It's the little details that always trip me up :-)
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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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Original Message:
Sent: 07-13-2025 19:47
From: Kaspar Thacker
Subject: Agent Copilot within Genesys-Salesforce CTI Adapter
Thanks George - that's what I'm looking for! I hadn't enabled the scripting correctly on the test queue. Cheers.
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Kaspar Thacker
na
Original Message:
Sent: 07-11-2025 09:22
From: George Ganahl
Subject: Agent Copilot within Genesys-Salesforce CTI Adapter
Agent Copilot is accessed by clicking the Script icon in the upper right of the call window then clicking the Copilot icon:
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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
Original Message:
Sent: 07-10-2025 19:46
From: Kaspar Thacker
Subject: Agent Copilot within Genesys-Salesforce CTI Adapter
Hello!
Our agents are currently managing all contacts through the Genesys Cloud CTI Adapter | CTI, Omni-Channel, HVS, Dialer | Salesforce AppExchange
Like many folks, we are now on AI Tokens and want to enable Genesys Agent Copilot for agents to use call summarisation, knowledge surfacing etc.
I can't seem to find any resources about how to enable Copilot within the above CTI adapter. I can only see instructions for Configure Genesys Cloud CX Embeddable Component for Agent Copilot - Genesys Cloud Resource Center, which requires a different embedded framework.
Does anyone know if Copilot can be accessed through the original CTI adapter?
Thank you
#EmbeddableFramework
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Kaspar Thacker
na
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