This documentation applies to Genesys Agent Assist. This feature is available worldwide. For Agent Assist Google CCAI, which is limited to North America region, see the Google CCAI integrations with Genesys Cloud documentation.


Access to the following menu options:

  • Admin > Roles/Permissions
  • Admin > Queues
  • Admin > Assistants
  • Admin > Messenger configuration
  • Admin > Messenger deployment

The following permissions:

  • Assistants > Assistant > View
  • Assistants > Queue > View
  • Knowledge > All permissions
  • Conversation > Suggestions > All permissions

Surface knowledge automatically

During a conversation with a customer, the Genesys Agent Assist automatically offers answers to customer questions, constantly searches the knowledge base, and presents the top suggested articles in the Genesys Agent Assist pane.Genesys Agent Assist

If the knowledge base includes any entries, which can be relevant to the customer’s questions, the Genesys Agent Assist automatically lists them. To copy the best answer to the message panel, click the Copy icon in the lower right corner of the response.

You can edit your message before you send it to the customer.

To return to the list of suggested articles, click the arrow icon at the upper left corner of the opened article.

Note: The maximum number of automatically displayed articles is three.

For manual knowledge surfacing, see Surface knowledge manually with the Genesys Agent Assist.


Genesys Agent Assist Digital is compatible with the following channels:

  • Web Messaging
  • SMS
  • Facebook
  • WhatsApp