Genesys Cloud AI Experience product permissions
The following list includes the permissions required to use Genesys Cloud AI Experience products. For general information about Genesys Cloud permissions, see Roles and permissions overview and Product, roles, and permissions list.
Note: To avoid automatic assignment of future permissions, Genesys recommends against assigning the All permission in roles.
The following list includes the permissions required to use Genesys Agent Copilot.
Note: If your agents use Agent Assist, you must remove the Assistant > All permissions from their assigned permissions, as this contains Assistant > Copilot > View permission, and displays the new Copilot panel for them. Instead, add Assistant > Assistant > View and Assistant > Queue > View permissions for the agents.
Agent Copilot administrator role
- Agent UI > Default Panels > Edit, View permissions
- Analytics > agentCopilotAggregate > View permissions
- Analytics > conversationAggregate > View permissions
- Analytics > Knowledge Aggregate > View permissions
- Analytics > Tab Configurations > Edit, View permissions
- Analytics > View Configurations > Edit, View permissions
- Analytics > Flow Observation > View permission
- Analytics > Queue Observation > View permission
- Analytics > summaryAggregate > View permission
- Assistants > All permissions
- Assistants > Queue-user assignment > Add, Delete, View permissions
- Authorization > License > View permission
- Conversation > Suggestion > View permissions permission
- Conversation > Utterance > View permission
- Conversation > suggestionEngagement > Add permission
- Conversation > Summary > View permission
- Conversation > Summary Feedback > Add, Edit permissions
- Conversation > Summary Engagement > Edit
- Directory > User > View permission
- Knowledge > All permissions
- Knowledge > Search > Edit permission
- Language Understanding > All permissions
- Responses > All permissions
- Routing > Queue > All permissions
- Scripter > All permissions
- Speech and Text Analytics > Dictionary term > Add, Delete, Edit, View permissions
- Web Deployments > Deployment > View permission
- Architect > Dependency Tracking > Rebuild, View permissions
Agent Copilot agent role
- Agent UI > Default Panels > View permission
- Assistants > Assistant > View permission
- Assistants > Queue > View permission
- Assistants > Copilot > View permission
- Assistants > QueueUserAssignments > View permission
- Conversation > Suggestion > View permission
- Conversation > Utterance > View permission
- Conversation > suggestionEngagement > Add, Edit permissions
- Conversation > Summary > View permission
- Conversation > summaryFeedback > Add, Edit permission
- Knowledge > Category > View permission
- Knowledge > Context > View permission
- Knowledge > Document > View permission
- Knowledge > Document content copy > Add permission
- Knowledge > Documents presented > Add permission
- Knowledge > Document Version > View permission
- Knowledge > Document View > Add permission
- Knowledge > Feedback > Approve, Create, Edit, View permissions
- Knowledge > Knowledgebase > View, Search permissions
- Knowledge > documentAnswer > View permission
- Knowledge > Search > Edit permission
- Responses > Library > View permission
- Responses > Response > View permission
- Scripter > Script > View permission
- Scripter > publishedScript > View permission
The following list includes the permissions required to use Virtual Supervisor and Copilot features.
- Access AI Scoring: Quality > Evaluation Form > Edit AI scoring permission
- See the reasoning that AI uses to determine why the selected answer is chosen: Quality > Evaluation > View Sensitive Data permission
The following list includes the permissions required to use Virtual Supervisor and Copilot features.
- Translate an interaction transcript: Speech and Text Analytics > Translation > View permission
The following list includes the permissions required to use Virtual Supervisor and Copilot features.
- AI summary and insights:
- Speech and Text Analytics > AiSummary > View permission
- Recording > Recording > View Sensitive Data permission
- Reason for sentiment:
- Speech and Text Analytics > Sentiment Data > View permission
- Recording > Recording > View Sensitive Data permission
- Enable AI Summarization and Insights: Speech and Text Analytics > Insights Settings > Edit permission
The following list includes the permissions required to use Architect voice bot and digital bot flows. For a complete list of Architect, see Architect permissions overview.
- Architect > UI > View permission
- Architect > Flow > Add, View, Edit, Delete permissions
- Language Understanding > All permission
The following list includes the permissions required to use Architect voice bot and digital bot flows. For a complete list of Architect, see Architect permissions overview.
- Architect > UI > View permission
- Architect > Flow > Add, View, Edit, Delete permissions
- Language Understanding > All permission
The following list includes the permissions required to use ACD messaging with Facebook Messenger.
- Messaging > Integration > All permission
- Messaging > FaceBookintegration > All permission
The following list includes the permissions required to use ACD messaging with Instagram Direct Messaging.
- Messaging > conversationInstagramIntegration > All permission
The following list includes the permission required to use Predictive Engagement.
