Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

Hey Ramsha,

Good question, I will try and test this and see if anyone else knows the answer in the meantime

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

Original Message:
Sent: 07-18-2024 01:42
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

#Unsure/Other

------------------------------
Ramsha Shaikh
Newfold Digital
------------------------------

Original Message:
Sent: 7/18/2024 7:21:00 AM
From: Samuel Jillard
Subject: RE: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hey Ramsha,

Good question, I will try and test this and see if anyone else knows the answer in the meantime

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-18-2024 01:42
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

#Unsure/Other

------------------------------
Ramsha Shaikh
Newfold Digital
------------------------------

Hi Ramsha,

In answer to your questions:

• Is there any way to bulk import articles that keeps the proper formatting intact?  It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

• Can media content (images, videos, etc.) be included in these bulk imports? Supported content: Text only. Rich media (images and video, for example) is not supported.

• Are there any alternative import methods I might be overlooking? You can also Import a question and answer pair from a public URL or HTML file

If you require the ability to import Rich media, then I would recommend raising an Idea on the Genesys Cloud Product Ideas Lab, I did check to see if there was an existing idea, but didn't find one that really matched your request.

Original Message:
Sent: 7/18/2024 7:21:00 AM
From: Samuel Jillard
Subject: RE: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hey Ramsha,

Good question, I will try and test this and see if anyone else knows the answer in the meantime

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-18-2024 01:42
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

#Unsure/Other

------------------------------
Ramsha Shaikh
Newfold Digital
------------------------------

Hi Ramsha,

In answer to your questions:

• Is there any way to bulk import articles that keeps the proper formatting intact?  It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

• Can media content (images, videos, etc.) be included in these bulk imports? Supported content: Text only. Rich media (images and video, for example) is not supported.

• Are there any alternative import methods I might be overlooking? You can also Import a question and answer pair from a public URL or HTML file

If you require the ability to import Rich media, then I would recommend raising an Idea on the Genesys Cloud Product Ideas Lab, I did check to see if there was an existing idea, but didn't find one that really matched your request.

Original Message:
Sent: 7/18/2024 7:21:00 AM
From: Samuel Jillard
Subject: RE: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hey Ramsha,

Good question, I will try and test this and see if anyone else knows the answer in the meantime

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-18-2024 01:42
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

#Unsure/Other

------------------------------
Ramsha Shaikh
Newfold Digital
------------------------------

Thanks for your reply. 

It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

I get your point. Specifically, I'm referring to importing articles rather than FAQs. For articles, if I use a CSV or Excel file for import, how should I format them? I attempted formatting within Excel cells using bold text and new lines, but upon import, it all appears as a single paragraph without any formatting retained. What approach would you suggest for efficiently importing numerous articles or blogs into the knowledge base?

Hi Ramsha,

In answer to your questions:

• Is there any way to bulk import articles that keeps the proper formatting intact?  It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

• Can media content (images, videos, etc.) be included in these bulk imports? Supported content: Text only. Rich media (images and video, for example) is not supported.

• Are there any alternative import methods I might be overlooking? You can also Import a question and answer pair from a public URL or HTML file

If you require the ability to import Rich media, then I would recommend raising an Idea on the Genesys Cloud Product Ideas Lab, I did check to see if there was an existing idea, but didn't find one that really matched your request.

Original Message:
Sent: 7/18/2024 7:21:00 AM
From: Samuel Jillard
Subject: RE: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hey Ramsha,

Good question, I will try and test this and see if anyone else knows the answer in the meantime

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-18-2024 01:42
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

#Unsure/Other

------------------------------
Ramsha Shaikh
Newfold Digital
------------------------------

Hi Samuel,

Any updates?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 09:52
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Thanks for your reply. 

