Hello.

We're just starting to use Copilot for agents in Genesys.

We've seen that you can apply filters by category and labels.

https://help.mypurecloud.com/articles/create-a-new-genesys-agent-copilot/

But when creating the Copilot and selecting the knowledge base, it does not give us this option.

Do you know where that option is?

It's important to us because in our knowledge base we have articles about agents and bots divided by categories and labels.

thank you

Hello.

We're just starting to use Copilot for agents in Genesys.

We've seen that you can apply filters by category and labels.

https://help.mypurecloud.com/articles/create-a-new-genesys-agent-copilot/

But when creating the Copilot and selecting the knowledge base, it does not give us this option.

Do you know where that option is?

It's important to us because in our knowledge base we have articles about agents and bots divided by categories and labels.

thank you

Hi Juan, it's a bit misleading, especially some of the ideas marked as "in development" when there are some that are already delivered.  The ideas portal has a few.... deficiencies...

Before this got rolled back, I think the filter/category stuff they refer to is actually configured on the Rules tab of the Pilot configuration.  You have the default rule for searching knowledge base.  I believe the option was there to edit that and select the categories within this KB.

Hello.

We're just starting to use Copilot for agents in Genesys.

We've seen that you can apply filters by category and labels.

https://help.mypurecloud.com/articles/create-a-new-genesys-agent-copilot/

But when creating the Copilot and selecting the knowledge base, it does not give us this option.

Do you know where that option is?

It's important to us because in our knowledge base we have articles about agents and bots divided by categories and labels.

thank you

Hello
Thanks for your response.

I tried using the resources tab, but it only lets me access items by item.

It's very difficult to do this, given that we have so many articles.

Thanks and I appreciate any input.

I'll continue investigating.

Hi Juan, it's a bit misleading, especially some of the ideas marked as "in development" when there are some that are already delivered.  The ideas portal has a few.... deficiencies...

Before this got rolled back, I think the filter/category stuff they refer to is actually configured on the Rules tab of the Pilot configuration.  You have the default rule for searching knowledge base.  I believe the option was there to edit that and select the categories within this KB.

Hello.

We're just starting to use Copilot for agents in Genesys.

We've seen that you can apply filters by category and labels.

https://help.mypurecloud.com/articles/create-a-new-genesys-agent-copilot/

But when creating the Copilot and selecting the knowledge base, it does not give us this option.

Do you know where that option is?

It's important to us because in our knowledge base we have articles about agents and bots divided by categories and labels.

thank you

Original Message:
Sent: 3/21/2025 3:53:00 AM
From: Juan Carlos Fernandez
Subject: RE: Copilot and filters

Hello
Thanks for your response.

I tried using the resources tab, but it only lets me access items by item.

It's very difficult to do this, given that we have so many articles.

Thanks and I appreciate any input.

I'll continue investigating.

------------------------------
Juan Carlos Fernandez

Original Message:
Sent: 03-20-2025 22:44
From: Vaun McCarthy
Subject: Copilot and filters

Hi Juan, it's a bit misleading, especially some of the ideas marked as "in development" when there are some that are already delivered.  The ideas portal has a few.... deficiencies...

Before this got rolled back, I think the filter/category stuff they refer to is actually configured on the Rules tab of the Pilot configuration.  You have the default rule for searching knowledge base.  I believe the option was there to edit that and select the categories within this KB.

------------------------------
Vaun McCarthy

Original Message:
Sent: 03-20-2025 11:52
From: Juan Carlos Fernandez
Subject: Copilot and filters

Hello.

We're just starting to use Copilot for agents in Genesys.

We've seen that you can apply filters by category and labels.

https://help.mypurecloud.com/articles/create-a-new-genesys-agent-copilot/

But when creating the Copilot and selecting the knowledge base, it does not give us this option.

Do you know where that option is?

It's important to us because in our knowledge base we have articles about agents and bots divided by categories and labels.

thank you

#Unsure/Other

------------------------------
Juan Carlos Fernandez
------------------------------