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Genesys Cloud FedRAMP Region – Exact match support for Genesys Agent Copilot checklists

TypeImpactAction requiredAudienceCommunity linkAha! linkAnnounced on
(YYYY-MM-DD)		Planned effective date
(YYYY-MM-DD)
UI/UX — — —
—
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2026-05-25 2026-06-15

In a future release, Genesys Cloud will allow administrators to require an exact phrase match for Genesys Agent Copilot checklist items before an item is automatically checked during an interaction.

What’s changing

Administrators will be able to configure Genesys Agent Copilot checklist items to require an exact match between the configured phrase and the agent transcript or typed response.

When exact match is enabled:

  • A checklist item is checked only when the configured phrase is detected exactly in the interaction
  • Matching supports both voice and digital interactions
  • Matching ignores case differences and supports normalization for supported languages
  • Administrators can configure the setting when creating or editing checklist items

Genesys Cloud will also provide explanatory help text in the checklist configuration experience so administrators understand how exact matching works.

Why this matters

In regulated industries such as banking and insurance, agents are often required to say specific phrases exactly as defined by company policy or regulatory requirements. Exact match support helps ensure that checklist items are only completed when the required wording is used.

This feature reduces the risk of incomplete compliance verification, improves confidence in checklist automation, and helps organizations enforce more precise compliance requirements during customer interactions.