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Agent Copilot: known issues and limitations (Public Beta)

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Public Beta

Agent Copilot is currently available as a Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a SLA.

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Not a HIPAA Eligible Service or PCI Compliant

Agent Copilot is not a HIPAA Eligible Service or PCI compliant and should not be used in Flex workflows that are subject to HIPAA or PCI.

Storage

If you close the window or tab with Flex UI, your wrap-up notes won't be saved.
If you want fast access to wrap-up notes once they're created, we recommend storing notes in your own system using a webhook. See Agent Copilot webhook for more details.

Flex UI

Agent Copilot does not work with multi-tab support.
If you're using a Flex UI version earlier than 2.8.0, you won't see the updated 2.8.x UI language detection features. However, sentiment and summary still generate in the auto-detected language.

Customer highlights

For outbound interactions, agents may see a slight delay in generation for customer highlights.

Plugins

If you use a custom plugin that affects the End Chat functionality, then wrap-up notes may not work as described.
The Chat Transfer plugin is not fully compatible with wrap-up notes.
The Dispositions plugin is not fully compatible with wrap-up notes.

Changes in Console

If agents are using wrap-up notes, and you make changes to Agent Copilot settings in Console, then agents must refresh their Flex UI for those changes to show.

Voice channel

Transcription

In Flex 2.7.x and higher, agents can view transcripts. In Flex UI 2.6.x, transcripts aren't visible to agents.
Only messages from agents and customers show in a transcript. Messages from other participant types, like a supervisor who needs to barge in or coach, aren't shown.
If an agent refreshes Flex UI while viewing a transcript, their name no longer shows.

Transfers

If transferring a call, only the last agent on the call will see wrap-up notes and the call transcript. Transferring agents won't see wrap-up notes or transcripts.
If an agent receives a transferred call, they won't see the names of earlier agents in the transcript. Instead, they'll see Agent, Agent 2, Agent 3, following the order of agents on the call.
If a transferring agent refreshes Flex UI before completing a task, Flex will show the wrap-up notes tab to the agent.

Plugins

Agent Copilot doesn't support the plugin for Call Recording Pause And Resume. Transcription continues when recordings are paused.

Webhook payload

If an agent refreshes Flex UI during wrapup, the task_sid won't be available in callback events. For more details on parameters, see Wrap-up notes webhook.

For the latest information on fixes, consult the Flex UI release notes.