Genesys Cloud - Main

Hi,

We are testing with co-pilot for voice & chat.

Both channels are linked to the same knowledge base.  However we would like to have a differnet variant per channel.

So per article we would like to have 2 version. One for voice and one for chat.  (not chatbot)

Is this possible?

Thierry

Hello Thierry,

I think you would be able to do this with two separate articles. You could use the Categories / Labels to help distinguish between the two.

https://help.mypurecloud.com/articles/add-question-and-answer-articles-to-a-knowledge-base-v2/