-08-2026 03:02
From: Richard Chandler
Subject: Agent Checklists

Hi Richard,

The Intents are in Agent Copilot under Natural Language Understanding then select the checklist against an intent in Rules Engine.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-07-2026 02:45
From: richard craig
Subject: Agent Checklists

Yes I have followed those instructions above. Not sure where I got the other instructions from but it may have been the Orchestrator tool. Are you saying that all I have to do is create upto 7 checklist items as above ?. The there is no further configuration required to make this work ?.

I have created the Agent Checklist with examples from the Resource Centre however I now need to add it to an agent(s) according to Orchestrator it is displayed as follows

Agent checklists are automatically presented to agents in one of two ways:

1. At the start of an interaction
2. When specific intent triggers are detected

The process works like this:

• Administrators create and configure the checklists
• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent
• For conversation-start checklists, they appear after the first transcription message arrives

Agents don't need to manually request checklists - they are automatically allocated based on these predetermined triggers. During interactions, agents can manage their checklists by pinning or collapsing them as needed.

How do I ensure the the following happens

• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent

Do the intents need to be added into Architect as outlined below ?

Here's how to add a new intent in Genesys Cloud:

1. Go to Admin
2. Click on Architect (this will open in a new tab)
3. Select Bot Flow or Digital Bot Flow from the Architect Flows list
4. Under Natural Language Understanding, click Intents
5. Click Intent to open the Add Intent dialog box

When creating your intent:

• Give it a meaningful name
• Provide a detailed description for context
• Be as specific as possible in your descriptions (For example, instead of "Customer wants to place an order," use "Customer wants to place or modify a coffee order, including specific brew, flavor, size, customizations, and delivery options")

After creating the intent, you can:

• Map it to a new task (you'll need to enter a name for the reusable task)
• Or map it to an existing task (select from previously created tasks)

Note: If you're working with an existing flow that has intents, you'll need to delete them first to generate new ones with Virtual Agent.

------------------------------
richard craig

Original Message:
Sent: 01-06-2026 16:47
From: Jason Kleitz
Subject: Agent Checklists

Hello Richard,

Are you sure that you have all of the prerequisites? The instructions for creating a checklist are a bit different in the Resource Center. I have a link to that article here.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 01-06-2026 05:11
From: richard craig
Subject: Agent Checklists

I am trying to create an Agent Checklist and have followed the steps below.

Here's how to configure Agent checklists in Copilot:

Prerequisites:

• Genesys Cloud CX license (CX 1, 2, 3, or 4) with appropriate add-ons
• Agent Copilot Administrator role

Configuration Steps:

1. Navigate to Menu > Conversation Intelligence > Quality Management > Agent Checklists
2. Create your checklist
3. Associate either a customer or agent intent as a trigger
4. Configure when the checklist appears (at interaction start or based on intent triggers)
5. Add up to seven checklist items
6. Configure items to be checked either manually by agents or automatically through text/voice detection

I cannot see anywhere where I can complete point 3 or point 4 however. Can someone advise me where to configure these elements as the Resource Centre doesn't appear to tell me 

#Unsure/Other

------------------------------
richard craig
------------------------------

Yes I have configured as suggested in the resource centre. If it is AI Checked then you still DONT need an intent adding to the NLU tab in the Copilot ?. How does the AI determine when the phrase is said ?.

Are there any outputs for this and can any results be viewed for agent completion of the checklist ?

Hi Richard,

Each item on the checklist has an option of No Automation or AI Checking. No Automation means manual tick by agent and AI means it will attempt to tick when the appropriate phrases are said. The agent can still untick items.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-08-2026 06:14
From: richard craig
Subject: Agent Checklists

Ok so the checklist appears at the beginning of the call as I have it configured. Is this checklist ticked of automatically as the agent covers the information or does the agent have to tick the checklist off.

Apologies for all the questions however there doesn't seem to be a lot of information on the Resource Centre regarding this.

------------------------------
richard craig

Original Message:
Sent: 01-08-2026 04:33
From: Richard Chandler
Subject: Agent Checklists

If you have the checklist at the start of the call you don't need any Intents as the checklist itself will deal with ticking the items.

You only need the intents if you plan to trigger a checklist (not the individual items) or other action based upon an intent.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-08-2026 03:28
From: richard craig
Subject: Agent Checklists

Ok I think I am nearly there with this. I have added the 2 permissions to the agent profile as below.

