Agent Copilot Configuration - Cognigy Documentation

Agent Copilot

To integrate Agent Copilot with an AI Agent, you need to configure different components:

Agent Copilot
Voice Gateway, for voice implementations.
Contact center integration

Agent Copilot Flow

The Agent Copilot Flow is a Flow separate from the AI Agent Flow to which you add Agent Copilot Nodes. The Copilot: Set Grid Node is required in this Flow to set the workspace arrangement on the contact center side and the widgets in the workspace. Other Agent Copilot Nodes provide functionality to the widgets in the workspace.

Agent Copilot Grid

The Agent Copilot Grid is a JSON object you can configure in the Copilot: Set Grid Node that defines the layout of the Agent Copilot workspace. For more information, see Configure the Workspace.

Agent Copilot URL

To view the Agent Copilot workspace in the contact center interface, configure the Agent Copilot URL. The workspace is rendered at this URL as soon as the handover is triggered. To configure the URL, use the following format:

https://${AgentCopilotBaseUrl}/?userId=${userId}&sessionId=${sessionId}&URLToken=${URLToken}

Where:

AICopilotBaseUrl — the base URL used to access the Agent Copilot workspace.
sessionId — the Cognigy session ID. A session represents the interaction between the human agent and the Agent Copilot workspace.
userId — the Cognigy user ID. It helps Agent Copilot associate the interaction with a specific user.
URLToken — the Endpoint token from Cognigy.AI. The Endpoint must be linked to the Handover Flow. To find this token, go to the Endpoint that you created previously. In the Endpoint URL field, copy the token after https://endpoint-trial.cognigy.ai/. For example, in the URL https://endpoint-trial.cognigy.ai/f38791ae20d4961acf0e97d9f377c4fe3df92894e1eff1c7a774a8ed089a4590, the token is f38791ae20d4961acf0e97d9f377c4fe3df92894e1eff1c7a774a8ed089a4590. Only authorized users can access the Agent Copilot system through this URL.

Example URL:

https://ai-copilot-trial.cognigy.ai/?sessionId=session123&userId=user123&URLToken=a4d5c86c98f27730311591f28d194510e05ffed30ca148e3344970defd418e7d

You need this URL for further steps in the Deployment section where you choose how you want to deploy your Agent Copilot workspace.

Voice Gateway

For voice implementations, you need to configure:

Voice Gateway Endpoint

Set up a Voice Gateway Endpoint and application to connect the AI Agent to Voice Gateway, and Voice Gateway to the contact center.

Voice Copilot Endpoint

The Voice Copilot Endpoint receives the transcript of the voice call and sends it to the Agent Copilot Flow.

Third-Party Platform Integration

You can integrate Agent Copilot with a third-party platform in the following ways:

Handover to Human Agents

For chat applications, you need to configure the handover to human agents by adding a Handover to Human Agent Node to the AI Agent Flow and by using the Copilot section in the Endpoint settings.

Call Transfer to Human Agents

To transfer calls from the AI Agent to human agents, you need to configure the call transfer by adding a Transfer Node to the AI Agent Flow.

Both implementations require a handover provider that supports the contact center platform you use.