Genesys Cloud - Main

Hello Giovanna, 

I believe the issue with the "View Full Article" and "Continue" buttons not appearing because Open Messaging integrations require explicit configuration to support rich media features, including quick replies and buttons. These features are not enabled by default.

To display these buttons in your WhatsApp Open Messaging integration, you'll need to create or update a configuration profile under Admin > Message > Platform Integrations and make sure Open Rich Media - Quick Reply is enabled (along with Open Rich Media - Cards if you're using cards). Once the profile is configured, assign it to your Open Messaging integration in the Platform Config section and save your changes. Keep in mind that the update takes effect immediately after the profile is assigned, but it will only apply to messages sent or received after the change is made.

Hope this helps. 

Hello Cameron,

Thank you for your response.

I have enabled the Open Rich Media - Quick Reply option and assigned the configuration profile to the Open Messaging integration as suggested. However, the issue still persists.

What I am seeing is that the "View Full Article" and "Continue" options are not being delivered to WhatsApp as buttons at all. In fact, I cannot see these quick replies being sent through the Open Messaging integration or reaching the broker.

The Knowledge Fabric response itself is delivered correctly, but the follow-up buttons never appear on the WhatsApp side.

Is there any additional requirement or limitation related specifically to Knowledge Fabric article responses and the automatic "View Full Article" / "Continue" buttons when using Open Messaging?

Thank you for your help.

Hello Giovanna, 

I believe the issue with the "View Full Article" and "Continue" buttons not appearing because Open Messaging integrations require explicit configuration to support rich media features, including quick replies and buttons. These features are not enabled by default.

To display these buttons in your WhatsApp Open Messaging integration, you'll need to create or update a configuration profile under Admin > Message > Platform Integrations and make sure Open Rich Media - Quick Reply is enabled (along with Open Rich Media - Cards if you're using cards). Once the profile is configured, assign it to your Open Messaging integration in the Platform Config section and save your changes. Keep in mind that the update takes effect immediately after the profile is assigned, but it will only apply to messages sent or received after the change is made.

Hope this helps. 

Hello Giovanna, 

I owe you an apology-I missed an important detail in my earlier response. After taking a closer look, I found that Knowledge Fabric is not currently supported in bot flows or digital bot flows. That limitation explains why you're not seeing the automatic "View Full Article" and "Continue" buttons in your WhatsApp Open Messaging integration, even though your Open Messaging configuration appears to be set up correctly.

If your goal is to provide knowledge-based responses with those built-in article interaction options, I'd recommend looking at Knowledge Workbench V2 instead of Knowledge Fabric. Knowledge Workbench V2 is supported in digital bot flows and is designed to work with those article-related features.

If you decide to go that route and still run into issues, it's worth keeping in mind that WhatsApp has a few platform-specific limitations around quick replies, but based on what you've shared, the primary issue appears to be the Knowledge Fabric support limitation rather than anything in your WhatsApp configuration.

Cheers, 

Hello Cameron,

Thank you for your response.

I have enabled the Open Rich Media - Quick Reply option and assigned the configuration profile to the Open Messaging integration as suggested. However, the issue still persists.

What I am seeing is that the "View Full Article" and "Continue" options are not being delivered to WhatsApp as buttons at all. In fact, I cannot see these quick replies being sent through the Open Messaging integration or reaching the broker.

The Knowledge Fabric response itself is delivered correctly, but the follow-up buttons never appear on the WhatsApp side.

Is there any additional requirement or limitation related specifically to Knowledge Fabric article responses and the automatic "View Full Article" / "Continue" buttons when using Open Messaging?

Thank you for your help.

Hello Giovanna, 

I believe the issue with the "View Full Article" and "Continue" buttons not appearing because Open Messaging integrations require explicit configuration to support rich media features, including quick replies and buttons. These features are not enabled by default.

