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  • 1.  API for Genesys Knowledge Fabric to generate automated email responses from SharePoint content

    Posted 4 hours ago
    Hello Genesys Community,
    I am currently evaluating whether the Genesys Knowledge Fabric can be used via an API for the following use case:
    I have an Inbound Email flow in Genesys Cloud.
    The goal is to pass the email body text to the Knowledge Fabric, so that it can use the indexed content from SharePoint to generate a response text, which can then be sent back to the customer automatically from within the flow.
    More specifically, I am looking for:
    • An API that allows submitting free‑text (email body) to Knowledge / Knowledge Fabric
    • And receiving a generated answer (not just a list of articles or search results)
    • So the response can be used programmatically in Architect (e.g. via Data Actions)
    From my research so far, I could only find Knowledge Search APIs returning documents/snippets, but no API that exposes the generative answer capabilities of Knowledge Fabric.
    Can anyone confirm:
    • Whether such an API exists today?
    • Or if this use case is currently not supported and requires an external RAG / LLM service?
    Thanks in advance for any clarification or best‑practice recommendations.
    Best regards
    Uzay

    #PlatformAPI

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    BR,
    Uzay
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  • 2.  RE: API for Genesys Knowledge Fabric to generate automated email responses from SharePoint content

    Posted an hour ago

    Hi Uzay,

    Interesting use case  following this thread.

    I also came across the knowledge-connector-app project while looking into similar scenarios. From my understanding, it seems more focused on external knowledge ingestion/connector patterns rather than exposing the generative answer capability through a public API, but it may still provide some useful reference architecture ideas for anyone building a custom orchestration layer around Knowledge Fabric.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 3.  RE: API for Genesys Knowledge Fabric to generate automated email responses from SharePoint content

    Posted 35 minutes ago

    Hi Phaneendra,

    thank you for showing this up. The connector you mentioned does indeed not cover my use case but will help definitely in other scenarios.

    Let's see if anyone else will come up with some thoughts for generative answer part I asked.



    ------------------------------
    BR,
    Uzay
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    Original Message


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