Genesys Cloud
Exposing Agent Copilot’s trigger events

In a future release, Genesys Cloud will allow administrators to subscribe to Genesys Agent Copilot trigger events through the Notifications API. This feature enables organizations to integrate Agent Copilot with third-party applications that listen for and respond to these events. With this update, Agent Copilot emits two new types of events – a custom event suggestion action trigger and a suggestion action result event. Administrators can now configure each rule action in Agent Copilot so that it emits a trigger event without running the action itself. Third-party systems can subscribe to these events, listen for them, and perform the associated actions independently.

Why this matters

• Increased flexibility – External systems can now run copilot-triggered actions without a dependence on Genesys Cloud to run them.
• Improved integration options – Developers can connect existing business applications directly to the Copilot event stream.
• Better AI orchestration – Organizations can apply the Copilot AI decision logic while running actions within their own systems.

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