Genesys Cloud - Main

Hi all, 

Do you know if it's possible to use Copilot only for the summary feature and hide the lightbulb so users cannot access the knowledge base?

And in that case, is the token usage the same?

I have agents who need the conversation summary, but I don't want to give them access to the knowledge base. 

#AICopilot(Agent,SupervisorAdmin)

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Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
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Hi Catherine,

I believe there isn't a way to hide only the lightbulb icon through permissions while keeping the summary feature active. There is no specific permission that allows you to separate the UI visibility of the knowledge access from the rest of Agent Copilot functionality.

Even if you remove Knowledge permissions, the lightbulb will still appear in the interface.

That said, the closest workaround (and what I would recommend) is exactly what you're thinking:

• Create a dedicated Copilot configuration with no Knowledge Base attached (or with an empty KB).
• Disable the rule "When no rule applies, show a knowledge base."
• Keep only the post-interaction features enabled (Conversation Summary and wrap-up suggestion).

With this setup, the lightbulb will still be visible in the UI, but Copilot will not return knowledge suggestions. It will effectively function only for post-processing (summary and tabulation suggestions).

Regarding token usage:
Yes, it will still consume tokens.

Conversation summaries and wrap-up suggestions require LLM processing, so token consumption will occur even without a Knowledge Base. However, by removing knowledge search and generated article responses, you should reduce overall token usage compared to a full Copilot configuration.

So in short:
• You can't hide the lightbulb via permissions.
• You can configure Copilot to behave as "summary-only."
• Tokens will still be consumed, but likely at a lower volume.

Hope this helps!

Hi all, 

Do you know if it's possible to use Copilot only for the summary feature and hide the lightbulb so users cannot access the knowledge base?

And in that case, is the token usage the same?

I have agents who need the conversation summary, but I don't want to give them access to the knowledge base. 

Hi Matheus.

Thanks a lot for your answer. 

Hi Catherine,

I believe there isn't a way to hide only the lightbulb icon through permissions while keeping the summary feature active. There is no specific permission that allows you to separate the UI visibility of the knowledge access from the rest of Agent Copilot functionality.

Even if you remove Knowledge permissions, the lightbulb will still appear in the interface.

That said, the closest workaround (and what I would recommend) is exactly what you're thinking:

• Create a dedicated Copilot configuration with no Knowledge Base attached (or with an empty KB).
• Disable the rule "When no rule applies, show a knowledge base."
• Keep only the post-interaction features enabled (Conversation Summary and wrap-up suggestion).

With this setup, the lightbulb will still be visible in the UI, but Copilot will not return knowledge suggestions. It will effectively function only for post-processing (summary and tabulation suggestions).

Regarding token usage:
Yes, it will still consume tokens.

Conversation summaries and wrap-up suggestions require LLM processing, so token consumption will occur even without a Knowledge Base. However, by removing knowledge search and generated article responses, you should reduce overall token usage compared to a full Copilot configuration.

So in short:
• You can't hide the lightbulb via permissions.
• You can configure Copilot to behave as "summary-only."
• Tokens will still be consumed, but likely at a lower volume.

Hope this helps!

Hi all, 

Do you know if it's possible to use Copilot only for the summary feature and hide the lightbulb so users cannot access the knowledge base?

And in that case, is the token usage the same?

I have agents who need the conversation summary, but I don't want to give them access to the knowledge base.