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  • 1.  Can AI Knowledge Articles dynamically read data through an external document link and generate answers

    Posted 03-06-2026 12:09

    Hi Team,

    If I paste a public sharing URL to an Excel workbook(hosted on OneDrive or SharePoint) into the body of an AI Knowledge Article, can the virtual agent  use Answer Generation to read live data inside the spreadsheet?
    For E.g. Customer provides ID'123' -> Bot should go through the document and tell correct details Infront of that ID

    Whether the standard AI engine can actually cross-reference linked documents content in real time for specifics or it is restricted to reading only the text present in the article

    Thanks ,


    #AIConfiguration
    #ArchitectandDesign
    #ConversationalAI(Bots,VirtualAgent,etc.)

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    Rutuja Sunil Mali
    NA
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  • 2.  RE: Can AI Knowledge Articles dynamically read data through an external document link and generate answers

    Posted 03-06-2026 13:22

    Hello Rutuja, 

    No, to my knowledge the virtual agent cannot read the live data from an Excel workbook linked via a public URL in the body of a knowledge article. This is a limitation and would need an enhancement request in our ideas portal. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Can AI Knowledge Articles dynamically read data through an external document link and generate answers

    Posted 03-06-2026 17:13

    You could consider a small web service hosted either in a Cloud function or in lambda that could read the file and return the values back to the data action calling that Cloud function. Would be worth a try!



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 4.  RE: Can AI Knowledge Articles dynamically read data through an external document link and generate answers

    Posted 03-06-2026 22:52

    Thank you Robert and Cameron.

    Even I had that approach for fetching data using web services.Just wanted to explore that if our Virtual Agent LLMs have this level of AI Capabilities other than generating intents,and summarisation,automatic wrap codes,etc.



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    Rutuja Sunil Mali
    NA
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    Original Message


  • 5.  RE: Can AI Knowledge Articles dynamically read data through an external document link and generate answers
    Best Answer

    Posted 03-09-2026 01:21
    Edited by Cameron Tomlin 03-11-2026 11:16

    Could it be possible with the new Knowledge Fabric & SharePoint Connector?  I've not tested this myself, but this TAM Studios demo of the new knowledge connector made it seem possible..

    https://community.genesys.com/viewdocument/introducing-knowledge-fabric?CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=librarydocuments

    I don't think you can get it to source information in real time as the sharepoint and Genesys would need to periodically update for new information.  



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    Robert Niblock
    Contact Centre Technology Analyst
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    Original Message


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