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  • 1.  Copilot

    Posted 30 days ago

    Does copilot work with email interactions.  I have added an email queue to copilot and have selected words in the subject line and body. Copilot does not seem to react to those words whereas messaging and voice work fine. 


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Martin Bunting
    i3Vision Technologies Inc.SC
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  • 2.  RE: Copilot

    Posted 30 days ago

    Thanks for asking this Martin, I had been meaning to make a similar post recently.  I've had the same findings you do.  It seems that while the copilot widget happily shows up for email interactions, it doesn't do anything, including no summarisation.  Now I'm starting to wonder how copilot would actually handle email that could be quite lengthy and have several intents or article triggers in it as opposed to voice or messaging which is dealing with essentially a phrase at a time.  I also don't see anything obvious on either the copilot roadmap or the ideas site that looks like email is being developed.



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    Vaun McCarthy
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    Original Message


  • 3.  RE: Copilot

    GENESYS
    Posted 27 days ago

    Hi Martin, It should work for email.  

    Have you checked that you have the prerequisites for the email agents to access copilot Permissions and roles for Genesys Agent Copilot

    If you believe its all configured correctly, then I would raise a case with support to verify the configuration and check why its not detecting the selected words



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 4.  RE: Copilot

    Posted 27 days ago

    There is no specific permission for email vs. voice or messaging that I can see, so my thinking is that if it works for Voice and Messaging, it should work for Email. I have tried again after verifying all permissions are in place, but I am not seeing any results. I will place a ticket with Genesys and see what they say. Thanks.



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    Martin Bunting
    i3Vision Technologies Inc.SC
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    Original Message


  • 5.  RE: Copilot

    Posted 26 days ago
    Hi Sam, could you please send me a link that specifically lists email as being supported by copilot?  I'm in the same boat as Martin and yet to find anybody that actually has it working for that.  While it uses the term "digital" it would appear its messaging only, with no road map mention of email.


    Sensitivity Label: General




    Original Message


  • 6.  RE: Copilot

    Posted 26 days ago

    I have created a ticket with Genesys and sent in a Network Log and Interaction ID, as requested. I will update everyone on the results. 



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    Martin Bunting
    i3Vision Technologies Inc.SC
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    Original Message


  • 7.  RE: Copilot
    Best Answer

    GENESYS
    Posted 10 days ago

    Hi Martin, 

    Was just checking back through and see that your case was closed stating that email is not supported.  I will make a request to the documentation team to clarify this on the resource center.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 8.  RE: Copilot

    Posted 10 days ago

    Thanks, Sam. In the meantime, I have created an Idea in the Idea Portal to add Copilot for email interactions.



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    Martin Bunting
    i3Vision Technologies Inc.SC
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    Original Message


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