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  • 1.  Knowledge Bases articles images are not displayed in WhatsApp

    Posted 20 days ago
    Edited by Misael Eduardo Rodriguez Acevedo 13 days ago

    Hello community;

    We want to leverage our knowledge bases in WhatsApp self-service flows, but we're encountering an issue with articles that include supporting images (jpg, jpeg, png), as these images aren't displaying in WhatsApp.

    Do you know if this modification will be made to the product roadmap so that these images are publicly available? This would make the knowledge bases more functional and accessible across all channels.


    #MobileMessenger
    #WebMessaging
    #knowledgebase

    #Socialchannelmanagement


    ------------------------------
    Misael Eduardo Rodriguez Acevedo
    Sixbell
    Specialist
    misael.rodriguez@sixbell.com
    ------------------------------



  • 2.  RE: Knowledge Bases articles images are not displayed in WhatsApp

    Posted 19 days ago

    Hi Misael,

    From what I could validate, the limitation is less related to WhatsApp itself and more related to how knowledge article content is rendered across channels/touchpoints inside Genesys Cloud.

    Genesys documentation shows that Knowledge supports images in some experiences, but support can vary depending on the channel and rendering layer being used.

    WhatsApp itself supports rich media and images natively in Genesys Cloud, including JPG and PNG formats, so the channel is technically capable of displaying media.

    What I suspect is happening here is that embedded images inside Knowledge articles are not currently exposed/rendered the same way when the response is delivered through WhatsApp self-service flows.

    In practice, many teams work around this by:

    • sending the image separately as media
    • hosting the image publicly and sharing the URL
    • or restructuring the article to avoid dependency on embedded images

    I have not seen any official roadmap commitment yet specifically mentioning native rendering of embedded Knowledge article images in WhatsApp bot responses, but honestly this would be a very valuable enhancement for omnichannel knowledge consistency.



    ------------------------------
    Gabriel Garcia
    NA
    ------------------------------



  • 3.  RE: Knowledge Bases articles images are not displayed in WhatsApp

    Posted 17 days ago

    Hi Gabriel; 

    Thanks for your response!

    I understand that workarounds exist for displaying images on digital channels like WhatsApp. What I'd like to emphasize is the need for this capability (having media at public URLs), to be integrated into the Genesys Cloud knowledge base. This would allow articles to be used regardless of the communication channel. Perhaps Genesys could create an alternative repository for this media.


    ------------------------------
    Misael Eduardo Rodriguez Acevedo
    Sixbell Colombia S.A.S.
    Engineer Specialist
    misael.rodriguez@sixbell.com
    ------------------------------

    Original Message


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