To display these buttons in your WhatsApp Open Messaging integration, you'll need to create or update a configuration profile under Admin > Message > Platform Integrations and make sure Open Rich Media - Quick Reply is enabled (along with Open Rich Media - Cards if you're using cards). Once the profile is configured, assign it to your Open Messaging integration in the Platform Config section and save your changes. Keep in mind that the update takes effect immediately after the profile is assigned, but it will only apply to messages sent or received after the change is made.

Hope this helps. 

Hello Cameron,

Thank you for your response.

I need to apologize as well, as I mistakenly mentioned Knowledge Fabric in my original post. After reviewing the implementation, I confirmed that I am actually using Knowledge Workbench V2, not Knowledge Fabric.

That said, the issue still persists. The AI-generated response from Knowledge Workbench is delivered correctly to the user in WhatsApp, but the "View Full Article" and "Continue" buttons are not displayed alongside the response.

I have already enabled Open Rich Media - Quick Reply and assigned the corresponding configuration profile to the Open Messaging integration. Despite this, I cannot see these buttons being delivered to WhatsApp, nor can I see them reaching the broker through the Open Messaging integration.

Based on your explanation, since Knowledge Workbench V2 is supported in Digital Bot Flows, I would expect these article interaction buttons to be available. Is there any additional configuration required for AI-generated responses from Knowledge Workbench, or are these buttons not currently supported when using Open Messaging/WhatsApp?

Thank you again for your help and clarification.

Best regards,
Giovanna

------------------------------
Giovanna Rebizzi
Desenvolvedora
------------------------------


Original Message:
Sent: 06-10-2026 11:40
From: Cameron Tomlin
Subject: Open Messaging - "View Full Article" and "Continue" Buttons Not Displayed After Knowledge Fabric Response

Hello Giovanna, 

I owe you an apology-I missed an important detail in my earlier response. After taking a closer look, I found that Knowledge Fabric is not currently supported in bot flows or digital bot flows. That limitation explains why you're not seeing the automatic "View Full Article" and "Continue" buttons in your WhatsApp Open Messaging integration, even though your Open Messaging configuration appears to be set up correctly.

If your goal is to provide knowledge-based responses with those built-in article interaction options, I'd recommend looking at Knowledge Workbench V2 instead of Knowledge Fabric. Knowledge Workbench V2 is supported in digital bot flows and is designed to work with those article-related features.

If you decide to go that route and still run into issues, it's worth keeping in mind that WhatsApp has a few platform-specific limitations around quick replies, but based on what you've shared, the primary issue appears to be the Knowledge Fabric support limitation rather than anything in your WhatsApp configuration.

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------



Original Message:
Sent: 06-10-2026 10:51
From: Giovanna Rebizzi
Subject: Open Messaging - "View Full Article" and "Continue" Buttons Not Displayed After Knowledge Fabric Response

Hello Cameron,

Thank you for your response.

I have enabled the Open Rich Media - Quick Reply option and assigned the configuration profile to the Open Messaging integration as suggested. However, the issue still persists.

What I am seeing is that the "View Full Article" and "Continue" options are not being delivered to WhatsApp as buttons at all. In fact, I cannot see these quick replies being sent through the Open Messaging integration or reaching the broker.

The Knowledge Fabric response itself is delivered correctly, but the follow-up buttons never appear on the WhatsApp side.

Is there any additional requirement or limitation related specifically to Knowledge Fabric article responses and the automatic "View Full Article" / "Continue" buttons when using Open Messaging?

Thank you for your help.

------------------------------
Giovanna Rebizzi
Desenvolvedora
------------------------------




Original Message:
Sent: 06-10-2026 10:07
From: Cameron Tomlin
Subject: Open Messaging - "View Full Article" and "Continue" Buttons Not Displayed After Knowledge Fabric Response

Hello Giovanna, 

I believe the issue with the "View Full Article" and "Continue" buttons not appearing because Open Messaging integrations require explicit configuration to support rich media features, including quick replies and buttons. These features are not enabled by default.

