Genesys Cloud AI Experience product permissions

AI-generated summary

Genesys Cloud implements a comprehensive role-based permission structure that governs access to AI-powered tools, analytics capabilities, and communication features through granular controls across multiple functional modules. The platform organizes permissions into distinct administrator and agent roles, with administrators receiving extensive permissions spanning Analytics, Assistants, Knowledge, Conversation management, and specialized AI capabilities including scoring, translation, sentiment analysis, and predictive routing, while agent roles maintain focused operational permissions limited to viewing and basic interaction capabilities. Specialized AI feature permissions are segmented into distinct categories: AI Scoring requires Quality Evaluation Form editing and sensitive data access; AI Translation and Insights require Speech and Text Analytics permissions with additional Recording and Settings editing capabilities; Bot functionalities operate through Architect flows with separate permissions for voice and digital channels; Virtual Agent permissions govern AI-generated intents and conversation summaries; and Predictive routing enables queue activation, editing, status viewing, and disable functions with access to routing decision models. Social media integrations are governed through specific permission sets for Facebook, X, Instagram, and WhatsApp, while Journey management includes permissions for action maps, content offers, outcomes, segments, and web chat deployment. The platform supports operation types including Add, Delete, Edit, View, Publish, Execute, and Search across all modules. Agent Copilot functionality provides distinct permission sets enabling administrators to manage Assistant configurations, Analytics, Knowledge, Language Understanding, Routing, and Scripter functions, while agents receive limited operational permissions for assistant viewing, conversation suggestions, and knowledge base access. Additional capabilities include queue management functions, custom KPI definition and management, comparison period analysis, and advanced analytics features for viewing routing decision predictor models. Predictive Engagement permissions enable users to manage action maps, action targets, content offers, events, outcomes, outcome predictions, reports, segments, settings, visits, web chat deployments, and customer records. Routing permissions support queue management, custom KPI definition and viewing, predictive routing activation and configuration, benefit assessment creation, and access to predictor models and their feature importance analysis. Speech and Text Analytics permissions control access to analytics metrics, AI summaries, category management, dictionary terms, feedback, program insights, sentiment data, translation data, and topic management with publishing and phrase testing capabilities. Messaging integrations with X Direct Messaging and WhatsApp require specific Messaging integration permissions to enable Automatic Call Distribution capabilities. Guide creation and execution permissions support Add, Delete, Edit, and View permission levels, while job-related permissions are limited to Add and View capabilities. Genesys recommends against assigning "All" permissions to prevent automatic assignment of future permissions and requires removal of Assistant > All permission when implementing Agent Copilot with Agent Assist to prevent duplicate panel display. This granular permission framework enables organizations to control access to advanced features while maintaining security and operational oversight across communication channels, customer journey management, and engagement tools.

The following list includes the permissions required to use Genesys Cloud AI Experience products. For general information about Genesys Cloud permissions, see Roles and permissions overview and Product, roles, and permissions list.

Note: To avoid automatic assignment of future permissions, Genesys recommends against assigning the All permission in roles.

Agent Copilot permissionsClick to expand

The following list includes the permissions required to use Genesys Agent Copilot.

Note: If your agents use Agent Assist, you must remove the Assistant > All permissions from their assigned permissions, as this contains Assistant > Copilot > View permission, and displays the new Copilot panel for them. Instead, add Assistant > Assistant > View and Assistant > Queue > View permissions for the agents.

Agent Copilot administrator role

Agent UI > Default Panels – Edit, View permissions
Analytics > agentCopilotAggregate – View permissions
Analytics > conversationAggregate – View permissions
Analytics > Knowledge Aggregate – View permissions
Analytics > Tab Configurations – Edit, View permissions
Analytics > View Configurations – Edit, View permissions
Analytics > Flow Observation – View permission
Analytics > Queue Observation – View permission
Analytics > summaryAggregate – View permission
Assistants > Queue-user assignment – Add, Delete, View permissions
Authorization > License – View permission
Conversation > Suggestion – View permissions permission
Conversation > Utterance – View permission
Conversation > suggestionEngagement – Add permission
Conversation > Summary -> View permission
Conversation > Summary Feedback – Add, Edit permissions
Conversation > Summary Engagement – Edit
Directory > User – View permission
Speech and Text Analytics > Dictionary term – Add, Delete, Edit, View permissions
Web Deployments > Deployment – View permission
Architect > Dependency Tracking – Rebuild, View permissions
All permissions under:
- Assistants
- Knowledge
- Language Understanding
- Responses
- Routing > Queue
- Scripter

