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  • 1.  Agentic Virtual Agents - conversation summaries

    Posted 20 days ago

    I'm working with Agentic Virtual Agents in Genesys Cloud and have a question about conversation summaries.

    I understand that Virtual Agents can automatically generate a summary and show it to the agent during escalation, and that it can also be retrieved via APIs.

    However, I'm not clear on the following:

    Is it possible to access the conversation summary inside Architect (e.g., as a variable or participant data)?
    Or configure it to be automatically displayed to the human agent on transfer without relying on Agent Assist / Agent Copilot?

    Any guidance, best practices, or workarounds (Data Actions, APIs, workflows, etc.) would be greatly appreciated


    #Architect

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    Juan Bahamon
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  • 2.  RE: Agentic Virtual Agents - conversation summaries

    Posted 20 days ago

    I haven't tested it with Agentic, but you can get Co-Pilot summaries with the API below so I would check if the AVA summary is there as well

    get /api/v2/conversations/{conversationId}/summaries


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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


  • 3.  RE: Agentic Virtual Agents - conversation summaries

    Posted 20 days ago

    Hi,

    I haven't worked with Agentic Virtual Agents yet, but based on my understanding, the summary is not exposed directly as a native Architect variable during the live flow.

    The API mentioned above looks like the right place to check, and Genesys also documents a workflow-based retrieval option here:
    https://help.genesys.cloud/articles/retrieve-the-conversation-summary-and-wrap-up-code-that-virtual-agent-generates-for-a-bot-interaction/

    For agent display, it looks like you would either use the built-in Virtual Agent conversation summary display or build a workaround to surface it elsewhere, such as CRM, participant data, or an agent script, depending on timing.

    Hope this helps, and someone who has implemented Agentic Virtual Agents can add more from hands-on experience.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


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