Genesys Cloud
Exposing Agent Copilot’s trigger events

In a future release, Genesys Cloud will allow administrators to subscribe to Agent Copilot’s trigger events through the Notifications API. This enables organizations to integrate Agent Copilot with third-party applications that can listen for and respond to these events. Previously, Agent Copilot could only execute suggestion actions within Genesys Cloud. With this update, Agent Copilot will emit two new types of events — a custom event suggestion action trigger and a suggestion action result event. Each rule action in Agent Copilot can now be configured to emit a trigger event without executing the action itself. Third-party systems can subscribe to these events, listen for them, and perform the associated actions independently.

Por qué es importante

• Increased flexibility – External systems can now execute Copilot-triggered actions without depending on Genesys Cloud to run them.
• Improved integration options – Developers can connect existing business applications directly to Copilot’s event stream.
• Better AI orchestration – Organizations can leverage Copilot’s AI decision logic while executing actions within their own systems.

This enhancement allows architects and administrators to extend the value of Agent Copilot by integrating it more deeply with their broader technology ecosystem.