Configure Genesys Agent Copilot rules

Rules engine tab

Set rules to enable the Agent Copilot that you want to activate when the determined trigger occurs in the conversation. Set a trigger and an action for every rule. https://help.dev-genesys.cloud

A fallback rule lets the Agent Copilot search the knowledge base in case no defined rule triggers exist. If no other rule applies, the Agent Copilot offers knowledge base articles to agents during their conversations with the customers.

To set up a rule:

1. Click New rule.
2. Select a rule trigger for When this happens. Choose from:
   • Conversation starts
   • Conversation transfers
   • Conversation ends
   • An Intent
     
     Notes:

     • The transfer rule affects the agent who receives the call.
     • Always save your Agent Copilot configuration when you have new, defined intents.
3. Select an Agent Copilot action from Display this to the agent:
   • Knowledge article: Genesys Cloud directly ties the selected knowledge article to the chosen rule trigger. Start typing to access the available knowledge articles.
     
     Example:
     
     The selected rule trigger is Order Pizza, and the selected knowledge article is Pizza delivery. If the Agent Copilot detects the Order Pizza intent in the agent’s messages, it automatically suggests the Pizza delivery knowledge article to the agent.
   • Canned response:  Genesys Cloud directly ties the selected canned response to the chosen rule trigger. Start typing to access the available canned responses.
     
     Example:
     
     The selected rule trigger is Coffee grinder, and the selected canned response is How to grind coffee. If the Agent Copilot detects the Coffee grinder intent in the agent’s messages, it automatically suggests the How to grind coffee canned response to the agent.
   • Script: Search for the script and the script page you want to set. Genesys Cloud directly ties the selected script page to the chosen rule trigger. For more information, see About scripting.
     
     Note: Genesys Cloud can only suggest the default script for the assigned queue, but you can select a script page from any defined scripts. Script page suggestions only work for the script that is assigned to the queue. 
4. Click Add rule. The rule appears in the Rules engine list.
   1. You can set the rules engine to let only the customer or only the agent trigger a respective rule. Click the Edit button at the rule that you want to edit, and set Customer or Agent at Triggered by. 
      
      Example:
      
      The selected rule trigger is Coffee grinder, and the selected canned response is How to grind coffee. You set Triggered by in the rule’s settings to Customer only. If the Agent Copilot detects the Coffee grinder intent in the customer’s messages, it automatically suggests the How to grind coffee canned response to the agent.
5. Click Save Copilot.