• Conversation > Agent Checklist > View
• Conversation > Agent Checklist > Edit

I have added the Checklist to appear at the beginning of the call under the Rules Engine tab in the Agent Copilot and selected the Checklist I have created to display at the beginning of the call.

I can now see the checklist appear in the Genesys UI when the call pops.

Do I need to add ALL the Intents under this NLU tab ? OR is it just the ones which I have selected to be AI Checked ?.

------------------------------
richard craig

Original Message:
Sent: 01-08-2026 03:02
From: Richard Chandler
Subject: Agent Checklists

Hi Richard,

The Intents are in Agent Copilot under Natural Language Understanding then select the checklist against an intent in Rules Engine.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-07-2026 02:45
From: richard craig
Subject: Agent Checklists

Yes I have followed those instructions above. Not sure where I got the other instructions from but it may have been the Orchestrator tool. Are you saying that all I have to do is create upto 7 checklist items as above ?. The there is no further configuration required to make this work ?.

I have created the Agent Checklist with examples from the Resource Centre however I now need to add it to an agent(s) according to Orchestrator it is displayed as follows

Agent checklists are automatically presented to agents in one of two ways:

1. At the start of an interaction
2. When specific intent triggers are detected

The process works like this:

• Administrators create and configure the checklists
• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent
• For conversation-start checklists, they appear after the first transcription message arrives

Agents don't need to manually request checklists - they are automatically allocated based on these predetermined triggers. During interactions, agents can manage their checklists by pinning or collapsing them as needed.

How do I ensure the the following happens

• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent

Do the intents need to be added into Architect as outlined below ?

Here's how to add a new intent in Genesys Cloud:

1. Go to Admin
2. Click on Architect (this will open in a new tab)
3. Select Bot Flow or Digital Bot Flow from the Architect Flows list
4. Under Natural Language Understanding, click Intents
5. Click Intent to open the Add Intent dialog box

When creating your intent:

• Give it a meaningful name
• Provide a detailed description for context
• Be as specific as possible in your descriptions (For example, instead of "Customer wants to place an order," use "Customer wants to place or modify a coffee order, including specific brew, flavor, size, customizations, and delivery options")

After creating the intent, you can:

• Map it to a new task (you'll need to enter a name for the reusable task)
• Or map it to an existing task (select from previously created tasks)

Note: If you're working with an existing flow that has intents, you'll need to delete them first to generate new ones with Virtual Agent.

------------------------------
richard craig

Original Message:
Sent: 01-06-2026 16:47
From: Jason Kleitz
Subject: Agent Checklists

Hello Richard,

Are you sure that you have all of the prerequisites? The instructions for creating a checklist are a bit different in the Resource Center. I have a link to that article here.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 01-06-2026 05:11
From: richard craig
Subject: Agent Checklists

I am trying to create an Agent Checklist and have followed the steps below.

Here's how to configure Agent checklists in Copilot:

Prerequisites:

• Genesys Cloud CX license (CX 1, 2, 3, or 4) with appropriate add-ons
• Agent Copilot Administrator role

Configuration Steps:

1. Navigate to Menu > Conversation Intelligence > Quality Management > Agent Checklists
2. Create your checklist
3. Associate either a customer or agent intent as a trigger
4. Configure when the checklist appears (at interaction start or based on intent triggers)
5. Add up to seven checklist items
6. Configure items to be checked either manually by agents or automatically through text/voice detection

I cannot see anywhere where I can complete point 3 or point 4 however. Can someone advise me where to configure these elements as the Resource Centre doesn't appear to tell me 

#Unsure/Other

------------------------------
richard craig
------------------------------

Yes I have configured as suggested in the resource centre. If it is AI Checked then you still DONT need an intent adding to the NLU tab in the Copilot ?. How does the AI determine when the phrase is said ?.

Are there any outputs for this and can any results be viewed for agent completion of the checklist ?

Hi Richard,

Each item on the checklist has an option of No Automation or AI Checking. No Automation means manual tick by agent and AI means it will attempt to tick when the appropriate phrases are said. The agent can still untick items.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-08-2026 06:14
From: richard craig
Subject: Agent Checklists

Ok so the checklist appears at the beginning of the call as I have it configured. Is this checklist ticked of automatically as the agent covers the information or does the agent have to tick the checklist off.

