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  • 1.  Assign a knowledge article from a call flow to surface in Agent Assist

    Posted 03-13-2024 21:49
    No replies, thread closed.

    Hi,

    I would like to check if there is a way to assign a particular knowledge article from a call flow so that it can surfaced in Agent Assist when a call get answered by agent.

    I noticed that there is an update data action available in a bot flow to assign a knowledge article, but could not find it in an inbound call flow. 

    Can you please assist?


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Thanks,
    Neeta
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  • 2.  RE: Assign a knowledge article from a call flow to surface in Agent Assist
    Best Answer

    Posted 03-15-2024 02:06
    No replies, thread closed.

    Hi @Neeta Kathe

    This might be useful to you as well. :)

    Genesys Cloud CX - Genesys



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    Best regards,
    Aparna
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  • 3.  RE: Assign a knowledge article from a call flow to surface in Agent Assist

    Posted 03-17-2024 17:44
    Edited by Neeta Kathe 03-17-2024 17:44
    No replies, thread closed.

    Thanks Aparna. It answers my question. :)



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    Neeta Kathe
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    Original Message


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