It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

I get your point. Specifically, I'm referring to importing articles rather than FAQs. For articles, if I use a CSV or Excel file for import, how should I format them? I attempted formatting within Excel cells using bold text and new lines, but upon import, it all appears as a single paragraph without any formatting retained. What approach would you suggest for efficiently importing numerous articles or blogs into the knowledge base?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 05:39
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

In answer to your questions:

• Is there any way to bulk import articles that keeps the proper formatting intact?  It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

• Can media content (images, videos, etc.) be included in these bulk imports? Supported content: Text only. Rich media (images and video, for example) is not supported.

• Are there any alternative import methods I might be overlooking? You can also Import a question and answer pair from a public URL or HTML file

If you require the ability to import Rich media, then I would recommend raising an Idea on the Genesys Cloud Product Ideas Lab, I did check to see if there was an existing idea, but didn't find one that really matched your request.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-22-2024 04:32
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Original Message:
Sent: 7/18/2024 7:21:00 AM
From: Samuel Jillard
Subject: RE: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hey Ramsha,

Good question, I will try and test this and see if anyone else knows the answer in the meantime

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-18-2024 01:42
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

#Unsure/Other

------------------------------
Ramsha Shaikh
Newfold Digital
------------------------------

Hi Ramsha,

Sorry for the delayed response.  It appears that when importing as CSV or XLSX it is very basic, using the JSON format allows more details and formatting to be added prior to importing: Import or export articles in a knowledge base v2 

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-26-2024 13:05
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Samuel,

Any updates?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 09:52
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Thanks for your reply. 

It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

I get your point. Specifically, I'm referring to importing articles rather than FAQs. For articles, if I use a CSV or Excel file for import, how should I format them? I attempted formatting within Excel cells using bold text and new lines, but upon import, it all appears as a single paragraph without any formatting retained. What approach would you suggest for efficiently importing numerous articles or blogs into the knowledge base?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 05:39
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

In answer to your questions:

• Is there any way to bulk import articles that keeps the proper formatting intact?  It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

• Can media content (images, videos, etc.) be included in these bulk imports? Supported content: Text only. Rich media (images and video, for example) is not supported.

• Are there any alternative import methods I might be overlooking? You can also Import a question and answer pair from a public URL or HTML file

If you require the ability to import Rich media, then I would recommend raising an Idea on the Genesys Cloud Product Ideas Lab, I did check to see if there was an existing idea, but didn't find one that really matched your request.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-22-2024 04:32
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Original Message:
Sent: 7/18/2024 7:21:00 AM
From: Samuel Jillard
Subject: RE: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hey Ramsha,

Good question, I will try and test this and see if anyone else knows the answer in the meantime

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-18-2024 01:42
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

#Unsure/Other

------------------------------
Ramsha Shaikh
Newfold Digital
------------------------------

Hi Samuel,

It's been a while! I hope you're doing well.

We're currently testing the Agent Copilot Knowledge suggestion feature, and I've come across an observation I wanted to share.

I'm using a CSV file to import 486 articles for testing in the Knowledge Base.

However, I noticed when I test the queries in Test Articles box with exact phrasing, the articles weren't being fetched. After debugging for hours, I discovered that some articles had whitespaces at the start of the text. Once I removed those whitespaces from the article and tested the same phrases again, the retrieval worked perfectly!

I have attached the video recording for the reference

I'm curious, how do a couple of spaces impact the answer retrieval process? Is there a way to handle such cases automatically during import or retrieval?

Looking forward to your thoughts!

Hi Ramsha,

Sorry for the delayed response.  It appears that when importing as CSV or XLSX it is very basic, using the JSON format allows more details and formatting to be added prior to importing: Import or export articles in a knowledge base v2 

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-26-2024 13:05
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Samuel,

Any updates?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 09:52
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Thanks for your reply. 

It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

I get your point. Specifically, I'm referring to importing articles rather than FAQs. For articles, if I use a CSV or Excel file for import, how should I format them? I attempted formatting within Excel cells using bold text and new lines, but upon import, it all appears as a single paragraph without any formatting retained. What approach would you suggest for efficiently importing numerous articles or blogs into the knowledge base?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 05:39
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

In answer to your questions:

• Is there any way to bulk import articles that keeps the proper formatting intact?  It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

• Can media content (images, videos, etc.) be included in these bulk imports? Supported content: Text only. Rich media (images and video, for example) is not supported.

