Objective
This article shows you how to limit Agent Copilot in Twilio Flex to particular TaskRouter queues, so you can pilot the AI features with one team before opening them up to your whole contact center.
Product
Twilio Flex
Environment
Twilio Console
Procedure
- In the Twilio Console, select Orchestration in the left sidebar.
- Select Flex, then AI features.
- Find the queue access setting for Agent Copilot.
- Choose one of the following:
- Enable Agent Copilot for all queues, or
- Select specific queues from the list of available queues in your TaskRouter workspace.
- Save your changes. The page then lists the queues Agent Copilot applies to.
Additional Information
- The list of selectable queues comes from the TaskRouter workspace attached to your Flex instance. If a queue is missing, create it in TaskRouter first and then return to this page.
- Agents working in a queue that is not selected do not see Agent Copilot features for interactions in that queue.
- If you switch from specific queues back to all queues, your previous queue selection no longer restricts access.
This content was generated by AI and reviewed, edited, and verified by a human.