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  • 1.  Copilot Script & Checklist Actions Work for Inbound but Not Outbound Voice

    Posted 03-03-2026 07:30
    Edited by Phaneendra Avatapalli 03-03-2026 07:41

    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
    ------------------------------



  • 2.  RE: Copilot Script & Checklist Actions Work for Inbound but Not Outbound Voice
    Best Answer

    Posted 03-03-2026 17:13

    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.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Copilot Script & Checklist Actions Work for Inbound but Not Outbound Voice

    Posted 03-03-2026 17:26
    Edited by Phaneendra Avatapalli 03-03-2026 17:26

    Hi Jason,

    Thank you for checking on this I will double check all the settings and raise a case if needed.



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

    Original Message


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