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Updated in 2026.15 You can deploy Agent Copilot as a standalone app. In this mode, Copilot is accessed via a dedicated URL and can be opened on a separate browser tab instead of being embedded into a contact center interface. This option is useful if your contact center doesn’t support embedding, or if human agents prefer working with Agent Copilot in a full-screen view. All features remain available, including real-time guidance, transcript sharing, and support for both chat and voice use cases.

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How to Use

  1. Make sure you configured an Agent Copilot URL using the following pattern: https://${AgentCopilotBaseUrl}/?userId=${userId}&sessionId=${sessionId}&URLToken=${URLToken}. For the configuration details, refer to the Agent Copilot URL section.
  2. Pass this URL along with the handover to the human agent.
    • For native integrations, the link is passed automatically.
    • For custom integrations, include the link in your handover configuration.
  3. If you work with a voice use case, check the Transfer Node in your Flow.
  4. Configure the Transfer Node:
    1. Fill in the Transcription Webhook field with your Agent Copilot URL.
    2. Activate Enable Copilot.
    3. Specify the header that carries the UUIValue in the Copilot Headers Key field. The default is X-Custom-Header. This header will be sent to the Agent Copilot transcription webhook, while the UUIValue is also forwarded via SIP headers when transferring the call to the human agent.

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Secure Access with JWT

You can secure access to Agent Copilot by passing a JWT in the URL. This approach ensures that only authenticated users can open the Agent Copilot workspace.
Where auth is the JWT used for authentication. In the Copilot section of the Endpoint settings, you can control how the JWT is verified with the Authentication and Accept Only JWT Requests. The following methods support JWT authentication:
  • Default (built-in) — Agent Copilot handles the JWT authentication between the contact center platform and Cognigy.AI. Activate Accept Only JWT Requests in the Endpoint settings.
  • Token Secret — the contact center and Cognigy.AI share a 256-bit JWT secret. Configure it by selecting or creating a connection in the Agent Copilot Authentication field. The contact center platform must sign the JWT with the shared secret before passing it in the URL.
  • Public Key — enter one or more PEM-encoded public keys into the Public Keys field. The JWT must be signed with the corresponding private key. Multiple keys are supported to allow for key rotation.
  • Key Store — provide a JWKS URL in the Key Store URL field. The Agent Copilot backend retrieves the public key from the key store using the kid claim in the JWT header.
The contact center integration must proceed as follows:
  1. Creates values for userId and sessionId.
  2. Uses URLToken from the respective Cognigy.AI Endpoint.
  3. Reads the signing key from an internal storage.
  4. Signs a JWT with a payload containing the userId and sessionId.
The Agent Copilot backend proceeds as follows:
  1. Checks if the auth parameter is passed in the URL.
  2. If auth is passed, the value is treated as a JWT and the Agent Copilot backend verifies the JWT signature using the configured authentication method.
  3. During verification, Agent Copilot decodes the payload of the JWT to retrieve the userId and sessionId parameters, and reads URLToken from the URL query string.
For more information about JWTs, read the JWT documentation.
Last modified on July 22, 2026