Hi @Chirag Shrivastava,
Okay, I understand the use case now. You're looking to capture the exact payload/content that Agent Copilot suggested during the interaction, correct? This is a really interesting use case.
Have you explored the Genesys WebSocket/Notification events for Agent Copilot suggestions?
One possible approach could be to subscribe to the relevant Copilot suggestion topics, listen for the events in real time, and then store the suggestions in an external database or another suitable storage mechanism for reporting and audit purposes. This would require some custom development/engineering.
The events I came across that may be relevant are:
v2.conversations.{id}.suggestions.knowledge.searchv2.conversations.{id}.suggestions.responsev2.conversations.{id}.suggestions.intent
I haven't implemented this approach myself yet, so I don't want to say for certain that these events will contain the complete suggestion payload. However, I think it could be worth exploring for your requirement.
If you're interested in exploring this further, I'm happy to spend some time looking into it with you and help validate what information we can actually capture from these events. We could start with a small test and take it from there.
I've also attached a screenshot showing the available Agent Copilot WebSocket events for reference.
------------------------------
Arjun Das T P
Engineer
Feebak Suite of products - Genesys Cloud
https://feebak.com/------------------------------
Original Message:
Sent: 10-05-2026 05:09
From: Chirag Shrivastava
Subject: Is there a way to retrieve historical Agent Copilot knowledge suggestions for reporting purposes?
Thanks @ARJUN T P, I appreciate the creative suggestion to leverage Custom AI Summarization. While that is a smart approach for general trend analysis, it unfortunately won't meet our core requirements. Because of our strict compliance and audit guidelines, we are strictly focused on capturing the exact Q&A content generated by Copilot that was actively displayed on the agent's screen. We require the precise historical payload rather than inferred or summarized post-interaction data. Thanks again for helping us think through this!
------------------------------
Chirag
------------------------------
Original Message:
Sent: 10-03-2026 13:02
From: ARJUN T P
Subject: Is there a way to retrieve historical Agent Copilot knowledge suggestions for reporting purposes?
Hi Chirag, @Chirag Shrivastava
Hope you're doing well. I really liked how clearly and in detail you explained the use case.
To the best of my knowledge, there currently doesn't appear to be a native way to retrieve the historical Agent Copilot answer selections or the exact Q&A content suggested during an interaction.
Based on your requirements, I see three main areas: compliance, reviewing the accuracy of the suggestions, and knowledge base optimization.
For the latter two, one possible approach could be to leverage the interaction summary. With Custom AI Summarization, structured information can be generated and retrieved through the available public APIs.
Depending on how the summary is configured, information such as key topics discussed, important phrases, interaction context, and sentiment could be captured. This would not provide the original Copilot suggestion itself, but it could provide useful interaction-level data for analysis.
Would this type of information help address your accuracy review and knowledge base optimization requirements?
If you can share a little more about what you would ideally like to see in the post-interaction report, I'd be happy to think through what could be captured and how it could be approached.
------------------------------
Arjun Das T P
Engineer
Feebak Suite of products - Genesys Cloud
https://feebak.com/
------------------------------