Summary
Your financial services firm now has a workspace configuration that matches how each team works. Voice specialists load only call controls and Copilot features relevant to their role. Digital messaging representatives have knowledge search and smart assist enabled in their productivity pane. The back-office case team works from an inbox configured with custom views that prioritize their most important work.
You achieved this by creating experience profiles that control what each group of representatives sees in the Copilot Service workspace. Profiles let you enable or disable Copilot features per role, configure productivity pane tools, and assign channels. Templates, including application tab templates, session templates, and notification templates, define what loads when a conversation starts and how incoming requests look to representatives. The inbox brings work from multiple channels into a single organized view, with record types and custom views you configure at the profile level.