Configure Genesys Cloud Copilot

AI-generated summary

Genesys Cloud Copilot configuration enables administrators to customize AI assistant behavior, manage available AI agents, and monitor organizational changes through three primary tabs. The Configuration tab allows users to adjust verbosity levels (Low, Medium, or High) and tone settings (Friendly, Direct, or Professional) to control response detail and style; Genesys recommends Medium verbosity for balanced token consumption without additional charges. The AI Agents tab provides visibility into available AI agents with search functionality, toggle controls to enable or disable agents, and access to AI Agent Updates; a warning icon indicates agents with missing dependencies or issues. The Audit Log tab maintains a comprehensive record of all configuration changes made by any user, displaying affected entities (AI agents or configurations), action types (add, enable, edit, disable), user identity, and timestamps, with filtering capabilities by user and date range. Access to configuration requires Copilot > Settings – Edit permissions, and changes are applied by clicking Save Changes. Some AI agents cannot be disabled due to system requirements.

PrerequisitesClick to expand

Genesys Cloud Copilot allows you to customize your experience and set the tone and level of detail in responses. You can also choose which AI agents your organization can use, view Genesys updates to AI agents, and monitor any changes that happen to Genesys Cloud Copilot configuration within your organization.

To configure Genesys Cloud Copilot, click Menu > Orchestration > AI Studio > Genesys Cloud Copilot Configuration.

Configuration

On the configuration tab, you can set the verbosity and tone of Genesys Cloud Copilot.

Note: The tone and verbosity of Genesys Cloud Copilot can affect the number of tokens it consumes. This does not result in extra charges. For more information, see .

Under Verbosity, choose between the following options:

Low: This option provides the fewest details and consumes the fewest tokens.
Medium: This option provides a balance between the amount of detail and token consumption. Genesys recommends this option.
High: This option provides the most details possible, and consumes more tokens than other options.

Under Tone, choose between the following options:

Friendly: This option provides a conversational tone.
Direct: This option prompts Genesys Cloud Copilot to prioritize conciseness over maintaining a specific tone.
Professional: This option provides business-ready responses.

When you have finished, click Save Changes.

AI agents

On the AI agents tab, you can view the AI agents available for Genesys Cloud Copilot, and toggle them on and off.

To search for a specific AI agent, type in the Search field, then press Enter.

To view a list of changes to existing AI agents and any new AI agents, click View AI Agent Updates.

To toggle an AI agent on and off, click Toggle next to its name.

Note: Some AI agents cannot be disabled.

If there is an issue with an AI agent, such as a missing dependency, a Warning appears next to its name. To see what the issue is, hover over the icon.

When you have finished, click Save Changes.

Audit log

On the Audit Log tab, you can see a list of all the changes that anyone makes to the configuration of Genesys Cloud Copilot in your organization. The table specifies the following information for each change:

Which entity the change affects?
What is the entity? Options include AI agent and configurations.
What happened to the entity? Options include add, enable, edit, and disable.
Who made the change?
When did the change happen?

To filter the changes by user, click the arrow next to User, and select from the list.

To see changes only from a specific time frame, specify a start and end date in the Start and End fields.

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