Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Agent Copilot – "Conversation Ends" trigger: real production use cases?

  • 1.  Agent Copilot – "Conversation Ends" trigger: real production use cases?

    Posted 2 hours ago
    Edited by Mateus Nunes 2 hours ago

    Hi everyone,

    I'd like to open a discussion around the "Conversation Ends" trigger in Agent Copilot.

    From my understanding and tests, this trigger is fired only after the agent enters after-call work (wrap-up). Because of that, it enables post-interaction actions such as:

    • Displaying a checklist

    • Triggering a script action

    • Suggesting knowledge articles

    • Showing canned responses

    In practice, this makes the trigger purely post-interaction, which significantly limits its applicability during the live conversation.

    Based on this behavior, it seems to fit best for scenarios like:

    • Compliance or QA checklists

    • Mandatory post-call actions

    • Scripted automation during wrap-up

    For us, this is actually the reason we haven't used this trigger in production yet - the use cases are quite specific, and many Copilot value scenarios happen earlier in the interaction.

    That said, I'm curious to learn from the community:

    • Is anyone using the Conversation Ends trigger in a real production case?

    • How are you applying it (checklists, scripts, downstream integrations, etc.)?

    • Any lessons learned or limitations you've encountered?

    Looking forward to hearing real-world experiences.

    Thanks!


    #AICopilot(Agent,SupervisorAdmin)

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



Related Content