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  • 1.  Knowledge Fabric

    Posted 3 hours ago
    Knowledge Fabric question for the group 👋

    Has anyone created a Knowledge Fabric article that contains hyperlinks to external web pages or videos, and then successfully used those links in responses from an agentic virtual agent on WhatsApp?

    I'm particularly interested in:

    • Whether the hyperlinks rendered correctly in the WhatsApp conversation
    • Any Genesys Digital Bot / Architect / Knowledge configuration considerations
    • Known limitations, formatting rules, or best practices
    • Examples of what worked well - and what to avoid

    Any real-world experience, screenshots, or guidance would be appreciated. Thanks!


    #CoffeeTalk

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    Adrian Jones
    Senior Manager Contact Centre
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  • 2.  RE: Knowledge Fabric

    Posted 2 hours ago

    Hi Adrian,

    Interesting question, I'd also be interested to know.

    A few references that seem relevant:

    What I still could not clearly confirm from the docs is whether a hyperlink embedded directly in a Knowledge Fabric answer will automatically render the same way in an Agentic Virtual Agent WhatsApp response, or whether a separate rich link approach is the better pattern. Hopefully someone who has tested this end to end can share what worked well.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


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