• Are there any alternative import methods I might be overlooking? You can also Import a question and answer pair from a public URL or HTML file

If you require the ability to import Rich media, then I would recommend raising an Idea on the Genesys Cloud Product Ideas Lab, I did check to see if there was an existing idea, but didn't find one that really matched your request.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-22-2024 04:32
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Original Message:
Sent: 7/18/2024 7:21:00 AM
From: Samuel Jillard
Subject: RE: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hey Ramsha,

Good question, I will try and test this and see if anyone else knows the answer in the meantime

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-18-2024 01:42
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

#Unsure/Other

------------------------------
Ramsha Shaikh
Newfold Digital
------------------------------

Hi Ramsha,

Happy New year! I would say the "exact" phrasing would need to include the whitespace for it to be exactly the same, although annoying. So it would be best to make sure the white spaces are removed in your spreadsheet program of choice before uploading the csv.  I am not sure if it is possible to remove the spaces as part of the upload/processing, but you could raise an idea on the Genesys Cloud Product Ideas Lab to request this for a potential future update.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 01-02-2025 10:12
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Samuel,

It's been a while! I hope you're doing well.

We're currently testing the Agent Copilot Knowledge suggestion feature, and I've come across an observation I wanted to share.

I'm using a CSV file to import 486 articles for testing in the Knowledge Base.

However, I noticed when I test the queries in Test Articles box with exact phrasing, the articles weren't being fetched. After debugging for hours, I discovered that some articles had whitespaces at the start of the text. Once I removed those whitespaces from the article and tested the same phrases again, the retrieval worked perfectly!

I have attached the video recording for the reference

I'm curious, how do a couple of spaces impact the answer retrieval process? Is there a way to handle such cases automatically during import or retrieval?

Looking forward to your thoughts!

------------------------------
Ramsha Shaikh
Telecom/AI Engineer

Original Message:
Sent: 08-13-2024 11:30
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

Sorry for the delayed response.  It appears that when importing as CSV or XLSX it is very basic, using the JSON format allows more details and formatting to be added prior to importing: Import or export articles in a knowledge base v2 

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-26-2024 13:05
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Samuel,

Any updates?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 09:52
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Thanks for your reply. 

It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

I get your point. Specifically, I'm referring to importing articles rather than FAQs. For articles, if I use a CSV or Excel file for import, how should I format them? I attempted formatting within Excel cells using bold text and new lines, but upon import, it all appears as a single paragraph without any formatting retained. What approach would you suggest for efficiently importing numerous articles or blogs into the knowledge base?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 05:39
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

In answer to your questions:

• Is there any way to bulk import articles that keeps the proper formatting intact?  It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

• Can media content (images, videos, etc.) be included in these bulk imports? Supported content: Text only. Rich media (images and video, for example) is not supported.

• Are there any alternative import methods I might be overlooking? You can also Import a question and answer pair from a public URL or HTML file

If you require the ability to import Rich media, then I would recommend raising an Idea on the Genesys Cloud Product Ideas Lab, I did check to see if there was an existing idea, but didn't find one that really matched your request.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-22-2024 04:32
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Original Message:
Sent: 7/18/2024 7:21:00 AM
From: Samuel Jillard
Subject: RE: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hey Ramsha,

Good question, I will try and test this and see if anyone else knows the answer in the meantime

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-18-2024 01:42
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

#Unsure/Other

------------------------------
Ramsha Shaikh
Newfold Digital
------------------------------

Hi Samuel,

Happy New Year to you too!

Also, Thank you so much for the prompt response! I checked, and yes, adding the whitespaces to the phrasing worked.