Apologies for all the questions however there doesn't seem to be a lot of information on the Resource Centre regarding this.

------------------------------
richard craig

Original Message:
Sent: 01-08-2026 04:33
From: Richard Chandler
Subject: Agent Checklists

If you have the checklist at the start of the call you don't need any Intents as the checklist itself will deal with ticking the items.

You only need the intents if you plan to trigger a checklist (not the individual items) or other action based upon an intent.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-08-2026 03:28
From: richard craig
Subject: Agent Checklists

Ok I think I am nearly there with this. I have added the 2 permissions to the agent profile as below.

• Conversation > Agent Checklist > View
• Conversation > Agent Checklist > Edit

I have added the Checklist to appear at the beginning of the call under the Rules Engine tab in the Agent Copilot and selected the Checklist I have created to display at the beginning of the call.

I can now see the checklist appear in the Genesys UI when the call pops.

Do I need to add ALL the Intents under this NLU tab ? OR is it just the ones which I have selected to be AI Checked ?.

------------------------------
richard craig

Original Message:
Sent: 01-08-2026 03:02
From: Richard Chandler
Subject: Agent Checklists

Hi Richard,

The Intents are in Agent Copilot under Natural Language Understanding then select the checklist against an intent in Rules Engine.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 01-07-2026 02:45
From: richard craig
Subject: Agent Checklists

Yes I have followed those instructions above. Not sure where I got the other instructions from but it may have been the Orchestrator tool. Are you saying that all I have to do is create upto 7 checklist items as above ?. The there is no further configuration required to make this work ?.

I have created the Agent Checklist with examples from the Resource Centre however I now need to add it to an agent(s) according to Orchestrator it is displayed as follows

Agent checklists are automatically presented to agents in one of two ways:

1. At the start of an interaction
2. When specific intent triggers are detected

The process works like this:

• Administrators create and configure the checklists
• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent
• For conversation-start checklists, they appear after the first transcription message arrives

Agents don't need to manually request checklists - they are automatically allocated based on these predetermined triggers. During interactions, agents can manage their checklists by pinning or collapsing them as needed.

How do I ensure the the following happens

• They associate these checklists with specific customer or agent intents
• When those intents are detected, the relevant checklist is automatically displayed to the agent

Do the intents need to be added into Architect as outlined below ?

Here's how to add a new intent in Genesys Cloud:

1. Go to Admin
2. Click on Architect (this will open in a new tab)
3. Select Bot Flow or Digital Bot Flow from the Architect Flows list
4. Under Natural Language Understanding, click Intents
5. Click Intent to open the Add Intent dialog box

When creating your intent:

• Give it a meaningful name
• Provide a detailed description for context
• Be as specific as possible in your descriptions (For example, instead of "Customer wants to place an order," use "Customer wants to place or modify a coffee order, including specific brew, flavor, size, customizations, and delivery options")

After creating the intent, you can:

• Map it to a new task (you'll need to enter a name for the reusable task)
• Or map it to an existing task (select from previously created tasks)

Note: If you're working with an existing flow that has intents, you'll need to delete them first to generate new ones with Virtual Agent.

------------------------------
richard craig

Original Message:
Sent: 01-06-2026 16:47
From: Jason Kleitz
Subject: Agent Checklists

Hello Richard,

Are you sure that you have all of the prerequisites? The instructions for creating a checklist are a bit different in the Resource Center. I have a link to that article here.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 01-06-2026 05:11
From: richard craig
Subject: Agent Checklists

I am trying to create an Agent Checklist and have followed the steps below.

Here's how to configure Agent checklists in Copilot:

Prerequisites:

• Genesys Cloud CX license (CX 1, 2, 3, or 4) with appropriate add-ons
• Agent Copilot Administrator role

Configuration Steps:

1. Navigate to Menu > Conversation Intelligence > Quality Management > Agent Checklists
2. Create your checklist
3. Associate either a customer or agent intent as a trigger
4. Configure when the checklist appears (at interaction start or based on intent triggers)
5. Add up to seven checklist items
6. Configure items to be checked either manually by agents or automatically through text/voice detection

I cannot see anywhere where I can complete point 3 or point 4 however. Can someone advise me where to configure these elements as the Resource Centre doesn't appear to tell me 

#Unsure/Other

------------------------------
richard craig
------------------------------