To display these buttons in your WhatsApp Open Messaging integration, you'll need to create or update a configuration profile under Admin > Message > Platform Integrations and make sure Open Rich Media - Quick Reply is enabled (along with Open Rich Media - Cards if you're using cards). Once the profile is configured, assign it to your Open Messaging integration in the Platform Config section and save your changes. Keep in mind that the update takes effect immediately after the profile is assigned, but it will only apply to messages sent or received after the change is made.

Hope this helps. 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Hello Giovanna, 

No problem!

Based on what you've shared, the first thing I'd check is the Content Type configured for your knowledge settings in the Digital Bot Flow. If it's set to Standard, the bot will simply return the article content and won't present the View Full Article or Continue buttons. Those buttons are only available when using Highlight or Generative content types, where you can also define the button labels directly in the knowledge configuration.

Since you're already receiving the AI-generated response, it sounds like the knowledge integration itself is working. If you switch to Highlight or Generative and populate the Full Article Label and Flow Progression Label fields, that should enable the interactive buttons. If they still don't appear, I'd recommend testing the same flow in Web Messaging to determine whether the behavior is specific to WhatsApp, as WhatsApp does have some limitations around how quick replies are displayed. That should help narrow down whether this is a configuration issue or a channel-specific limitation.

If you've verified these settings and the buttons still aren't appearing, the next step would be to open a case with Product Support. At that point, there may be something specific to your environment or an underlying issue that's preventing the buttons from being rendered correctly. Unfortunately, that's the kind of troubleshooting that can't be fully investigated through a public community post, as it may require access to logs, configuration details, and other information that isn't available here.

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------


Original Message:
Sent: 06-10-2026 12:17
From: Giovanna Rebizzi
Subject: Open Messaging - "View Full Article" and "Continue" Buttons Not Displayed After Knowledge Fabric Response

Hello Cameron,

Thank you for your response.

I need to apologize as well, as I mistakenly mentioned Knowledge Fabric in my original post. After reviewing the implementation, I confirmed that I am actually using Knowledge Workbench V2, not Knowledge Fabric.

That said, the issue still persists. The AI-generated response from Knowledge Workbench is delivered correctly to the user in WhatsApp, but the "View Full Article" and "Continue" buttons are not displayed alongside the response.

I have already enabled Open Rich Media - Quick Reply and assigned the corresponding configuration profile to the Open Messaging integration. Despite this, I cannot see these buttons being delivered to WhatsApp, nor can I see them reaching the broker through the Open Messaging integration.

Based on your explanation, since Knowledge Workbench V2 is supported in Digital Bot Flows, I would expect these article interaction buttons to be available. Is there any additional configuration required for AI-generated responses from Knowledge Workbench, or are these buttons not currently supported when using Open Messaging/WhatsApp?

Thank you again for your help and clarification.

Best regards,
Giovanna

------------------------------
Giovanna Rebizzi
Desenvolvedora
------------------------------



Original Message:
Sent: 06-10-2026 11:40
From: Cameron Tomlin
Subject: Open Messaging - "View Full Article" and "Continue" Buttons Not Displayed After Knowledge Fabric Response

Hello Giovanna, 

I owe you an apology-I missed an important detail in my earlier response. After taking a closer look, I found that Knowledge Fabric is not currently supported in bot flows or digital bot flows. That limitation explains why you're not seeing the automatic "View Full Article" and "Continue" buttons in your WhatsApp Open Messaging integration, even though your Open Messaging configuration appears to be set up correctly.

If your goal is to provide knowledge-based responses with those built-in article interaction options, I'd recommend looking at Knowledge Workbench V2 instead of Knowledge Fabric. Knowledge Workbench V2 is supported in digital bot flows and is designed to work with those article-related features.

If you decide to go that route and still run into issues, it's worth keeping in mind that WhatsApp has a few platform-specific limitations around quick replies, but based on what you've shared, the primary issue appears to be the Knowledge Fabric support limitation rather than anything in your WhatsApp configuration.

