Genesys Agent Assist in agent workspace emails

The Genesys Agent Assist does not automatically suggest knowledge articles when an agent responds to an email.

To search the Genesys Agent Assist for help when you write an email, enter the phrase in question manually in the Search field. Select the desired article to open it, and click the Copy to chat icon at the lower right corner of the Genesys Agent Assist entry to copy the text into the email.

You can edit the text before you send the email to the customer.