Genesys Cloud - Main

Hi everyone,

This is my first post, and typically I can find answers from others, but I am really stumped here.

Is there any possible way to have the AI Copilot summaries auto-populate within the notes of an interaction for an agent? I'm not quite sure if there a flow I can create in architect or if it cannot be done

My goal is to have this automatically populate and have representatives see these summaries built out within customer journey.

Any insights or answers are greatly appreciated 😁

Thank you,

Hi Devin, 

You don't need to create a flow in Architect. Instead, if you enable an Agent Copilot on a queue, conversation summarization automatically prepares summaries of conversations between agents and customers. Administrators create and manage summarization configurations through AI Studio Summaries and apply them to Agent Copilots. This enables representatives to see summaries built out within the customer journey automatically after interactions complete.

Here's the documentation I find about this: copilot settings and customizable summaries

I hope this helps you.

Hi Devin,

Just adding to what Camila already said, I don't think there is a native option to automatically copy the Agent Copilot summary into the Genesys interaction Notes field.

However, you can automate sending the Copilot summary to an external CRM or another system using a Process Automation Trigger + Workflow + API.

A common pattern is:

Conversation ends → Trigger → Workflow → GET /api/v2/conversations/{conversationId}/summaries → Write summary to CRM/external system

For example, you can trigger on:

v2.detail.events.conversation.{id}.customer.end

Then use the conversation ID in the Workflow to retrieve the Copilot summary and pass it to your CRM or another destination.

Hope this helps!

As per I know yes, Genesys Cloud Agent Copilot generates AI summaries during after-call work (ACW) or on-demand, but it does not natively push/auto-populate that text into the standard interaction "Notes" field without an agent or automated action handling it.

Current Behavior & Workarounds

• Manual Review & Copy: Agents typically review the generated summary in the Copilot panel, edit it if needed, and manually copy-paste it or save it into the system of record.
• On-Demand Summaries: Agents can generate summaries mid-call or during wrap-up in an editable box, which persists into ACW for easier transfer to notes.
• CRM / External Sync: Organizations frequently use Genesys Cloud Data Actions to automatically sync these AI-generated summaries directly to external CRM notes or a system of record rather than the native Genesys interaction note field.

Hi Devin,

Interesting use case.

My understanding is that Genesys Cloud Copilot summaries are primarily designed as agent assistance and post-interaction summaries, but I don't believe there is currently a native setting that automatically writes the Copilot-generated summary directly into the interaction notes field for agents without additional customization.

A few things I would investigate:

• How the Copilot summary is exposed within the agent workspace.
• Whether the summary is available through an API that could be consumed by a custom integration.
• If Journey Management or Customer Journey views can surface the Copilot summary directly rather than copying it into notes.
• Whether a workflow using Architect, Data Actions, or Genesys Cloud APIs could retrieve and store the summary in another location after the interaction completes.

One thing to keep in mind is that Architect typically orchestrates interaction logic and workflows, but it doesn't usually have direct access to every UI feature available in the agent desktop. So the determining factor will likely be whether the Copilot summary is exposed through an API or another supported integration point.

If your ultimate goal is:

"When an agent opens Customer Journey, they automatically see the AI-generated summary for previous interactions"

then I would first look at whether the summary is already stored as conversation data that can be surfaced, rather than trying to write it into notes.

I'd be curious to hear if anyone has implemented this already. It sounds like a great use case for reducing after-call work and giving agents quick context on returning customers. 😊

Thanks,