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. However, we offer mitigation tools such as PII redaction. To learn more, see AI data use.
- If you close the window or tab with Flex UI, your wrap-up notes won't be saved.
- To get fast access to wrap-up notes once they're created, store notes in your own system using a webhook. To learn why, see Agent Copilot webhook.
- Agent Copilot doesn't support multi-tab.
- 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. Sentiment and summary still generate in the auto-detected language.
- For outbound interactions, agents might see a slight delay in generation for customer highlights.
- With Flex UI version 2.13.x, customer highlights don't generate without the Search for a Profile widget. To enable customer highlights, upgrade to Flex UI 2.14.x or later, or add the Search for a Profile widget to your Studio Flow.
- If you use a custom plugin that affects the End Chat functionality, then wrap-up notes might not work as described.
- Wrap-up notes don't support the Chat Transfer or Dispositions plugins.
- If agents use wrap-up notes and you change Agent Copilot settings in the Twilio Console, agents must refresh their Flex UI to display those changes.
- In Flex 2.7.x and later, 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.
- If transferring a call, only the last agent on the call can 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. The transcript displays
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 shows the wrap-up notes tab to the agent.
Agent Copilot doesn't support the Call Recording Pause and Resume plugin. When you pause a recording, transcription continues.
- If an agent refreshes Flex UI during wrapup, the
task_sidwon't be available in callback events. For more details on parameters, see Wrap-up notes webhook.
To learn more about fixes, see the Flex UI release notes.