However, this has made me even more curious; are there any articles, documentation, or videos available that explain such minor nuances and the inner workings of the knowledge retrieval model? I'd love to understand this better to avoid similar issues/ limitations in the future.

Looking forward to your insights!

------------------------------
Ramsha Shaikh
Telecom/AI Engineer

Original Message:
Sent: 01-02-2025 10:28
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

Happy New year! I would say the "exact" phrasing would need to include the whitespace for it to be exactly the same, although annoying. So it would be best to make sure the white spaces are removed in your spreadsheet program of choice before uploading the csv.  I am not sure if it is possible to remove the spaces as part of the upload/processing, but you could raise an idea on the Genesys Cloud Product Ideas Lab to request this for a potential future update.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 01-02-2025 10:12
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Samuel,

It's been a while! I hope you're doing well.

We're currently testing the Agent Copilot Knowledge suggestion feature, and I've come across an observation I wanted to share.

I'm using a CSV file to import 486 articles for testing in the Knowledge Base.

However, I noticed when I test the queries in Test Articles box with exact phrasing, the articles weren't being fetched. After debugging for hours, I discovered that some articles had whitespaces at the start of the text. Once I removed those whitespaces from the article and tested the same phrases again, the retrieval worked perfectly!

I have attached the video recording for the reference

I'm curious, how do a couple of spaces impact the answer retrieval process? Is there a way to handle such cases automatically during import or retrieval?

Looking forward to your thoughts!

------------------------------
Ramsha Shaikh
Telecom/AI Engineer

Original Message:
Sent: 08-13-2024 11:30
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

Sorry for the delayed response.  It appears that when importing as CSV or XLSX it is very basic, using the JSON format allows more details and formatting to be added prior to importing: Import or export articles in a knowledge base v2 

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-26-2024 13:05
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Samuel,

Any updates?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 09:52
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Thanks for your reply. 

It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

I get your point. Specifically, I'm referring to importing articles rather than FAQs. For articles, if I use a CSV or Excel file for import, how should I format them? I attempted formatting within Excel cells using bold text and new lines, but upon import, it all appears as a single paragraph without any formatting retained. What approach would you suggest for efficiently importing numerous articles or blogs into the knowledge base?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 05:39
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

In answer to your questions:

• Is there any way to bulk import articles that keeps the proper formatting intact?  It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

• Can media content (images, videos, etc.) be included in these bulk imports? Supported content: Text only. Rich media (images and video, for example) is not supported.

• Are there any alternative import methods I might be overlooking? You can also Import a question and answer pair from a public URL or HTML file

If you require the ability to import Rich media, then I would recommend raising an Idea on the Genesys Cloud Product Ideas Lab, I did check to see if there was an existing idea, but didn't find one that really matched your request.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-22-2024 04:32
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Original Message:
Sent: 7/18/2024 7:21:00 AM
From: Samuel Jillard
Subject: RE: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hey Ramsha,

Good question, I will try and test this and see if anyone else knows the answer in the meantime

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-18-2024 01:42
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

#Unsure/Other

------------------------------
Ramsha Shaikh
Newfold Digital
------------------------------

I cant find any documentation for knowledge articles specifically, but the blank space is seen as a character so for an exact match it would need to be the same. If it is worded as " help" and you search for an exact match of "help" it wont be exactly the same and wont be returned. The words need to match exactly the way they appear in the text.

I will continue to investigate if we have any available documentation to confirm this though

Hi Samuel,

Happy New Year to you too!

Also, Thank you so much for the prompt response! I checked, and yes, adding the whitespaces to the phrasing worked.

However, this has made me even more curious; are there any articles, documentation, or videos available that explain such minor nuances and the inner workings of the knowledge retrieval model? I'd love to understand this better to avoid similar issues/ limitations in the future.

Looking forward to your insights!

