Genesys Cloud - Main

Hello,

Using the proposed method to Control knowledge behavior in your voice or digital bot flow: Control knowledge behavior in your voice or digital bot flow - Genesys Cloud Resource Center 

Does anybody have a suggestion on how I could have the bot display the title of the article immediately prior to Showing the Knowledge Article? So if I pull back 3 articles that are potential matches for the customer, I want to loop through showing all, but list the name of the article with the article text. I am assuming I can set all article titles as a variable and then add a communicate object at the top of the loop to display that title then the Knowledge Article but struggling on how to accomplish that.

Thank you!

Hi Nicole VanWie

You can use Flow.searchResults[x].name to display the article title before showing its content. Inside your loop, add a Communicate action to show the title, and then use a Knowledge action to display the article content itself. This way, the bot will list each article with its title displayed before the content.

Hope this helps!

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Luiz Rosa
Full stack developer
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Thank you Luiz! That is exactly what I needed!