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?

Hi @Neeta Kathe

This might be useful to you as well. :)

Genesys Cloud CX - Genesys

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Best regards,
Aparna

Original Message:
Sent: 03-13-2024 21:49
From: Neeta Kathe
Subject: Assign a knowledge article from a call flow to surface in Agent Assist

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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