It sounds like you are saying that for the same user when logging into the Web UI client for Genesys Cloud you do see the copilot button for calls on a queue, but when you are in the Embedded Client in Salesforce the same user with a call on the same queue does not see the Agent Copilot button in the Script iFrame?
I'll take a look at my own setup and see if I can replicate that. The Copilot icon should just show up.
Original Message:
Sent: 04-09-2026 06:01
From: Devanand Gawande
Subject: Agent Copilot within Genesys-Salesforce CTI Adapter
@George Ganahl We are trying to implement the same solution for our project, where we are enabling the copilot for live transcription in salesforce.
Facing below challenges, looking forward for possible solution on this.
1)We enabled Agent Copilot settings and required permissions under Genesys Admin. When we are testing it, on individual Genesys Phone the Copilot option is showing up, however the same WebRTC is enabled on salesforce still it's not reflecting while conduiting testing on CRM. What could be missing here?
2)We tried approach of creating Genesys script, added button on it however couldn't figure it how to get attach copilot on it.
3)We cross validated CTI Adapter salesforce licenses and packages, on CRM side do we need to enable the Copilot, if so, can you guide how we can do it.
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Devanand Gawande
Architect
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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