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We have developed a custom client application that integrates the Genesys Cloud Embeddable Framework and communicates with our custom CRM. In the embedded interaction window, the Co-Pilot view is displayed in a very limited space and cannot be expanded. Since we need to display large articles and canned responses, this limitation affects usability. After checking with Genesys Cloud Support, we were informed that currently there is no option to expand the Co-Pilot view within the embedded window. As a workaround, they suggested creating a separate application for Co-Pilot using the Platform API.

We are currently developing a client-side application for Co-Pilot features using the Genesys Cloud Platform API Client SDK for JavaScript, aiming to render content in an expanded view.

https://developer.genesys.cloud/blog/2024-12-02-agent-copilot/

While converting the API response into HTML for rendering in our custom UI, we encountered inconsistencies in visual output-particularly with nested blocks. These inconsistencies make both validation and rendering more complex.

We have attached a sample JSON response for your reference and would appreciate your help with the following:

1. Does Genesys use any open-source library to render or convert the Co-Pilot response to HTML?
   If yes, could you please share the details?

2. Regarding the API call below, which is triggered when an article is displayed:
   POST /api/v2/knowledge/guest/sessions/{sessionId}/documents/{documentId}/views

   • Does this API return or trigger any event that includes the rendered HTML content?

API Reference:
Genesys Developer Center – API Explorer

We noticed that the API response structure is fairly constrained and well-formed, but rendering challenges still persist.

Attachment(s)

Test_Article_JSON.txt   51 KB 1 version