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. 

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. 

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

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. 

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

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. 

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

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. 

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. 

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

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. 

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.

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. 

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

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. 

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

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.

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. 

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

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.