------------------------------
Ramsha Shaikh
Telecom/AI Engineer

Original Message:
Sent: 01-02-2025 10:28
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

Happy New year! I would say the "exact" phrasing would need to include the whitespace for it to be exactly the same, although annoying. So it would be best to make sure the white spaces are removed in your spreadsheet program of choice before uploading the csv.  I am not sure if it is possible to remove the spaces as part of the upload/processing, but you could raise an idea on the Genesys Cloud Product Ideas Lab to request this for a potential future update.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 01-02-2025 10:12
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Samuel,

It's been a while! I hope you're doing well.

We're currently testing the Agent Copilot Knowledge suggestion feature, and I've come across an observation I wanted to share.

I'm using a CSV file to import 486 articles for testing in the Knowledge Base.

However, I noticed when I test the queries in Test Articles box with exact phrasing, the articles weren't being fetched. After debugging for hours, I discovered that some articles had whitespaces at the start of the text. Once I removed those whitespaces from the article and tested the same phrases again, the retrieval worked perfectly!

I have attached the video recording for the reference

I'm curious, how do a couple of spaces impact the answer retrieval process? Is there a way to handle such cases automatically during import or retrieval?

Looking forward to your thoughts!

------------------------------
Ramsha Shaikh
Telecom/AI Engineer

Original Message:
Sent: 08-13-2024 11:30
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

Sorry for the delayed response.  It appears that when importing as CSV or XLSX it is very basic, using the JSON format allows more details and formatting to be added prior to importing: Import or export articles in a knowledge base v2 

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-26-2024 13:05
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Samuel,

Any updates?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 09:52
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Thanks for your reply. 

It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

I get your point. Specifically, I'm referring to importing articles rather than FAQs. For articles, if I use a CSV or Excel file for import, how should I format them? I attempted formatting within Excel cells using bold text and new lines, but upon import, it all appears as a single paragraph without any formatting retained. What approach would you suggest for efficiently importing numerous articles or blogs into the knowledge base?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 05:39
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

In answer to your questions:

• Is there any way to bulk import articles that keeps the proper formatting intact?  It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

• Can media content (images, videos, etc.) be included in these bulk imports? Supported content: Text only. Rich media (images and video, for example) is not supported.

• Are there any alternative import methods I might be overlooking? You can also Import a question and answer pair from a public URL or HTML file

If you require the ability to import Rich media, then I would recommend raising an Idea on the Genesys Cloud Product Ideas Lab, I did check to see if there was an existing idea, but didn't find one that really matched your request.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-22-2024 04:32
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Original Message:
Sent: 7/18/2024 7:21:00 AM
From: Samuel Jillard
Subject: RE: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hey Ramsha,

Good question, I will try and test this and see if anyone else knows the answer in the meantime

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-18-2024 01:42
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

#Unsure/Other

------------------------------
Ramsha Shaikh
Newfold Digital
------------------------------

Thank you for the explanation.

The articles I imported had newline characters, and some had whitespaces at the start of the articles. I was wondering, shouldn't the knowledge model consider the full content of the article and not be sensitive to characters like newlines or whitespaces?

I cant find any documentation for knowledge articles specifically, but the blank space is seen as a character so for an exact match it would need to be the same. If it is worded as " help" and you search for an exact match of "help" it wont be exactly the same and wont be returned. The words need to match exactly the way they appear in the text.

I will continue to investigate if we have any available documentation to confirm this though

Hi Samuel,

Happy New Year to you too!

Also, Thank you so much for the prompt response! I checked, and yes, adding the whitespaces to the phrasing worked.

However, this has made me even more curious; are there any articles, documentation, or videos available that explain such minor nuances and the inner workings of the knowledge retrieval model? I'd love to understand this better to avoid similar issues/ limitations in the future.

Looking forward to your insights!

