Genesys Cloud – Updated permissions for viewing AI summary, AI insights and reason for sentiment

In a future release, Genesys Cloud will simplify the permissions required to view AI summaries and sentiment insights, both in the Interaction Details page and when accessing the related APIs.

Today, retrieving AI summaries or sentiment data via the UI or APIs requires recording permissions in addition to speech and text analytics permissions. Specifically, the following permissions are required in combination:

• recording > recording > view
• recording > recording > viewSensitiveData
• speechAndTextAnalytics > data > view

This requirement creates a dependency on call recording access, even when users only need visibility into AI-generated summaries or sentiment insights.

What’s changing

With this update, Genesys Cloud will remove the dependency on recording permissions.

The following permissions will no longer be required:

• recording > recording > view
• recording > recording > viewSensitiveData
• speechAndTextAnalytics > data > view (for get sentimentData)

New permission requirements

After the update:

• The get summaries API and viewing AI Summaries in the Interaction Details page will require only:
  speechAndTextAnalytics > aiSummary > view
• The get sentimentData API and viewing Sentiment Insights will require only:
  Speech and TextAnalytics > sentimentData > view

Benefits

With this change, administrators can grant access to AI summaries and sentiment insights independently of call recordings and transcripts. Key benefits include:

• More granular role configuration
• Reduced unnecessary access to sensitive recording data
• Simplified permission management for AI-powered features

This update aligns with the principle of least privilege while making it easier to manage access to AI capabilities in Genesys Cloud.