Agentic Copilot automates end-to-end customer conversations through the Agent AI widget while keeping agents fully in control. Agent AI proactively sends contextual, empathetic responses without requiring manual input. Agents can supervise every interaction, cancel or override automated replies, edit responses, run dialog tasks manually, and perform LLM-powered searches — letting them focus on service quality rather than repetitive tasks.
Key Benefits
| Benefit | Description |
|---|
| Scalable Efficiency | Automates routine interactions so agents can manage multiple conversations simultaneously with less effort. |
| Human Supervision | Agents can pause, cancel, override, or edit any automated message before it’s sent-ensuring quality control at all times. |
| Proactive Engagement | Agent AI initiates and responds to conversations based on context, reducing wait times and improving customer satisfaction. |
| Contextual Intelligence | Uses real-time data and workflow logic to generate accurate replies. Prompts users for inputs, extracts entities, and dynamically adapts responses via external APIs (for example, pricing, availability, or customer status). |
| Empathetic Responses | Understands conversation context to respond in a natural, empathetic tone-creating a more human-like experience. |
| Robust Fail-Safes | If data delays or response failures occur, agents can intervene using pause-to-send controls. Auto send disables automatically if a response fails. |
Before enabling Agentic Copilot in the widget, configure the connection to your Agentic platform.
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Sign in to AI for Service.
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Go to Agent AI > Configurations > Linked Services > Agentic Configuration.
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Select + Add Agentic Copilot App.
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Fill in the App Information fields:
| Field | Description |
|---|
| App Name | A name for the app (up to 50 characters). For example, Travel Agent. |
| Domain URL | The Agentic platform’s host URL. For example, agent-platform.kore.ai. |
| Environment | The environment name as configured in the Agentic Platform’s Environment section. |
| App ID | The Agentic app ID in use. |
| API Key | The API key as configured in the Agentic Platform’s API Keys section. |
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Select Test Connection & Save.
Delete an Agentic Copilot App
Deleting an app automatically disables it from the Agent AI widget.
- Select Delete on the app.
- Confirm by selecting Delete.
You cannot delete an app that is currently in use. The Delete button appears disabled, and a badge indicates the app is active.
Configure channel-specific settings to activate Agentic Copilot for agents.
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Sign in to AI for Service.
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Go to Agent AI > Configurations > Widget Settings.
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Expand Agent AI Channel Specific Settings.
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Select a channel from the Select channel list.
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Enable the Agent AI Channel Specific Settings toggle if it’s off.
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Configure the Agentic Copilot settings:
| Setting | Description |
|---|
| Language | Select the language for Agentic responses. |
| Enable/Disable toggle | Turn Agentic Copilot on or off for the selected channel. |
| Select Agentic App | Choose the configured app to use. |
| Allow auto send Message | When enabled, Agentic messages send automatically after the configured delay. Clearing this option cancels all unsent Agentic messages. |
| Set message delay before auto send | Set the delay (up to 60 seconds) before a message auto-sends. |
Agentic Copilot at Runtime
Agentic Copilot runs conversations autonomously while agents supervise. Agents can cancel, override, or edit messages at any time.
After Welcome Events execute, the Assist tab displays:
“Agentic Copilot is actively listening to your conversation and ready to assist automatically.”
Each Agentic message includes a Sending button that delays auto-send based on your configured timer.
Agent Controls
| Control | Action |
|---|
| X beside the Sending button | Cancels auto-send for that message. |
| Copy icon | Copies the message to the Chat Response field for editing before sending. |
| Send button | Sends the message immediately without waiting for the timer. |
| Override | Discards the Agentic prompt so you can type your own response. |
| Stop/Resume icon (top-right) | Pauses or resumes auto-send globally for all Agentic messages. |
| Pause/Resume icon (top-right) | Pauses or resumes the Agentic app entirely. |
Behavior Notes
- When Allow Auto Send Message is enabled, each message’s timer starts only after the previous message is sent.
- If the view does not scroll to the latest message, an arrow appears at the bottom-right showing the count of stacked messages. Select it to jump to the latest.
- To regenerate a failed Agentic response, double-click the corresponding customer message.
- If Agentic Copilot fails to send a response, auto-send disables automatically.
- For messages outside the app’s scope, Agentic indicates it is not trained to respond.
Search Tab — Agentic Results
When Agentic Copilot is active, the Search tab also displays Agentic Results — search results generated by Agentic Copilot based on the conversation.