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------




Original Message:
Sent: 06-10-2026 10:51
From: Giovanna Rebizzi
Subject: Open Messaging - "View Full Article" and "Continue" Buttons Not Displayed After Knowledge Fabric Response

Hello Cameron,

Thank you for your response.

I have enabled the Open Rich Media - Quick Reply option and assigned the configuration profile to the Open Messaging integration as suggested. However, the issue still persists.

What I am seeing is that the "View Full Article" and "Continue" options are not being delivered to WhatsApp as buttons at all. In fact, I cannot see these quick replies being sent through the Open Messaging integration or reaching the broker.

The Knowledge Fabric response itself is delivered correctly, but the follow-up buttons never appear on the WhatsApp side.

Is there any additional requirement or limitation related specifically to Knowledge Fabric article responses and the automatic "View Full Article" / "Continue" buttons when using Open Messaging?

Thank you for your help.

------------------------------
Giovanna Rebizzi
Desenvolvedora
------------------------------





Original Message:
Sent: 06-10-2026 10:07
From: Cameron Tomlin
Subject: Open Messaging - "View Full Article" and "Continue" Buttons Not Displayed After Knowledge Fabric Response

Hello Giovanna, 

I believe the issue with the "View Full Article" and "Continue" buttons not appearing because Open Messaging integrations require explicit configuration to support rich media features, including quick replies and buttons. These features are not enabled by default.

To display these buttons in your WhatsApp Open Messaging integration, you'll need to create or update a configuration profile under Admin > Message > Platform Integrations and make sure Open Rich Media - Quick Reply is enabled (along with Open Rich Media - Cards if you're using cards). Once the profile is configured, assign it to your Open Messaging integration in the Platform Config section and save your changes. Keep in mind that the update takes effect immediately after the profile is assigned, but it will only apply to messages sent or received after the change is made.

Hope this helps. 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Hello Cameron,

Thank you for the additional information.

I have verified the configuration and the Content Type is set to Generative, with both the Full Article Label and Flow Progression Label fields populated.

I also performed the same test using Web Messaging, and everything works as expected there. The AI-generated response is displayed correctly, and the "View Full Article" and "Continue" buttons appear normally.

The behavior only differs when using WhatsApp through Open Messaging. In that channel, the AI-generated response is delivered successfully, but the buttons are not displayed, even with all the recommended configurations enabled.

Based on these tests, it seems that the issue may be specific to WhatsApp/Open Messaging rather than the bot or knowledge configuration itself.

I agree that opening a support case may be the next step. Understanding this behavior would be very important for us, as we are evaluating the use of AI-generated knowledge responses in future projects and would like to clearly understand any channel-specific limitations.

Thank you again for your support and guidance.

Best regards,
Giovanna

Hello Giovanna, 

No problem!

Based on what you've shared, the first thing I'd check is the Content Type configured for your knowledge settings in the Digital Bot Flow. If it's set to Standard, the bot will simply return the article content and won't present the View Full Article or Continue buttons. Those buttons are only available when using Highlight or Generative content types, where you can also define the button labels directly in the knowledge configuration.

Since you're already receiving the AI-generated response, it sounds like the knowledge integration itself is working. If you switch to Highlight or Generative and populate the Full Article Label and Flow Progression Label fields, that should enable the interactive buttons. If they still don't appear, I'd recommend testing the same flow in Web Messaging to determine whether the behavior is specific to WhatsApp, as WhatsApp does have some limitations around how quick replies are displayed. That should help narrow down whether this is a configuration issue or a channel-specific limitation.

If you've verified these settings and the buttons still aren't appearing, the next step would be to open a case with Product Support. At that point, there may be something specific to your environment or an underlying issue that's preventing the buttons from being rendered correctly. Unfortunately, that's the kind of troubleshooting that can't be fully investigated through a public community post, as it may require access to logs, configuration details, and other information that isn't available here.

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------



Original Message:
Sent: 06-10-2026 12:17
From: Giovanna Rebizzi
Subject: Open Messaging - "View Full Article" and "Continue" Buttons Not Displayed After Knowledge Fabric Response

Hello Cameron,

Thank you for your response.

