Agent AI Mapping

Agent AI Mapping lets administrators assign Agentic Copilot apps and Dialog Tasks to specific queues. Mapping an Agentic Copilot app to a queue enables end-to-end autonomous task execution for agents in that queue. Mapped Dialog Tasks appear in the Assist tab (Proactive mode) and the Library during runtime, so agents see only the tasks relevant to their queue.

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Configure Agentic Copilot Apps

Map an Agentic Copilot app to a queue to enable autonomous task execution for agents in that queue.

Agentic Copilot must be enabled in Widget Settings before you can configure it here. If disabled, a prompt appears to open Widget Settings.

1. Select the pencil icon on a queue.
2. Select the Agentic Copilot tab.
3. Turn on the Agentic Copilot toggle if it is off.
4. Select a channel — Chat, Voice, or Email.
5. Select a language from the list. The language chosen during queue creation appears by default.
6. Select one or more apps from the Select Agentic App list.
7. Select Add selected if you chose multiple apps.
8. Select Allow auto send Message to enable auto-send. Clearing this cancels all unsent Agentic messages.
9. Use the slider to set the delay in the Set message delay before auto send field (up to 60 seconds).
10. Select Save.

This feature is available only to Contact Center AI (CCAI) users.

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Add or Delete a Queue Configuration

The Agent AI Mapping section displays queues and agent information from CCAI (Contact Center > Routing > Queues).

To add a queue:

1. Sign in to the platform.
2. Go to Agent AI > Configurations > Agent AI Mapping.
3. Turn on the Agent AI Mapping toggle if it is off.
4. Select Add Queue.
5. Select the queues to add. Previously added queues do not appear unless deleted from the dashboard.
   • Select the global checkbox next to Queues to select all.
   • Enter a queue name in the search box to find a specific queue.
6. Select Add selected.
7. The new queues appear in the list with a warning to complete configuration. Only configured queues are available to agents at runtime.
   Agents assigned to a queue during its creation appear by default. Agent-to-queue assignment is managed through CCAI.

To delete a queue:

Select the delete icon on the queue, then select Delete in the confirmation message.

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Configure Dialog Tasks

Only the configured Dialog Tasks appear in the Assist tab (Proactive mode) and the Library during runtime, so agents see only tasks relevant to their queue.

1. Select the pencil icon on a queue.

2. Select the Dialog Task tab.

3. Select a channel — Chat, Voice, or Email.

4. Select a language from the list.

5. Select an app from the Apps list.

6. Select one of the following options:

   Option	Behavior
   Allow Dialog Tasks	Selected dialog tasks appear at runtime. Choose specific tasks or select Select All.
   Don’t Allow Dialog Tasks	No dialog tasks appear at runtime. A message is shown to agents.

7. Select Save.

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Edit Queue Configuration

1. Select the pencil icon on the queue to modify.
2. Select Agentic Copilot or Dialog Task.
3. Make the necessary changes and select Save.

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