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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.

Storage

If you close the window or tab with Flex UI, your wrap-up notes won't be saved.
If you want fast access to wrap-up notes once they're created, we recommend storing notes in your own system using a webhook. See Agent Copilot webhook for more details.

Flex UI

Agent Copilot does not work with multi-tab support.
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. However, sentiment and summary still generate in the auto-detected language.

Customer highlights

For outbound interactions, agents may see a slight delay in generation for customer highlights.

Plugins

If you use a custom plugin that affects the End Chat functionality, then wrap-up notes may not work as described.
The Chat Transfer plugin is not fully compatible with wrap-up notes.
The Dispositions plugin is not fully compatible with wrap-up notes.

Changes in Console

If agents are using wrap-up notes, and you make changes to Agent Copilot settings in Console, then agents must refresh their Flex UI for those changes to show.

For the latest information on fixes, consult the Flex UI release notes.