------------------------------
Ramsha Shaikh
Telecom/AI Engineer

Original Message:
Sent: 01-02-2025 10:28
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

Happy New year! I would say the "exact" phrasing would need to include the whitespace for it to be exactly the same, although annoying. So it would be best to make sure the white spaces are removed in your spreadsheet program of choice before uploading the csv.  I am not sure if it is possible to remove the spaces as part of the upload/processing, but you could raise an idea on the Genesys Cloud Product Ideas Lab to request this for a potential future update.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 01-02-2025 10:12
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Samuel,

It's been a while! I hope you're doing well.

We're currently testing the Agent Copilot Knowledge suggestion feature, and I've come across an observation I wanted to share.

I'm using a CSV file to import 486 articles for testing in the Knowledge Base.

However, I noticed when I test the queries in Test Articles box with exact phrasing, the articles weren't being fetched. After debugging for hours, I discovered that some articles had whitespaces at the start of the text. Once I removed those whitespaces from the article and tested the same phrases again, the retrieval worked perfectly!

I have attached the video recording for the reference

I'm curious, how do a couple of spaces impact the answer retrieval process? Is there a way to handle such cases automatically during import or retrieval?

Looking forward to your thoughts!

------------------------------
Ramsha Shaikh
Telecom/AI Engineer

Original Message:
Sent: 08-13-2024 11:30
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

Sorry for the delayed response.  It appears that when importing as CSV or XLSX it is very basic, using the JSON format allows more details and formatting to be added prior to importing: Import or export articles in a knowledge base v2 

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-26-2024 13:05
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Samuel,

Any updates?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 09:52
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Thanks for your reply. 

It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

I get your point. Specifically, I'm referring to importing articles rather than FAQs. For articles, if I use a CSV or Excel file for import, how should I format them? I attempted formatting within Excel cells using bold text and new lines, but upon import, it all appears as a single paragraph without any formatting retained. What approach would you suggest for efficiently importing numerous articles or blogs into the knowledge base?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 05:39
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

In answer to your questions:

• Is there any way to bulk import articles that keeps the proper formatting intact?  It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

• Can media content (images, videos, etc.) be included in these bulk imports? Supported content: Text only. Rich media (images and video, for example) is not supported.

• Are there any alternative import methods I might be overlooking? You can also Import a question and answer pair from a public URL or HTML file

If you require the ability to import Rich media, then I would recommend raising an Idea on the Genesys Cloud Product Ideas Lab, I did check to see if there was an existing idea, but didn't find one that really matched your request.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-22-2024 04:32
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Original Message:
Sent: 7/18/2024 7:21:00 AM
From: Samuel Jillard
Subject: RE: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hey Ramsha,

Good question, I will try and test this and see if anyone else knows the answer in the meantime

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-18-2024 01:42
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

#Unsure/Other

------------------------------
Ramsha Shaikh
Newfold Digital
------------------------------

Ah, I see what you mean now.  I didn't see the video you had uploaded before I replied.  I think this would be worthy of a case with customer care to investigate.

I thought the spaces were in the phrase, not that it ignored the whole article if it had spaces at the beginning of the actual article!

Thank you for the explanation.

The articles I imported had newline characters, and some had whitespaces at the start of the articles. I was wondering, shouldn't the knowledge model consider the full content of the article and not be sensitive to characters like newlines or whitespaces?

I cant find any documentation for knowledge articles specifically, but the blank space is seen as a character so for an exact match it would need to be the same. If it is worded as " help" and you search for an exact match of "help" it wont be exactly the same and wont be returned. The words need to match exactly the way they appear in the text.

I will continue to investigate if we have any available documentation to confirm this though

Hi Samuel,

Happy New Year to you too!

Also, Thank you so much for the prompt response! I checked, and yes, adding the whitespaces to the phrasing worked.

However, this has made me even more curious; are there any articles, documentation, or videos available that explain such minor nuances and the inner workings of the knowledge retrieval model? I'd love to understand this better to avoid similar issues/ limitations in the future.

Looking forward to your insights!