Agent Copilot agent role

Agent UI > Default Panels – View permission
Assistants > Assistant – View permission
Assistants > Queue – View permission
Assistants > Copilot – View permission
Assistants > QueueUserAssignments – View permission
Conversation > Suggestion – View permission
Conversation > Utterance – View permission
Conversation > suggestionEngagement – Add, Edit permissions
Conversation > Summary – View permission
Conversation > summaryFeedback – Add, Edit permission
Knowledge > Category – View permission
Knowledge > Context – View permission
Knowledge > Document > View permission
Knowledge > Document content copy – Add permission
Knowledge > Documents presented – Add permission
Knowledge > Document Version – View permission
Knowledge > Document View – Add permission
Knowledge > Feedback – Approve, Create, Edit, View permissions
Knowledge > Knowledgebase – View, Search permissions
Knowledge > documentAnswer – View permission
Knowledge > Search – Edit permission
Responses > Library – View permission
Responses > Response – View permission
Scripter > Script – View permission
Scripter > publishedScript – View permission

AI Scoring permissionsClick to expand

AI translate permissionsClick to expand

AI Summary and Insights permissionsClick to expand

The following list includes the permissions required to use Virtual Supervisor and Copilot features.

AI summary and insights:
- Speech and Text Analytics > AiSummary – View permission
- Recording > Recording – View Sensitive Data permission
Reason for sentiment:
- Speech and Text Analytics > Sentiment Data – View permission
- Recording > Recording – View Sensitive Data permission
Enable AI Summarization and Insights: S peech and Text Analytics > Insights Settings – Edit permission

Bots (voice) permissionsClick to expand

Bots (digital) permissionsClick to expand

Facebook Messenger permissionsClick to expand

Instagram Messaging permissionsClick to expand

Predictive Engagement permissionsClick to expand

The following list includes the permission required to use Predictive Engagement.

Action maps

This permission	Allows these actions
Journey > Action Map – All	Create and design, edit, and delete action maps.

Action targets

This permission	Allows these actions
Journey > Action Target – View	View existing action targets.

Content offers

This permission	Allows these actions
Uploads > publicAsset – upload	Upload images for content offers.

Event

This permission	Allows these actions
Journey > Event – View	View existing events.

Outcome

This permission	Allows these actions
Journey > Outcome – All	Create, view, edit, and delete outcomes.
Journey > Outcome Predictor – All	Create, view, edit, and delete outcome predictions.

Reports

This permission	Allows these actions
Journey > Report – View	View existing reports.
Journey > Action Map – View	View action maps in the Action Map Analytics report.

Segments

This permission	Allows these actions
Journey > Segment – All	Create, view, edit, and delete segments.

Settings and snippets

This permission	Allows these actions
Journey > Settings – Edit	Edit settings.

Visit

This permission	Allows these actions
Journey > Visit – View	View visits.

Web chat deployment

This permission	Allows these actions
Widgets > Widget Deployment – All	Create, view, edit, and delete widget deployments.

Customers

This permission	Allows these actions
Journey > Customer – All	Create and view customer records.

Routing permissions for agents

This permission	Allows these actions
Routing > Agent – On Queue	Go on queue.
Routing > Queue – Join	Join a queue.
Routing > Queue – Search	Search for brief queue information.
Routing > Queue – View	View queues.

