Our internal stakeholders are excited for checklists. ID&V seems like a good obvious candidate, but we still need to work through other use cases. It would be good to get some guidance on this from Genesys.
Original Message:
Sent: 09-10-2025 09:08
From: Amanda Halpin
Subject: Exploring Genesys CoPilot Next Best Action, Guided Flows and Checklists - Insights Wanted
Hi Deepa,
I think canned responses are beneficial for agent, regardless of channel, especially for less tenured agents.
Checklists is also going to be very useful for agents.
Best,
Amanda
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Amanda Halpin
EMEA Strategic Solutions Lead
Original Message:
Sent: 09-10-2025 08:37
From: Deepa Galaiya
Subject: Exploring Genesys CoPilot Next Best Action, Guided Flows and Checklists - Insights Wanted
Thanks Amanda, I can see the value of canned responses for webchat. Is this relevant to voice channel as well?
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Deepa Galaiya
Product Owner, Customer Interactions
Original Message:
Sent: 09-10-2025 06:29
From: Amanda Halpin
Subject: Exploring Genesys CoPilot Next Best Action, Guided Flows and Checklists - Insights Wanted
Hi Deepa,
Process steps will be made easier to render to agents once we launch Agent Guides.
Next best action is where you set a rule- when this intent is detected, show this article/canned response/script. Conversation events can also be rules.
Agent Guides, on the other hand, will be another type of action that can be triggered.
Many of our customers find value in triggering canned responses for conversation start and end. I'd suggest reaching out to your customer success manager who could schedule a call with you to review your specific business needs and make a recommendation on based on your specific use case, business needs etc.
Thanks,
Amanda
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Amanda Halpin
EMEA Strategic Solutions Lead
Original Message:
Sent: 09-09-2025 17:55
From: Deepa Galaiya
Subject: Exploring Genesys CoPilot Next Best Action, Guided Flows and Checklists - Insights Wanted
Thanks Amanda,
Appreciate your reply. Our KB articles currently contain FAQ as well as process steps, so this could be an opportunity to simplify.
Can you also clarify what the difference between Next Best Action and Guided flows is?
Are these both distinct features within the Genesys CoPilot suite?
Does Genesys have a recommended approach on which of the CoPilot features to implement next after Auto sum & predictive wrap codes to add the most value?
Cheers,
Deepa
------------------------------
Deepa Galaiya
Product Owner, Customer Interactions
Original Message:
Sent: 09-09-2025 09:52
From: Amanda Halpin
Subject: Exploring Genesys CoPilot Next Best Action, Guided Flows and Checklists - Insights Wanted
Hi Deepa,
Knowledge surfacing and checklists are both tools for agents to be utilised at different stages of the interaction.
Knowledge surfacing is to help the agents access information that's relevant to their conversation with their customer quickly. FAQ's asked by customers during is a great example of this.
In contrast, a checklist is a reminder for agents to complete certain tasks during a call. An example of a checklist could be
- Confirm the customers account ID
- Discuss upgrades with the customer
- Ask the customer to take the survey at the end of the conversation
Agent Guides, when released next year, is mainly for procedures that agents need to complete during an interaction.
Lots of aids for agents, all powered by AI.
Best,
Amanda
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Amanda Halpin
Agent Copilot Product Manager @ Genesys
Original Message:
Sent: 09-09-2025 07:40
From: Deepa Galaiya
Subject: Exploring Genesys CoPilot Next Best Action, Guided Flows and Checklists - Insights Wanted
Thanks Amanda, I am interested in understanding the use cases for this feature? Do you have any examples?
We have also been looking into Knowledge surfacing, and it seems like there is some overlap with this feature.
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Deepa Galaiya
Product Owner, Customer Interactions
Original Message:
Sent: 09-08-2025 03:59
From: Amanda Halpin
Subject: Exploring Genesys CoPilot Next Best Action, Guided Flows and Checklists - Insights Wanted
Hi George,
Checklists is targeted for Q4 and there was an announcement on the feature last week: https://help.mypurecloud.com/announcements/agent-checklists-in-copilot/
Guided flows is targeted for H1 2026 so at this stage it's too early to provide documentation or announcements on that feature.
Thanks,
Amanda
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Amanda Halpin
EMEA Strategic Solutions Lead
Original Message:
Sent: 09-07-2025 08:39
From: George Ganahl
Subject: Exploring Genesys CoPilot Next Best Action, Guided Flows and Checklists - Insights Wanted
Can you point to the documentation/announcement you see regarding Guided Flows and Checklists as they relate to Agent Copilot, just to make sure we are on the same page?
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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
Original Message:
Sent: 09-05-2025 20:55
From: Deepa Galaiya
Subject: Exploring Genesys CoPilot Next Best Action, Guided Flows and Checklists - Insights Wanted
Hi everyone,
We have recently rolled out Genesys CoPilot Auto Summary and Predictive Wrap Codes and are keen to unlock even more value from our AI tokens.
I would love to hear your insights, tips, or lessons learned!
I'm looking to learn more about the following additional Agent CoPilot features:
- Next Best Actions
- Guided Flows
- Checklists
A few questions for the community:
- Are these features distinct or do they overlap?
- What dependencies should we be aware of?
- Is setup effort significant?
- Do they require API integrations?
- Any early adopters willing to share their experience?
Many thanks in advance!
Deepa
#ConversationalAI(Bots,AgentAssist,etc.)
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Deepa Galaiya
Product Owner, Customer Interactions
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