Genesys Cloud - Main

Hi   Does Copilot provide email summary,sentiment and wrapup code , if yes is it only after disconnecting the interaction or before. One of our client is using bedrock for identifying the  intent  for routing and  email summary, I see that intent base email routing already available in genesys , wanted to know summary , wrapup code and sentiment?

#ArchitectandDesign

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kranthi Muppa
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Hi Kranthi,

Yes, Genesys provides AI-generated email summaries and sentiment natively through Speech & Text Analytics. For email interactions, both summary and sentiment are typically available after the interaction is completed and processed (usually within 1–2 minutes post-disconnect).

Copilot can also suggest wrap-up codes based on the interaction context, but the agent must still select and submit the wrap-up code. It is not automatically assigned by default.

Hope this helps, happy for others in the community to add or clarify further if needed

My understanding is that Copilot for email interactions is still in development. Copilot for messaging and voice interactions are GA but email I am not sure.

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Martin Bunting
New Era Technology
Senior Solutions Consultant
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Original Message:
Sent: 03-17-2026 05:24
From: Phaneendra Avatapalli
Subject: Does Copilot provide email summary,sentiment and wrapup code?

Hi Kranthi,

Yes, Genesys provides AI-generated email summaries and sentiment natively through Speech & Text Analytics. For email interactions, both summary and sentiment are typically available after the interaction is completed and processed (usually within 1–2 minutes post-disconnect).

Copilot can also suggest wrap-up codes based on the interaction context, but the agent must still select and submit the wrap-up code. It is not automatically assigned by default.

Hope this helps, happy for others in the community to add or clarify further if needed