• Genesys Cloud discontinues development and support of the Google Agent Assist offer on January 24, 2024. Customers will still be able to use the feature until the end-of-life (EOL) date on August 31, 2024.
  • Customers who wish to use Google CCAI Agent Assist with Genesys Cloud can utilize the replacement product, AI Connect for Google, which is being developed by the Genesys Innovations Team, and will be available on or before May 31, 2024. For more information, please reach out to ps_expertapps_sales@genesys.com.
  • This documentation is for Agent Assist Google CCAI. This feature is limited to North America region. For Genesys Agent Assist, which is available worldwide, please refer to the Genesys Agent Assist documentation.

Note: It can take up to five minutes for permission updates to make their way through Genesys Cloud and take effect.

Genesys Cloud bases permissions on tasks or job functions. To manage and use Agent Assist, an administrator from the Genesys Cloud organization must assign the appropriate permissions to the selected user or users. For more information about Genesys Cloud’s feature permissions, see Roles and permissions overview.

Agent Assist permissions for administrators

This table lists the permissions that pertain to assistants. Administrators require these permissions to create assistants for Agent Assist and to enable agent assistants on specific queues.

This permission Allows these actions

Assistants > Assistant > Add

Add a new agent assistant.

Assistants > Assistant > View

View the agent assistant.

Assistants > Assistant > Edit

Edit the configuration of an agent assistant.

Assistants > Queue Add

Add a new queue to an agent assistant.

Assistants > Queue Delete

Remove a queue from a specified assistant.

Note: The queue is not deleted.

Assistants > Queue Edit

Edit the list of queues associated with a specified agent assistant.

Assistants > Queue > View

View the queues of a specified agent assistant.

Note: Agents also need this permission to open Agent Assist.

Agent Assist permissions for agents

This table lists the permissions required for agents to access agent assist real-time transcription and knowledge suggestions. 

This permission Allows these actions

Conversation > Utterance > View

View the Agent Assist transcription in real-time.

Warning: This permission also allows a user to subscribe to transcripts for any Agent Assist call.

Conversation > Suggestion > View

View the Agent Assist suggestions in real-time.

Conversation > Suggestionfeedback > Add

Submit feedback on whether suggestions are relevant or not (thumbs up/down).

Assistants > Queue > View

View the assistant queues.

Note: Agents need this permission to open Agent Assist.