Configure Copilot for Agents for Email Topic Extraction

You can use NiCE CXone GenAI Prompts to control the prompt that Copilot for Agents uses to extract topics from an email interaction. Copilot for Agents analyzes the email thread and identifies the distinct topics that the agent needs to address. It can also determine the customer’s sentiment for each identified topic.

This lets you control the language and instructions used to identify topics. For example, you can instruct Copilot for Agents to prioritize the customer’s most recent email, exclude resolved topics, consolidate repeated topics, and identify the sentiment associated with each topic.

After you complete the prompt configuration, you can publish the prompt to make it available for selection within the Copilot for Agents profile on the Copilot for Agents Config page.

All users can now open the LLM Model dropdown. Users with an Prompt Editor Advanced license can select any model in the list; other users are limited to standard models. The list itself is grouped by standard and premium models, with models verified by NiCE CXone shown first and the rest listed alphabetically.

NiCE Default is available as an LLM Model option. It represents the model NiCE CXone currently recommends for that specific prompt type. If a prompt template only supports one model, NiCE Default is the only option shown and the dropdown is disabled. If a template supports multiple models, NiCE Default appears alongside them as a selectable choice.

If the LLM model currently selected for a profile is scheduled for retirement, NiCE CXone displays a warning next to the LLM Model dropdown stating that the model will retire in a set number of days and prompting you to update to a supported model.

When a model you use is closer to its retirement date, NiCE CXone also displays an LLM Update dialog when you open the affected profile. The dialog states the date the model switches to retention mode, after which the model is no longer accessible, and reminds you to update the LLM and test and publish all affected profiles before that date. Select Don't show this message again to suppress the dialog for that profile, or click OK to close it.

If a model reaches its retirement date and you have not selected a different model, NiCE CXone automatically switches the profile to NiCE Default. Test and publish the profile after this switch to confirm the output still meets your requirements.

Launch GenAI Prompts

1. Click the app selector .

2. Under General, select AI Studio.

3. In the AI Studio left navigation, select GenAI Prompts.

Create Prompt Profile

Required permissions: Launch GenAI Prompts, Prompt Access Edit

You will also need a license for NiCE CXone Copilot for Agents and the email response feature enabled.

Each flow comes with one default profile. You can create a custom prompt profile either by using a blank form or by copying an existing prompt and making edits. As you're working in the profile, it automatically saves for you only. Others cannot see the new profile, or edits you're making to an existing profile, until you click Publish Prompt. Profiles are also unavailable to select as the live prompt until they have been published.

1. In the Profiles tree expand Copilot for Agents > Email Topic Extraction.

2. Create a new, blank profile. To do so, click the plus icon next to the Email Topic Extraction group. The new profile appears at the bottom of the list.

3. Duplicate an existing profile.  

   1. Click the stacked dots icon next to the existing profile you want to copy and select Duplicate.

   2. Rename the copy by locating it at the bottom of the profiles list, clicking the stacked dots icon , and selecting Rename. Enter the new name for the profile and click the check mark to save it.

4. On the Prompt Configuration tab, adjust the values for these fields as needed:

   • What is the language for the generated response?

   • What are the custom instructions for the generated response?

   Learn more about fields in this step

   Field	Details
   What is the language of the generated response?	The language the summary appears in. You can choose between these options:  English (United States) English (United Kingdom) English (Australia) English (Canada) Portuguese (Brazil) Portuguese (Portugal) Spanish (Latin America) Spanish (Spain) French (Canada) French (France) German (Germany) Dutch (Netherlands) Japanese (Japan) Italian (Italy) Welsh (Wales) Korean (South Korea) Norwegian (Norway) Finnish (Finland) Chinese Simplified (China) Chinese Traditional (China) This field only impacts the language of the generated content.
   What are the instructions for the generated response?	The information you want the summary to include and the format you want it in. Important: The What is the language of the summary? field only affects the language of the generated summary. You must enter these instructions in English. For example:  ###Instructions### Summarize: Summarize the intent, steps taken, and resolution of the interaction in a paragraph called Call Summary. If an order was placed, list the order details as a paragraph called Order Details. If no order was placed, exclude the Order Details paragraph. For Order Details, list the following details: -Contact name -Order recipient -Order number -Account number -Contact phone number

GenAI Prompts Field Length Limits

GenAI Prompts fields support two types of text inputs. Each type has a defined maximum length.

field type	Maximum length
Free text fields (for example, labels, persona descriptions)	200 characters
Text area fields (for example, instructions, long prompts)	10,000 characters

The type of field used depends on the prompt configuration.

• Free text fields are used for short inputs such as:

  • Agent label

  • Customer label

  • Persona description

• Text area fields are used for longer inputs such as:

  • Instructions

  • Custom prompts

GenAI Prompts dynamically displays the appropriate field type based on the prompt configuration.

The user interface displays a warning only when the maximum length is exceeded. To avoid errors, ensure your inputs stay within the supported limits.

5. About GenAI Prompts response length behavior

   Large language models (LLMs) attempt to follow instructions to limit the length of their responses. However, the actual output can sometimes be slightly longer or shorter than requested. This behavior is expected and is not specific to a single model or feature. It occurs because:

   • Word counts: LLMs generate text based on tokens, not exact word counts. The mapping between tokens and words is approximate.

   • Natural language generation: The model prioritizes coherent, natural sentences. In some cases, completing a sentence or thought may exceed the requested length range.

   • Complex prompts or topics: When the interaction is complex, the model may use more words to include required details, even when asked to keep the response brief.

   What to expect

   • The selected maximum length (for example, Short, Medium, Long) is treated as guidance, not a hard limit.

   • Minor variation around the selected range is normal.

   • Variance may be most noticeable when using shorter length options, because a few extra words make a larger percentage difference.

   Recommendations

   • Use shorter length options when you want concise, high-level summaries.

   • If Agent Workspace (Agent) or Supervisor Workspace (Supervisor) require more detail, select a longer length option and adjust instructions to specify what must be included or excluded.

   • Periodically review generated summaries with your agents and supervisors and refine the prompt configuration (instructions, tone, and length) as needed.

Publish the Prompt

Required permissions: Launch GenAI Prompts, Prompt Access Edit

After you have configured the prompt settings, click Publish Prompt. Publishing the prompt makes it available both for others to see and for selection in Copilot for Agents profiles.

Select the Prompt in Copilot for Agents

Once you have published the prompt profile, you can select it in the Copilot for Agents Config page profile.

1. Click the app selector and select General.
2. From the left menu, navigate to AI Studio > Profiles.
3. From the list of Copilot profiles on the left, select the Copilot for Agents profile you want to apply the email generation prompt profile to. If you don't have one yet, click Add Copilot Profile and follow these instructions to create one.
4. On the Knowledge tab, scroll down to the Email Generation section and turn on Email Generation. From the Email Topic Profile drop-down, select the prompt profile you want to use.
5. Click Save.