Genesys Cloud - Main

According to the Resource Center, I can import using an HTML file if four conditions are met.

However, there are cases where an HTML file cannot be imported even if it meets all four conditions.

https://help.mypurecloud.com/articles/import-or-export-articles-in-a-knowledge-base-v2/#:~:text=Import%20a%20question%20and%20answer%20pair%20from%20a%20public%20URL%20or%20HTML%20file

question:

I have an HTML file that I cannot import even though it meets the requirements. What is the reason?

As an example, I have attached an HTML file that I created.

#ConversationalAI(Bots,AgentAssist,etc.)

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Nobuhisa Iwashima
x
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Hi Nobuhisa,

Do you get any warning messages when trying to import? 

It may be worth opening a case with customer support along with the Network and Console logs capturing when you tried to import the HTML file.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi Nobuhisa,

Did you manage to take a further look at this and check for warnings?

Or if you need further support with regards to opening a case with customer support, let me know.

Thanks

Sam

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 01-09-2025 07:47
From: Samuel Jillard
Subject: Importing question and answer articles into knowledge base V2 using an HTML file

Hi Nobuhisa,

Do you get any warning messages when trying to import? 

It may be worth opening a case with customer support along with the Network and Console logs capturing when you tried to import the HTML file.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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