Action maps
| This permission | Allows these actions |
|---|---|
| Journey > Action Map > All | Create and design, edit, and delete action maps. |
Action targets
| This permission | Allows these actions |
|---|---|
| Journey > Action Target > View | View existing action targets. |
Content offers
| This permission | Allows these actions |
|---|---|
| Uploads > publicAsset > upload | Upload images for content offers. |
Event
| This permission | Allows these actions |
|---|---|
| Journey > Event > View | View existing events. |
Outcome
| This permission | Allows these actions |
|---|---|
| Journey > Outcome > All | Create, view, edit, and delete outcomes. |
| Journey > Outcome Predictor > All | Create, view, edit, and delete outcome predictions. |
Reports
| This permission | Allows these actions |
|---|---|
| Journey > Report > View | View existing reports. |
| Journey > Action Map > View | View action maps in the Action Map Analytics report. |
Segments
| This permission | Allows these actions |
|---|---|
| Journey > Segment > All | Create, view, edit, and delete segments. |
Settings and snippets
| This permission | Allows these actions |
|---|---|
| Journey > Settings > Edit | Edit settings. |
Visit
| This permission | Allows these actions |
|---|---|
| Journey > Visit > View | View visits. |
Web chat deployment
| This permission | Allows these actions |
|---|---|
| Widgets > Widget Deployment > All | Create, view, edit, and delete widget deployments. |
Customers
| This permission | Allows these actions |
|---|---|
| Journey > Customer > All | Create and view customer records. |
Routing permissions for agents
| This permission | Allows these actions |
|---|---|
| Routing > Agent > On Queue | Go on queue. |
| Routing > Queue > Join | Join a queue. |
| Routing > Queue > Search | Search for brief queue information. |
| Routing > Queue > View | View queues. |
Predictive Engagement permissions for agents
| This permission | Allows these actions |
|---|---|
| External Contacts > Contact > View | To view a contact. |
| External Contacts > Session > View | View a contact’s journey. |
| Journey > Action Map > View | View action maps |
| Journey > Event > View | See events on the customer journey map. |
| Journey > Event Type > View | See event information. |
| Journey > Outcome > View | See outcomes achieved and scores for a visit. |
| Journey > Segment > View | See matched segments for a visit. |
| Journey > OutcomeScores > View | See real-time predictions |
| Journey > Session > View | See live tracking information about visitors who are currently on your website. |
The following list includes the permissions required to use predictive routing.
- Routing > Queue > Edit, View permissions
- Routing > Comparison Period > View permission
- View the list of KPIs available for selection; define custom KPIs: Routing > Key Performance Indicator > View, Add, Edit
- Define custom KPIs: Routing > Wrap-up Code > View permission
- Activate predictive routing on a queue, edit predictive routing configuration, view predictive routing status information, and disable predictive routing on a queue: Routing > Predictor > Add, Edit, View, and Delete permissions
- Create new benefit assessments, view benefit assessments information, delete benefit assessments: Routing > Assessment > Add, View, and Delete permissions
- View comparison test results: Analytics > ConversationAggregate > View permission
- Analytics > Tab Configurations > Delete, Edit, View permissions
- View routing decision predictor model: Routing > Predictor Model > View permission
- View features of predictor model and their importance: Routing > Predictor Model Feature > View permission
The following list includes the permissions required to use Social Listening.
- socialmedia > topic > All permissions
- socialmedia > topic > Add, Delete, Edit, and View permissions
- Open data ingestion rules:
- socialmedia > openDataIngestionRule > All permissions
- socialmedia > openDataIngestionRule > Add, Delete, Edit, and View permissions
- Facebook data ingestion rules:
- socialmedia > facebookDataIngestionRule > All permissions
- socialmedia > facebookDataIngestionRule > Add, Delete, Edit, and View permissions
- X data ingestion rules
- socialmedia > twitterDataIngestionRule > All permissions
- socialmedia > twitterDataIngestionRule > Add, Delete, Edit, and View permissions
- Instagram data ingestion rules
- socialmedia > instagramDataIngestionRule > All permissions
- socialmedia > instagramDataIngestionRule > Add, Delete, Edit, and View permissions
The following list includes the permissions required to use speech and text analytics.
- Analytics metrics: Analytics > Speech and Text Analytics Aggregates > View permission
- AI summaries: Speech and Text Analytics > Aisummary > View permission
- Categories: Speech and Text Analytics > Category > Add, Delete, Edit, View permissions
- Analytics data: Speech and Text Analytics > Data > View permission
- Dictionary terms: Speech and Text Analytics > Dictionary Term > Add, Delete, Edit, View permissions
- Feedback: Speech and Text Analytics > Feedback > Add, Delete, View permissions
- Program insights settings: Speech and Text Analytics > Insights Settings > Edit, view permissions
- Programs: Speech and Text Analytics > Program > Add, Delete, Edit, Publish, View permissions
- Sentiment data: Speech and Text Analytics > Sentiment Data > View permission
- Settings: Speech and Text Analytics > Settings > Edit, View permissions
- Topics: Speech and Text Analytics > Topic > Add, Delete, Edit, Publish, Test Phrase, View permissions
- Translate data: Speech and Text Analytics > Translation > View permission
The following list includes the permissions required to use virtual agent in your voice or digital bot flow.
- Upgrade an Architect flow to Virtual Agent: Architect > virtualAgentFlow > Edit permission
- Create AI-generated intents and utterances:
- languageUnderstanding > generationIntentsJob > Add, View permissions
- languageUnderstanding > generationUtterancesJob > Add, View permissions
- View the AI-generated conversation summary in the agent interaction panel on agent transfer: Conversation > Summary > View permission
- View the wrap-up codes in After Contact settings under the Wrap-up Codes tab:
- Routing > Wrap-up Code > Search permission
- Routing > Wrap-up Code> View permission
The following list includes the permissions required to build and manage AI Guides.
- AI Studio > Guide > Add, Delete, Edit, Execute, View permissions
- AI Studio > Guide Job > Add, View permissions
- AI Studio > Guide Version > Add, Delete, Edit, View permissions
- AI Studio > Guide Version Job > Add, View permissions
The following list includes the permissions required to use ACD messaging with X (Twitter) Direct Messaging.
- Messaging > Twitter Integration > Add permission
The following list includes the permissions required to use ACD messaging with WhatsApp Messaging.
- Messaging > Integration > Add permission