Predictive Engagement permissions for agents

This permission	Allows these actions
External Contacts > Contact – View	To view a contact.
External Contacts > Session – View	View a contact’s journey.
Journey > Action Map – View	View action maps
Journey > Event – View	See events on the customer journey map.
Journey > Event Type – View	See event information.
Journey > Outcome – View	See outcomes achieved and scores for a visit.
Journey > Segment – View	See matched segments for a visit.
Journey > OutcomeScores – View	See real-time predictions
Journey > Session – View	See live tracking information about visitors who are currently on your website.

Predictive routing permissionsClick to expand

The following list includes the permissions required to use predictive routing.

Routing > Queue – Edit, View permissions
Routing > Comparison Period – View permission
View the list of KPIs available for selection; define custom KPIs: Routing > Key Performance Indicator – View, Add, Edit
Define custom KPIs: Routing > Wrap-up Code – View permission
Activate predictive routing on a queue, edit predictive routing configuration, view predictive routing status information, and disable predictive routing on a queue: Routing > Predictor – Add, Edit, View, and Delete permissions
Create new benefit assessments, view benefit assessments information, delete benefit assessments: Routing > Assessment – Add, View, and Delete permissions
View comparison test results: Analytics > ConversationAggregate – View permission
Analytics > Tab Configurations – Delete, Edit, View permissions
View routing decision predictor model: Routing > Predictor Model – View permission
View features of predictor model and their importance: Routing > Predictor Model Feature – View permission

Social Listening permissionsClick to expand

The following list includes the permissions required to use Social Listening.

socialmedia > topic – All permissions
socialmedia > topic – Add, Delete, Edit, and View permissions
Open data ingestion rules:
- socialmedia > openDataIngestionRule – All permissions
- socialmedia > openDataIngestionRule – Add, Delete, Edit, and View permissions
Facebook data ingestion rules:
- s ocialmedia > facebookDataIngestionRule – All permissions
- socialmedia > facebookDataIngestionRule – Add, Delete, Edit, and View permissions
X data ingestion rules
- socialmedia > twitterDataIngestionRule – All permissions
- socialmedia > twitterDataIngestionRule – Add, Delete, Edit, and View permissions
Instagram data ingestion rules
- socialmedia > instagramDataIngestionRule – All permissions
- socialmedia > instagram DataIngestionRule – Add, Delete, Edit, and View permissions

Speech and Text Analytics permissionsClick to expand

The following list includes the permissions required to use speech and text analytics.

Analytics metrics: Analytics > Speech and Text Analytics Aggregates – View permission
AI summaries: Speech and Text Analytics > Aisummary – View permission
Categories: Speech and Text Analytics > Category – Add, Delete, Edit, View permissions
Analytics data: Speech and Text Analytics > Data – View permission
Dictionary terms: Speech and Text Analytics > Dictionary Term – Add, Delete, Edit, View permissions
Feedback: Speech and Text Analytics > Feedback – Add, Delete, View permissions
Program insights settings: Speech and Text Analytics > Insights Settings – Edit, view permissions
Programs: Speech and Text Analytics > Program – Add, Delete, Edit, Publish, View permissions
Sentiment data: Speech and Text Analytics > Sentiment Data – View permission
Settings: Speech and Text Analytics > Settings – Edit, View permissions
Topics: Speech and Text Analytics > Topic – Add, Delete, Edit, Publish, Test Phrase, View permissions
Translate data: Speech and Text Analytics > Translation – View permission

Virtual Agent permissionsClick to expand

The following list includes the permissions required to use virtual agent in your voice or digital bot flow.

Upgrade an Architect flow to Virtual Agent: Architect > virtualAgentFlow > Edit permission
Create AI-generated intents and utterances:
- Language Understanding > generationIntentsJob – Add, View permissions
- Language Understanding > generationUtterancesJob – Add, View permissions
View the AI-generated conversation summary in the agent interaction panel on agent transfer: Conversation > Summary – View permission
View the wrap-up codes in After Contact settings under the Wrap-up Codes tab:
- Routing > Wrap-up Code – Search permission
- Routing > Wrap-up Code – View permission

Agentic Virtual Agent / AI Guides permissionsClick to expand

X (formerly Twitter) permissionsClick to expand

WhatsApp Messaging permissionsClick to expand

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Genesys Cloud AI Experience product permissions

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