Genesys Agent Copilot can summarize email interactions on demand. Agents can generate summaries for long, multi-agent email conversations, reopened cases, reassignments, escalations, and merged threads. The summaries appear directly in the Agent Copilot panel, which allows agents to understand customer context and unresolved questions without reading through entire histories.

Summaries include a short paragraph or up to four bullet points that describe, based on your configuration, the reason for contact, the resolution, and action items for the interaction.

To create a summary configuration that controls what agents see when they generate an email summary, perform the following steps.

1. Go to Orchestration > AI Studio > Summaries.
2. Click + Create configuration.
   To edit an existing summary configuration, click its name in the table. 
   To delete an existing summary configuration, next to its name in the table, click Options and click Delete.
3. Under Configuration name, add a meaningful name for the summary configuration. If you duplicate an existing configuration, click the default name and enter a new one.
4. Under Interaction type, select Email. Click Create.
5. From the Language list, select a language for the summary configuration.
   To configure supported languages, attach a separate summary configuration for each language and a default language. Agent Copilot recognizes the conversation language and selects the matching summary configuration.
   Notes:

   • Email summaries support all tier 1 languages and Italian. For more information, see Genesys Cloud supported languages.
   • Language selection is only available if you have the Assistants > Copilot – View permission.
6. Choose between Concise and Detailed conciseness.
   A concise summary is shorter, with only the most critical details necessary to understand what happens in the interaction. A detailed summary is longer; it includes more context and depth from the interaction. A concise summary is always fewer total characters than a detailed summary. For example, for an interaction longer than 1,000 characters, a concise summary is no more than two thirds the character count of a detailed summary. Concise summaries take less time to generate than detailed ones.
7. Choose a format for the summaries.
   • A single block of text: a block of plain text as a single paragraph, with no formatting. This option is the default.
   • Bullet points: a list of bullet points.
   • Grouped blocks of text: the summary is broken up into multiple block of text, under headings.
   • Grouped bullet points: the bullet points are broken up into multiple lists, under headings.
8. Toggle whether summaries must avoid PII (personally identifiable information).
   Note: This setting does not guarantee PII compliance.
9. Specify labels for internal and external participants of the interaction.
10. Select which predefined insights Agent Copilot must include in the summary by default.
    • Reason for contact: why the customer sent the email.
    • Resolution: what the agent does to help the customer.
    • Action items: further actions the agent or someone from the organization must take.
11. To add custom labels, click Add label.
    You can define the labels Agent Copilot applies to the summaries. For each label, you must enter a name and a description that tells Agent Copilot what to extract from the emails. You can define up to 10 labels for each summary configuration. You can enable or disable labels per queue. To delete a label, click Delete .
    ExamplesClick to expand

    • Label: Account ID; Description: A unique identifier associated with the customer account
    • Label: Product Line; Description: The specific product or service the customer is contacting about
12. To test your configuration, paste a transcript in the text box under Transcript on the right side of the screen, then click Generate preview.
    You can copy an email transcript from the Genesys Cloud email editor. Paste the entire thread under the interaction, and make sure that each message is clearly marked as EXTERNAL (customer) or INTERNAL (agent).
13. To save the summary configuration, click Save on the upper right of the screen.

After you save your summary configuration, you can assign it to a new or existing Agent Copilot. Agents can use the summaries when an Agent Copilot to which you assign the summary configuration to is assigned to a queue. For more information, see Configure Genesys Agent Copilot settings.

The changes you make to a summary configuration apply to summaries that Agent Copilot generates after you save the summary configuration. Agent Copilot does not automatically regenerate existing summaries with the new settings.