Genesys Cloud - Main

Hi @Dave Halderman thanks for the feedbacks - indeed, we're aware of this limitation, we are exploring how to improve the behavior on Messaging to render the articles with higher fidelity. Adding @Mitchell Mason to chime in.

@Dave Halderman thank you for pointing this out. We have an item in our backlog to simply pull up the correct knowledge article in the article viewer, and then allow the user to minimize it to return back to the bot. At least right now, we believe this is a nice UX to reuse the content you've spent time curating, using it in both places, and give the end user a nice experience to understand its an article being pulled up, not necessarily part of an actual multi-turn flow. 

You can see the idea here:
https://genesyscloud.aha.io/ideas/ideas/DXVBOTS-I-73

We have a few higher priority items to get to first, but this one is top of mind. Please let us know if it sounds like a suitable solution to you, and keep your eye on the idea to track the progress. 

Hi @Dave Halderman thanks for the feedbacks - indeed, we're aware of this limitation, we are exploring how to improve the behavior on Messaging to render the articles with higher fidelity. Adding @Mitchell Mason to chime in.

Hi Mitchell,

Do you have any suggestions on how to gauge usage of the knowledge app in the messenger screen?

Thanks,

Nicole

@Dave Halderman thank you for pointing this out. We have an item in our backlog to simply pull up the correct knowledge article in the article viewer, and then allow the user to minimize it to return back to the bot. At least right now, we believe this is a nice UX to reuse the content you've spent time curating, using it in both places, and give the end user a nice experience to understand its an article being pulled up, not necessarily part of an actual multi-turn flow. 

You can see the idea here:
https://genesyscloud.aha.io/ideas/ideas/DXVBOTS-I-73

We have a few higher priority items to get to first, but this one is top of mind. Please let us know if it sounds like a suitable solution to you, and keep your eye on the idea to track the progress. 

Hi @Dave Halderman thanks for the feedbacks - indeed, we're aware of this limitation, we are exploring how to improve the behavior on Messaging to render the articles with higher fidelity. Adding @Mitchell Mason to chime in.

The knowledge optimization dashboard has a breakdown of articles shown by touchpoint. You can at least start there. Let me know if you need more granular or specific information. 

Hi Mitchell,

Do you have any suggestions on how to gauge usage of the knowledge app in the messenger screen?

Thanks,

Nicole

@Dave Halderman thank you for pointing this out. We have an item in our backlog to simply pull up the correct knowledge article in the article viewer, and then allow the user to minimize it to return back to the bot. At least right now, we believe this is a nice UX to reuse the content you've spent time curating, using it in both places, and give the end user a nice experience to understand its an article being pulled up, not necessarily part of an actual multi-turn flow. 

You can see the idea here:
https://genesyscloud.aha.io/ideas/ideas/DXVBOTS-I-73

We have a few higher priority items to get to first, but this one is top of mind. Please let us know if it sounds like a suitable solution to you, and keep your eye on the idea to track the progress. 

Hi @Dave Halderman thanks for the feedbacks - indeed, we're aware of this limitation, we are exploring how to improve the behavior on Messaging to render the articles with higher fidelity. Adding @Mitchell Mason to chime in.