In this step, you will configure prompts for the Agent Copilot widget, which appears in the Care Console. Each prompt is mapped to a specific task and appears as a clickable button within the widget, allowing agents to trigger real-time actions. 

Click the ‘View’ button inside Step 4 and start configuring prompts.

By default, you will see placeholder prompts such as Prompt 1, Prompt 2, and Prompt 3, commonly configured for actions like: 

• Case Summarization 

• Customer Profile Overview 

• Answer Customer Query 

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Add Prompts 

To add a new prompt, click the + Add Prompt button. Configure the prompt using the following fields: 

You can add multiple prompts to support various use cases. Prompts can be edited or re-mapped to different tasks at any time. 

After configuring the prompts, click Save to finalize your widget setup. 

Task Types in Agent Copilot Prompts 

When configuring prompts in the Agent Copilot widget, you must assign a Task Type to define how the prompt behaves. Two supported task types are: 

FAQ Task 

Use this task type to enable Agent Copilot to fetch answers from structured knowledge sources such as: 

• Knowledge Base (KB) articles 

• Historical Cases 

• Uploaded Documents 

• Guided Workflow 

The FAQ Task runs a predefined flow that identifies relevant content from the training sources and generates a response. This task type is ideal for: 

• Answering common customer queries 

• Providing product or policy information 

• Drafting email replies using verified sources 

The response is dynamically generated based on the user input and available knowledge. 

Bot Skill Task 

The Bot Skill Task enables Agent Copilot to perform specific actions using configured tasks, like: 

• Updating case properties 

• Triggering macros 

• Calling external APIs 

• Processing text 

This task type is used for functional automation and workflow execution. It is ideal for scenarios such as: 

• Escalating to a supervisor 

• Tagging a case with sentiment 

• Fetching CRM details via API 

Select the appropriate task type based on the goal of your prompt—whether you want to retrieve answers (FAQ Task) or perform actions (Bot Skill Task). 

With all four steps complete: Data Management, Skills and Tasks, Additional Settings and Widget Configuration; your Agent Copilot is now ready to assist agents with contextual actions and customer interactions directly from the Care Console. 

Next Steps

Configure Agent Copilot in Care Console