------------------------------
Ramsha Shaikh
Telecom/AI Engineer

Original Message:
Sent: 01-02-2025 10:28
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

Happy New year! I would say the "exact" phrasing would need to include the whitespace for it to be exactly the same, although annoying. So it would be best to make sure the white spaces are removed in your spreadsheet program of choice before uploading the csv.  I am not sure if it is possible to remove the spaces as part of the upload/processing, but you could raise an idea on the Genesys Cloud Product Ideas Lab to request this for a potential future update.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 01-02-2025 10:12
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Samuel,

It's been a while! I hope you're doing well.

We're currently testing the Agent Copilot Knowledge suggestion feature, and I've come across an observation I wanted to share.

I'm using a CSV file to import 486 articles for testing in the Knowledge Base.

However, I noticed when I test the queries in Test Articles box with exact phrasing, the articles weren't being fetched. After debugging for hours, I discovered that some articles had whitespaces at the start of the text. Once I removed those whitespaces from the article and tested the same phrases again, the retrieval worked perfectly!

I have attached the video recording for the reference

I'm curious, how do a couple of spaces impact the answer retrieval process? Is there a way to handle such cases automatically during import or retrieval?

Looking forward to your thoughts!

------------------------------
Ramsha Shaikh
Telecom/AI Engineer

Original Message:
Sent: 08-13-2024 11:30
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

Sorry for the delayed response.  It appears that when importing as CSV or XLSX it is very basic, using the JSON format allows more details and formatting to be added prior to importing: Import or export articles in a knowledge base v2 

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-26-2024 13:05
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Samuel,

Any updates?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 09:52
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Thanks for your reply. 

It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

I get your point. Specifically, I'm referring to importing articles rather than FAQs. For articles, if I use a CSV or Excel file for import, how should I format them? I attempted formatting within Excel cells using bold text and new lines, but upon import, it all appears as a single paragraph without any formatting retained. What approach would you suggest for efficiently importing numerous articles or blogs into the knowledge base?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 05:39
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

In answer to your questions:

• Is there any way to bulk import articles that keeps the proper formatting intact?  It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

• Can media content (images, videos, etc.) be included in these bulk imports? Supported content: Text only. Rich media (images and video, for example) is not supported.

• Are there any alternative import methods I might be overlooking? You can also Import a question and answer pair from a public URL or HTML file

If you require the ability to import Rich media, then I would recommend raising an Idea on the Genesys Cloud Product Ideas Lab, I did check to see if there was an existing idea, but didn't find one that really matched your request.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-22-2024 04:32
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Original Message:
Sent: 7/18/2024 7:21:00 AM
From: Samuel Jillard
Subject: RE: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hey Ramsha,

Good question, I will try and test this and see if anyone else knows the answer in the meantime

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-18-2024 01:42
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

#Unsure/Other

------------------------------
Ramsha Shaikh
Newfold Digital
------------------------------

Ah, I see what you mean now.  I didn't see the video you had uploaded before I replied.  I think this would be worthy of a case with customer care to investigate.

I thought the spaces were in the phrase, not that it ignored the whole article if it had spaces at the beginning of the actual article!

Thank you for the explanation.

The articles I imported had newline characters, and some had whitespaces at the start of the articles. I was wondering, shouldn't the knowledge model consider the full content of the article and not be sensitive to characters like newlines or whitespaces?

I cant find any documentation for knowledge articles specifically, but the blank space is seen as a character so for an exact match it would need to be the same. If it is worded as " help" and you search for an exact match of "help" it wont be exactly the same and wont be returned. The words need to match exactly the way they appear in the text.

I will continue to investigate if we have any available documentation to confirm this though

Hi Samuel,

Happy New Year to you too!

Also, Thank you so much for the prompt response! I checked, and yes, adding the whitespaces to the phrasing worked.

However, this has made me even more curious; are there any articles, documentation, or videos available that explain such minor nuances and the inner workings of the knowledge retrieval model? I'd love to understand this better to avoid similar issues/ limitations in the future.

Looking forward to your insights!

