Awesome. Thanks for checking all that. With one configuration I would think both agents have the same configuration. A few other things we can check is make sure call recording is enabled on the external trunk and make sure there are not any secure pause segments or secure call flows that might be interrupting the recording.
After that I recommend opening a support case to investigate why the summaries are not being generated properly. They will be able to dig in to your org and logs in a way that we cannot do here on a public forum.
Original Message:
Sent: 02-04-2026 08:40
From: Serge Mol
Subject: Transfer Summary not visible
Thx for your reply Cameron.
I checked the configuration and don't see issue. Transcription is enabled since I can see it in the Analytics dashboard, my queue is configured with a default language which is the same than my call and I only have one copilot configuration
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Serge Mol
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Original Message:
Sent: 02-04-2026 08:25
From: Cameron Tomlin
Subject: Transfer Summary not visible
Hello Serge,
What you are experiencing is not expected behavior. According to the documentation, when virtual agents transfer conversations to human agents, transfer summaries should be available to all licensed agents with agent copilot.
For the API retrieval the behavior your describing suggests there is an issue with the configuration of agent copilot or the transfer handling process.
You may want to check that the agent copilot is properly configured for the queue and transcription is enabled (this is required for copilot to function). Also the queue must be configured for a single language in order for copilot to work properly, so you may want to check that. Last thing you could check would be to make sure all agents have the same agent copilot configurations.
Hope this helps!
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 02-04-2026 08:05
From: Serge Mol
Subject: Transfer Summary not visible
Hello,
I have some questions about the Transfer Summary feature in Copilot.
We are using a Virtual Agent (DialogFlow CX), and calls are transferred to agents in a specific queue where Copilot is enabled. When the first agent receives the call, no summary is shown. Is this expected behavior?
Then, when the agent transfers the call, a summary appears during After Call Work. The agent validates it and closes the interaction. However, when the second agent receives the call, no summary is available, even though the transfer occurs within the same queue and both agents have Copilot licenses.
When using the API to retrieve the summary, only the summary created by the first agent is returned-there is no summary generated by the virtual agent and no global summary.
#AICopilot(Agent,SupervisorAdmin)
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Serge Mol
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