Hello.

I am rebuilding our digital bot and would like to use the Knowledge App in the Messenger Homescreen. I like how Genesys added in the ability to categorize articles for easy navigation by our site visitors. However, I can't find a way to hide articles that I don't want to be discoverable in the Knowledge App but still allow them to work in the Messaging app.

We have several articles that I define as bot chatter, like a "Thank you" article that just says "You are welcome", or a "Hello" article that says "How can I help you today". I don't want those to be topics that a site visitor could navigate through, but they are useful for general back and forth conversational flow with the bot. I have tried toggling them off under the Visible setting in the knowledge base, but that appears to make them unusable for the bot.

tldr: Is there a way to hide knowledge articles from the knowledge app, but still allow the articles to be used by the messaging app/bot?

Thank you!

I believe you need to adjust the touchpoints selected for the specific article!  If you click on the three dots by "Default" when you are editing an article, select Edit Variation then uncheck the touchpoints you do not want that article to be a part of!

Hello.

I am rebuilding our digital bot and would like to use the Knowledge App in the Messenger Homescreen. I like how Genesys added in the ability to categorize articles for easy navigation by our site visitors. However, I can't find a way to hide articles that I don't want to be discoverable in the Knowledge App but still allow them to work in the Messaging app.

We have several articles that I define as bot chatter, like a "Thank you" article that just says "You are welcome", or a "Hello" article that says "How can I help you today". I don't want those to be topics that a site visitor could navigate through, but they are useful for general back and forth conversational flow with the bot. I have tried toggling them off under the Visible setting in the knowledge base, but that appears to make them unusable for the bot.

tldr: Is there a way to hide knowledge articles from the knowledge app, but still allow the articles to be used by the messaging app/bot?

Thank you!