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  • 1.  Copilot : Knowledge Articles

    Posted 10-11-2024 09:22

    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


    #DigitalChannels

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    Thierry Lesneuck
    CM/MC
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  • 2.  RE: Copilot : Knowledge Articles
    Best Answer

    GENESYS
    Posted 10-11-2024 16:49

    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/



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    Jason Kleitz
    Genesys - Employees
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