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  • 1.  Automating KBA Sync from Google Sheets to Genesys Bot

    Posted 03-19-2025 05:43
    No replies, thread closed.


    Hi Everyone,  

    I'm looking for advice on how to automate a process and which APIs would be needed.  

    We have a Google Sheet containing a list of KBAs (these are links to articles). Is there a way to automatically upload these articles to Genesys, ensuring the data stays updated when we refresh the Google Sheet weekly?  

    The goal is to connect these articles to the digital bot and avoid manually downloading and uploading them each time.  

    Any guidance or suggestions would be greatly appreciated!  


    #API/Integrations
    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------


  • 2.  RE: Automating KBA Sync from Google Sheets to Genesys Bot
    Best Answer

    Posted 03-19-2025 10:29
    No replies, thread closed.

    You are describing a third-party Knowledge Connector. There are built-in connectors that allow you to sync with Salesforce and ServiceNow, but for anything else you have to build (or pay PS to build) a custom connector.

    https://help.mypurecloud.com/articles/add-a-third-party-knowledge-base-to-the-knowledge-workbench/



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------



  • 3.  RE: Automating KBA Sync from Google Sheets to Genesys Bot

    Posted 03-19-2025 22:04
    No replies, thread closed.

    Thank you George we will go through this path.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


  • 4.  RE: Automating KBA Sync from Google Sheets to Genesys Bot

    Posted 03-20-2025 11:40
    No replies, thread closed.

    Let us know how it works out!



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Automating KBA Sync from Google Sheets to Genesys Bot

    Posted 05-27-2025 02:20
    Edited by Phaneendra Avatapalli 05-27-2025 02:35
    No replies, thread closed.

    Hi everyone,

    We're automating article uploads from Google Sheets into Genesys Cloud Knowledge using Google Apps Script.

    Authentication works and each call to

    POST /api/v2/knowledge/knowledgebases/{knowledgebaseId}/documentsreturns HTTP 200 - the article appears in Authoring - but the body is always empty.

    If we create the same article in the Genesys Knowledge UI (or via the bulk-upload tool), the body shows perfectly.

    It looks as though documentVariation objects are generated only for UI-authored content; API-created articles never get one, so the body stays blank.

    Questions

    1. Is there an org-level flag that allows the API to create documentVariations?

    2. Should sending plain HTML or plain text work without an explicit variation, or is the variation mandatory?

    3. Has anyone successfully written rich article bodies through POST /documents recently?

    Any insight appreciated - thanks!

    Regards

    Phaneendra



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


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