------------------------------
Ramsha Shaikh
Telecom/AI Engineer

Original Message:
Sent: 01-02-2025 10:28
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

Happy New year! I would say the "exact" phrasing would need to include the whitespace for it to be exactly the same, although annoying. So it would be best to make sure the white spaces are removed in your spreadsheet program of choice before uploading the csv.  I am not sure if it is possible to remove the spaces as part of the upload/processing, but you could raise an idea on the Genesys Cloud Product Ideas Lab to request this for a potential future update.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 01-02-2025 10:12
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Samuel,

It's been a while! I hope you're doing well.

We're currently testing the Agent Copilot Knowledge suggestion feature, and I've come across an observation I wanted to share.

I'm using a CSV file to import 486 articles for testing in the Knowledge Base.

However, I noticed when I test the queries in Test Articles box with exact phrasing, the articles weren't being fetched. After debugging for hours, I discovered that some articles had whitespaces at the start of the text. Once I removed those whitespaces from the article and tested the same phrases again, the retrieval worked perfectly!

I have attached the video recording for the reference

I'm curious, how do a couple of spaces impact the answer retrieval process? Is there a way to handle such cases automatically during import or retrieval?

Looking forward to your thoughts!

------------------------------
Ramsha Shaikh
Telecom/AI Engineer

Original Message:
Sent: 08-13-2024 11:30
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

Sorry for the delayed response.  It appears that when importing as CSV or XLSX it is very basic, using the JSON format allows more details and formatting to be added prior to importing: Import or export articles in a knowledge base v2 

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-26-2024 13:05
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Samuel,

Any updates?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 09:52
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Thanks for your reply. 

It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

I get your point. Specifically, I'm referring to importing articles rather than FAQs. For articles, if I use a CSV or Excel file for import, how should I format them? I attempted formatting within Excel cells using bold text and new lines, but upon import, it all appears as a single paragraph without any formatting retained. What approach would you suggest for efficiently importing numerous articles or blogs into the knowledge base?

------------------------------
Ramsha Shaikh
Newfold Digital

Original Message:
Sent: 07-22-2024 05:39
From: Samuel Jillard
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi Ramsha,

In answer to your questions:

• Is there any way to bulk import articles that keeps the proper formatting intact?  It appears this is dependent on how it was formatted initially.  As the knowledge articles are being created from the source data you are importing, it formats them within the parameters of the knowledge base.  If they already match this formatting, then the articles will keep this formatting.

• Can media content (images, videos, etc.) be included in these bulk imports? Supported content: Text only. Rich media (images and video, for example) is not supported.

• Are there any alternative import methods I might be overlooking? You can also Import a question and answer pair from a public URL or HTML file

If you require the ability to import Rich media, then I would recommend raising an Idea on the Genesys Cloud Product Ideas Lab, I did check to see if there was an existing idea, but didn't find one that really matched your request.

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-22-2024 04:32
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Original Message:
Sent: 7/18/2024 7:21:00 AM
From: Samuel Jillard
Subject: RE: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hey Ramsha,

Good question, I will try and test this and see if anyone else knows the answer in the meantime

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-18-2024 01:42
From: Ramsha Shaikh
Subject: Bulk Importing Articles with Formatting and Media in Knowledge Workbench

Hi everyone,

I'm looking for advice on how to bulk import articles into Knowledge Base while preserving their formatting and including media content. So far, I've found that the supported import methods (JSON, Excel, CSV) only allow importing text content, and they don't maintain the original text formatting.

My questions are:

1. Is there any way to bulk import articles that keeps the proper formatting intact?
2. Can media content (images, videos, etc.) be included in these bulk imports?
3. Are there any alternative import methods I might be overlooking?

I'd greatly appreciate any insights, workarounds, or best practices you can share for handling this kind of bulk import while maintaining article integrity.

Thanks in advance for your help!

#Unsure/Other

------------------------------
Ramsha Shaikh
Newfold Digital
------------------------------