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  • 1.  Agentic Virtual Agent - Get the knowledge articles used

    Posted 6 hours ago

    Hello,

    We're looking to see how to grab the knowledge article AVA used to generate an answer. We specifically need the article ID. Would anyone know how to achieve this?

    Thank you!


    #AIConfiguration
    #ConversationalAI(Bots,VirtualAgent,etc.)

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    Dianne
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  • 2.  RE: Agentic Virtual Agent - Get the knowledge articles used

    Posted 5 hours ago
    Hello Dianne, 

    Yes, there are a few ways to identify which knowledge article an AVA used to generate a response, depending on how much detail you're looking for.

    If you're trying to troubleshoot a specific interaction, the Flow Instance API is probably the most useful option. It provides detailed execution data for a session, including knowledge queries and responses, which can help you see exactly what the AVA used behind the scenes. This is often the best approach when you're investigating unexpected answers or validating knowledge behavior.

    You can also retrieve this information through conversation analytics, where dimensions such as knowledgeBaseDocumentId, knowledgeBaseDocumentVersionId, and knowledgeBaseId are available. These fields can help you track which knowledge articles were referenced during a conversation. If you'd prefer a UI based approach, the Knowledge Analytics dashboard can show article usage trends and top viewed articles, making it easier to see which content is being surfaced most often. Just keep in mind that access to some of these capabilities requires the appropriate permissions and licensing.

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Agentic Virtual Agent - Get the knowledge articles used

    Posted 5 hours ago

    Hi Cameron,

    Thank you for your response.

    We're actually looking for a way to get the article ID during a live conversation. The output section of the Knowledge tool in AVA only provides response configuration. We'd like a more detailed logging and output when processing each step / action / knowledge search.



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    Dianne
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    Original Message


  • 4.  RE: Agentic Virtual Agent - Get the knowledge articles used

    Posted 3 hours ago

    Hello Dianne, 

    Unfortunately, that's a current limitation of AVA. While you can map output variables from tools and context variables, the Knowledge tool doesn't currently expose article metadata such as article IDs, document versions, or knowledge base IDs as output variables that can be captured and used within the live conversation flow.

    The closest workaround today is to retrieve that information after the interaction using the Flow Instance API. This provides detailed execution data, including knowledge queries and responses, which can help identify the articles that were used. If you're familiar with traditional Architect bot flows, you may have seen more granular access to knowledge search results and document metadata, but those capabilities aren't currently available within AVA's Knowledge tool.

    At this point, capturing article IDs directly during runtime would require a product enhancement. It would certainly be a useful addition, especially for reporting, troubleshooting, and downstream integrations, but today the metadata is only available through post interaction analysis rather than as part of the live AVA workflow.

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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