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Agentic Virtual Agents - conversation summaries

  • 1.  Agentic Virtual Agents - conversation summaries

    Posted 3 hours 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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