Genesys Cloud - Main

Hi,

Based on what you've described, this appears to be the expected behavior of the File Upload source.

Unlike the SharePoint connector, which retains a reference to the original document location, the File Upload connector ingests the document into Knowledge Fabric and doesn't automatically preserve a link to the uploaded file. As a result, the reference link doesn't open the original Word document as it does with the SharePoint connector.

I recommend checking the Developer Center documentation for the File Connector APIs to see if there is any supported metadata (such as a source URL or content URI) that can be provided during the upload process:

https://developer.genesys.cloud/

If you don't find any information there, I'd suggest posting your question in the Ask Me Anything section of the Orchestrators Portal or opening a Customer Care case. They can confirm whether this is an expected limitation or if there is a supported way to configure links to the original source documents.

Orchestrators Portal:
https://orchestrators.genesys.com/

Customer Care:
https://genesys.my.site.com/customercare/

If this functionality is not currently supported, I would also recommend submitting an Idea through the Ideas Portal. I think it would be a valuable enhancement for customers using the File Upload connector, allowing generated references to point back to the original source document in the same way the SharePoint connector does.

Hopefully, someone from the Knowledge Fabric team can confirm whether this behavior is by design or if there is a recommended workaround.

Hi Guys,

thank you very much for your thoughts.

I understand, that when I upload some files from a source like a hard drive or one which does not have an standard interface that this approach is ok.

I'm curious to understand how the SharePoint connector is working or a Confluence connector we can be purchased. I'm checking possibilities to implement an own Confluence connector.

As for the SharePoint connector it is possible to open the original document is how can I make it possible to do so when implementing a Confluence connector. I did not check the Confluence connector but would assume that it would also open the original file.

Any thoughts on that how I could solve the opening of the original document when I would retrieve the knowledge from Confluence?

Thank you for your support, very much appreciated.

Hi,

Based on what you've described, this appears to be the expected behavior of the File Upload source.

Unlike the SharePoint connector, which retains a reference to the original document location, the File Upload connector ingests the document into Knowledge Fabric and doesn't automatically preserve a link to the uploaded file. As a result, the reference link doesn't open the original Word document as it does with the SharePoint connector.

I recommend checking the Developer Center documentation for the File Connector APIs to see if there is any supported metadata (such as a source URL or content URI) that can be provided during the upload process:

https://developer.genesys.cloud/

If you don't find any information there, I'd suggest posting your question in the Ask Me Anything section of the Orchestrators Portal or opening a Customer Care case. They can confirm whether this is an expected limitation or if there is a supported way to configure links to the original source documents.

Orchestrators Portal:
https://orchestrators.genesys.com/

Customer Care:
https://genesys.my.site.com/customercare/

If this functionality is not currently supported, I would also recommend submitting an Idea through the Ideas Portal. I think it would be a valuable enhancement for customers using the File Upload connector, allowing generated references to point back to the original source document in the same way the SharePoint connector does.

Hopefully, someone from the Knowledge Fabric team can confirm whether this behavior is by design or if there is a recommended workaround.

Hi Uzay,

I was curious about your question as well, so I checked with Ask Me Anything on the Orchestrators Portal.

To be honest, I don't know exactly how the SharePoint connector is able to preserve and open the original document link. However, while researching, I got the following information, which might point you in the right direction.

From what I found, Knowledge Fabric indexes the content together with metadata, including the source document and its URL. AI-generated answers can then include source citations that reference the original document. This explains why connectors such as SharePoint can open the original file.

What I couldn't confirm is how a custom connector should provide that original URL. The File Connector API documentation explains the synchronization flow, but I couldn't find details about whether the upload request supports fields such as a source URL, web URI, or document URL that would be used when displaying the reference.

A good next step would be to check the full OpenAPI specification in the Developer Center to see if those fields are available in the upload request:

https://developer.genesys.cloud/devapps/api-explorer

or

https://api.mypurecloud.com/api/v2/docs/swagger (adjust the region if needed)

If you still can't find that information, I would probably open a Customer Care case or wait for someone from the Knowledge Fabric engineering team to reply to this thread, since they would be able to confirm whether this is supported for custom connectors.

Customer Care:
https://genesys.my.site.com/customercare/

Orchestrators Portal (Ask Me Anything):
https://orchestrators.genesys.com/

I hope this helps, and if you find the answer, I'd be interested to know as well.

Hi Guys,

thank you very much for your thoughts.

I understand, that when I upload some files from a source like a hard drive or one which does not have an standard interface that this approach is ok.

I'm curious to understand how the SharePoint connector is working or a Confluence connector we can be purchased. I'm checking possibilities to implement an own Confluence connector.

As for the SharePoint connector it is possible to open the original document is how can I make it possible to do so when implementing a Confluence connector. I did not check the Confluence connector but would assume that it would also open the original file.

