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Is there a way to configure categories or labels in Genesys Cloud Architect to improve the searchability of knowledge articles for virtual agents? If so, could you please provide guidance or documentation on how to set this up?

  • 1.  Is there a way to configure categories or labels in Genesys Cloud Architect to improve the searchability of knowledge articles for virtual agents? If so, could you please provide guidance or documentation on how to set this up?

    Posted 08-19-2025 11:07

    Is there a way to configure categories or labels in Genesys Cloud Architect to improve the searchability of knowledge articles for virtual agents? If so, could you please provide guidance or documentation on how to set this up?


    #Architect

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    Jarvish Kisanth Singh
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  • 2.  RE: Is there a way to configure categories or labels in Genesys Cloud Architect to improve the searchability of knowledge articles for virtual agents? If so, could you please provide guidance or documentation on how to set this up?

    Posted 08-23-2025 16:59

    Categories and Labels on articles are designed for making routing decisions in Architect rather than searching, to my understanding...



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    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
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