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?

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