Genesys Cloud - Main

Hi everyone,

We're currently testing Genesys Agent Copilot with voice interactions and have noticed inconsistent behaviour between inbound and outbound calls.

We are using the same intent for both inbound and outbound interactions, the same Copilot rule configuration, and the same queue (is used for making outbound calls from that queue & taking inbound calls on the same queue).

Inbound voice interactions:

• Copilot intent detection works.

• Articles display correctly.

• Checklist renders correctly.

• Script loads as expected via the Copilot rules engine.

Outbound voice interactions:

• Copilot intent detection works.

• Articles display correctly.

• However, Script navigation does not occur.

• Checklist does not render.

• Script does not load via Copilot rules engine.

The following are identical between inbound and outbound scenarios:

• Script is assigned at queue level.

• Intent and rule configuration are the same.

• The same intent is used for both inbound and outbound.

So Copilot is clearly firing (since articles appear), but script- and checklist-related actions are not executing during outbound interactions.

Has anyone observed differences in how Copilot handles script or checklist actions for outbound voice interactions? Am I missing something here?

Appreciate any insights.

#AICopilot(Agent,SupervisorAdmin)

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Phaneendra
Technical Solutions Consultant
Monash University
Australia
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Hello Phaneendra,

I checked internally and I did not see anything related to an issue like this. I would recommend re-checking your settings and then reaching out to Product Support with some examples for further investigation. If you do, please share the case number with me so that I can monitor the issue internally as well.

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Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 03-03-2026 07:29
From: Phaneendra Avatapalli
Subject: Copilot Script & Checklist Actions Work for Inbound but Not Outbound Voice

Hi everyone,

We're currently testing Genesys Agent Copilot with voice interactions and have noticed inconsistent behaviour between inbound and outbound calls.

We are using the same intent for both inbound and outbound interactions, the same Copilot rule configuration, and the same queue (is used for making outbound calls from that queue & taking inbound calls on the same queue).

Inbound voice interactions:

• Copilot intent detection works.

• Articles display correctly.

• Checklist renders correctly.

• Script loads as expected via the Copilot rules engine.

Outbound voice interactions:

• Copilot intent detection works.

• Articles display correctly.

• However, Script navigation does not occur.

• Checklist does not render.

• Script does not load via Copilot rules engine.

The following are identical between inbound and outbound scenarios:

• Script is assigned at queue level.

• Intent and rule configuration are the same.

• The same intent is used for both inbound and outbound.

So Copilot is clearly firing (since articles appear), but script- and checklist-related actions are not executing during outbound interactions.

Has anyone observed differences in how Copilot handles script or checklist actions for outbound voice interactions? Am I missing something here?

Appreciate any insights.

#AICopilot(Agent,SupervisorAdmin)

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------