Any thoughts on that how I could solve the opening of the original document when I would retrieve the knowledge from Confluence?

Thank you for your support, very much appreciated.

Hi,

Based on what you've described, this appears to be the expected behavior of the File Upload source.

Unlike the SharePoint connector, which retains a reference to the original document location, the File Upload connector ingests the document into Knowledge Fabric and doesn't automatically preserve a link to the uploaded file. As a result, the reference link doesn't open the original Word document as it does with the SharePoint connector.

I recommend checking the Developer Center documentation for the File Connector APIs to see if there is any supported metadata (such as a source URL or content URI) that can be provided during the upload process:

https://developer.genesys.cloud/

If you don't find any information there, I'd suggest posting your question in the Ask Me Anything section of the Orchestrators Portal or opening a Customer Care case. They can confirm whether this is an expected limitation or if there is a supported way to configure links to the original source documents.

Orchestrators Portal:
https://orchestrators.genesys.com/

Customer Care:
https://genesys.my.site.com/customercare/

If this functionality is not currently supported, I would also recommend submitting an Idea through the Ideas Portal. I think it would be a valuable enhancement for customers using the File Upload connector, allowing generated references to point back to the original source document in the same way the SharePoint connector does.

Hopefully, someone from the Knowledge Fabric team can confirm whether this behavior is by design or if there is a recommended workaround.

Hi Uzay,

This is not expected behaviour- when you click the source it should open directly in that source with the fabric API file connector- not Genesys KB articles.

As Genesys is not hosting those files, you need to add the urls to where they are available, for example:

"originUri":"https://somewhere.com/pear.pdf"

Amanda

Hi Uzay,

I was curious about your question as well, so I checked with Ask Me Anything on the Orchestrators Portal.

To be honest, I don't know exactly how the SharePoint connector is able to preserve and open the original document link. However, while researching, I got the following information, which might point you in the right direction.

From what I found, Knowledge Fabric indexes the content together with metadata, including the source document and its URL. AI-generated answers can then include source citations that reference the original document. This explains why connectors such as SharePoint can open the original file.

What I couldn't confirm is how a custom connector should provide that original URL. The File Connector API documentation explains the synchronization flow, but I couldn't find details about whether the upload request supports fields such as a source URL, web URI, or document URL that would be used when displaying the reference.

A good next step would be to check the full OpenAPI specification in the Developer Center to see if those fields are available in the upload request:

https://developer.genesys.cloud/devapps/api-explorer

or

https://api.mypurecloud.com/api/v2/docs/swagger (adjust the region if needed)

If you still can't find that information, I would probably open a Customer Care case or wait for someone from the Knowledge Fabric engineering team to reply to this thread, since they would be able to confirm whether this is supported for custom connectors.

Customer Care:
https://genesys.my.site.com/customercare/

Orchestrators Portal (Ask Me Anything):
https://orchestrators.genesys.com/

I hope this helps, and if you find the answer, I'd be interested to know as well.

Hi Guys,

thank you very much for your thoughts.

I understand, that when I upload some files from a source like a hard drive or one which does not have an standard interface that this approach is ok.

I'm curious to understand how the SharePoint connector is working or a Confluence connector we can be purchased. I'm checking possibilities to implement an own Confluence connector.

As for the SharePoint connector it is possible to open the original document is how can I make it possible to do so when implementing a Confluence connector. I did not check the Confluence connector but would assume that it would also open the original file.

Any thoughts on that how I could solve the opening of the original document when I would retrieve the knowledge from Confluence?

Thank you for your support, very much appreciated.

Hi,

Based on what you've described, this appears to be the expected behavior of the File Upload source.

Unlike the SharePoint connector, which retains a reference to the original document location, the File Upload connector ingests the document into Knowledge Fabric and doesn't automatically preserve a link to the uploaded file. As a result, the reference link doesn't open the original Word document as it does with the SharePoint connector.

I recommend checking the Developer Center documentation for the File Connector APIs to see if there is any supported metadata (such as a source URL or content URI) that can be provided during the upload process:

https://developer.genesys.cloud/

If you don't find any information there, I'd suggest posting your question in the Ask Me Anything section of the Orchestrators Portal or opening a Customer Care case. They can confirm whether this is an expected limitation or if there is a supported way to configure links to the original source documents.

Orchestrators Portal:
https://orchestrators.genesys.com/

Customer Care:
https://genesys.my.site.com/customercare/

If this functionality is not currently supported, I would also recommend submitting an Idea through the Ideas Portal. I think it would be a valuable enhancement for customers using the File Upload connector, allowing generated references to point back to the original source document in the same way the SharePoint connector does.

Hopefully, someone from the Knowledge Fabric team can confirm whether this behavior is by design or if there is a recommended workaround.