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  • 1.  Link a Knowledge Article within a Knowledge Article

    Posted 09-11-2025 18:42
    No replies, thread closed.

    Hello,

    Has anybody had success with linking an article within another knowledge article? I would really love for this feature to work but I am either missing a step or maybe it is known to not work?

    Thanks,

    Nicole


    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels

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    Nicole VanWie
    UC Engineer
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  • 2.  RE: Link a Knowledge Article within a Knowledge Article

    Posted 09-12-2025 03:06
    No replies, thread closed.

    That is meant to work properly: can you double-check perhaps that target article has valid variation for Knowledge App? If problem persists, would recommend to raise with Genesys Care for more debugging.



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    Angelo Cicchitto
    Genesys - Employees
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  • 3.  RE: Link a Knowledge Article within a Knowledge Article
    Best Answer

    Posted 09-12-2025 04:52
    No replies, thread closed.

    Hi Nicole,

    Knowledge article linking is supported within Messenger Knowledge App. See related post : https://community.genesys.com/discussion/knowledge-app-for-messenger-support-internal-article-linking

    From the screenshot I assume you try to test it in Messenger, not in Knowledge App, is that correct?



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    Adam Gyebnar
    Product Manager
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  • 4.  RE: Link a Knowledge Article within a Knowledge Article

    Posted 09-12-2025 13:13
    No replies, thread closed.

    Indeed, Adam is correct, good catch on the earlier screenshot: article linking is limited to article-browsing within Knowledge App.

    We have a separate Idea for the same experience becoming available within a Digital Bot Flow, see here > https://genesyscloud.ideas.aha.io/ideas/DXVBOTS-I-171

    And we are also exploring to offer an equivalent of Knowledge App layout directly within the messaging conversation, this would mimic a high-resolution article viewer (just like within Knowledge App), and that could include article linking > https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-202



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    Angelo Cicchitto
    Genesys - Employees
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    Original Message


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