> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

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

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**.

<img src="https://mintcdn.com/koreai/tihOjy93yEv5YdgF/ai-for-service/agentai/configuration/agent-ai-mapping-images/configure-copilot-app.png?fit=max&auto=format&n=tihOjy93yEv5YdgF&q=85&s=1a823220c0c244a7b67c524e0733ef6f" alt="Configure Copilot App" width="711" height="880" data-path="ai-for-service/agentai/configuration/agent-ai-mapping-images/configure-copilot-app.png" />

<Note>This feature is available only to Contact Center AI (CCAI) users.</Note>

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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.
   <Note>Agents assigned to a queue during its creation appear by default. Agent-to-queue assignment is managed through CCAI.</Note>

**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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