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Hi,

We have a customer who has recently integrated Genesys Cloud with Dynamics 365 using a third-party connector. They are experiencing an issue where Agent Co-Pilot does not automatically load/pop up when an interaction begins.

Currently, agents must manually open the Co-Pilot script from the embedded client, which isn't ideal as the customer conversation is often already underway by the time the script is opened.

• Is this expected behaviour with the current embedded framework?

• Is this something that is expected to be addressed in the upcoming embedded framework UI updates?

• Are there any recommended interim workarounds or best practices (e.g. pop-out windows, embedding options, or agent workflows) to ensure Co-Pilot is available from the start of the interaction?

Any insights or experiences from similar implementations would be greatly appreciated.

Regards,

Rohit

Hi Rohit

On the Embeddable Framework it doesnt open copilot automatically, you will need to either click on the scripts button to open the Interaction Window or you have the option to pop and show that interaction window whenever you like. Even keep it open and loaded constantly.

Since you are using a third-party connector, it is the responsibility of that third-party connector provider to build this experience. In theory they could pop automatically or be present always.

In the future, we are planning to make Copilot available as a standalone component that can be placed on your UI. This is part of the Composable Desktop SDK initiative that will be available to all customers later this year.

Thanks

Thomas

Hi Thomas,

We have a response from our vendor 'Softphone' as follows:

"Co-pilot features are provided by Genesys Cloud in the embeddable Framework widget through a dedicated window called "InteractionWindow".

Because this window is hosted by Genesys Cloud itself, we have no control over it. So what we can do is just to establish the way we open it (outside as a different pop-up or embedded into an iframe).

Currently, this window doesn't offer an API to programmatically focus a specific tab on it."

I'm particularly interested in understanding whether, with the current embedded framework, a third-party vendor can:

• Pop out the Agent Co-Pilot as a separate window, or

• Pop out the Interaction window utility and keep it open, and load constantly

Additionally, you mentioned that Co-Pilot will be available as a standalone component. Could you please elaborate on how this would help in the current scenario, specifically in addressing the auto-load / visibility challenge at the start of an interaction?

Looking forward to your insights.

Thanks,

Rohit