Genesys Cloud - Main

Hi there,

We are using digital bot flows and wanted to get articles from the knowledge bases in Genesys Cloud CX. However, replacing a part of the article seems impossible as the "Show Knowledge Article" action does not support formatting or doing string operations on the article.

If we try to display the article using communicate block, "FindKnowledgeDocumentById()" doesn't returns a string or text making it impossible to use the knowledge articles.

Does anyone have a thought around this?

#ConversationalAI(Bots,AgentAssist,etc.)

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Somik Mukherjee
Etraveli Group AB
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There are still quite a few holes in Web Messaging and knowledge article use.  This is one and the other is tables and pictures and videos that are inserted into the article.  I wish there was a concerted effort for each PM to keep up with the others or at least have a release near enough to each other to keep be able to use these newer features.  @Angelo Cicchitto, when will we have full support for rich media and string operations in Web Messaging and @Sean Rooney, will this be incorporated in the bot and digital bot flows?

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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