I need to apologize as well, as I mistakenly mentioned Knowledge Fabric in my original post. After reviewing the implementation, I confirmed that I am actually using Knowledge Workbench V2, not Knowledge Fabric.

That said, the issue still persists. The AI-generated response from Knowledge Workbench is delivered correctly to the user in WhatsApp, but the "View Full Article" and "Continue" buttons are not displayed alongside the response.

I have already enabled Open Rich Media - Quick Reply and assigned the corresponding configuration profile to the Open Messaging integration. Despite this, I cannot see these buttons being delivered to WhatsApp, nor can I see them reaching the broker through the Open Messaging integration.

Based on your explanation, since Knowledge Workbench V2 is supported in Digital Bot Flows, I would expect these article interaction buttons to be available. Is there any additional configuration required for AI-generated responses from Knowledge Workbench, or are these buttons not currently supported when using Open Messaging/WhatsApp?

Thank you again for your help and clarification.

Best regards,
Giovanna

------------------------------
Giovanna Rebizzi
Desenvolvedora
------------------------------




Original Message:
Sent: 06-10-2026 11:40
From: Cameron Tomlin
Subject: Open Messaging - "View Full Article" and "Continue" Buttons Not Displayed After Knowledge Fabric Response

Hello Giovanna, 

I owe you an apology-I missed an important detail in my earlier response. After taking a closer look, I found that Knowledge Fabric is not currently supported in bot flows or digital bot flows. That limitation explains why you're not seeing the automatic "View Full Article" and "Continue" buttons in your WhatsApp Open Messaging integration, even though your Open Messaging configuration appears to be set up correctly.

If your goal is to provide knowledge-based responses with those built-in article interaction options, I'd recommend looking at Knowledge Workbench V2 instead of Knowledge Fabric. Knowledge Workbench V2 is supported in digital bot flows and is designed to work with those article-related features.

If you decide to go that route and still run into issues, it's worth keeping in mind that WhatsApp has a few platform-specific limitations around quick replies, but based on what you've shared, the primary issue appears to be the Knowledge Fabric support limitation rather than anything in your WhatsApp configuration.

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------





Original Message:
Sent: 06-10-2026 10:51
From: Giovanna Rebizzi
Subject: Open Messaging - "View Full Article" and "Continue" Buttons Not Displayed After Knowledge Fabric Response

Hello Cameron,

Thank you for your response.

I have enabled the Open Rich Media - Quick Reply option and assigned the configuration profile to the Open Messaging integration as suggested. However, the issue still persists.

What I am seeing is that the "View Full Article" and "Continue" options are not being delivered to WhatsApp as buttons at all. In fact, I cannot see these quick replies being sent through the Open Messaging integration or reaching the broker.

The Knowledge Fabric response itself is delivered correctly, but the follow-up buttons never appear on the WhatsApp side.

Is there any additional requirement or limitation related specifically to Knowledge Fabric article responses and the automatic "View Full Article" / "Continue" buttons when using Open Messaging?

Thank you for your help.

------------------------------
Giovanna Rebizzi
Desenvolvedora
------------------------------






Original Message:
Sent: 06-10-2026 10:07
From: Cameron Tomlin
Subject: Open Messaging - "View Full Article" and "Continue" Buttons Not Displayed After Knowledge Fabric Response

Hello Giovanna, 

I believe the issue with the "View Full Article" and "Continue" buttons not appearing because Open Messaging integrations require explicit configuration to support rich media features, including quick replies and buttons. These features are not enabled by default.

To display these buttons in your WhatsApp Open Messaging integration, you'll need to create or update a configuration profile under Admin > Message > Platform Integrations and make sure Open Rich Media - Quick Reply is enabled (along with Open Rich Media - Cards if you're using cards). Once the profile is configured, assign it to your Open Messaging integration in the Platform Config section and save your changes. Keep in mind that the update takes effect immediately after the profile is assigned, but it will only apply to messages sent or received after the change is made.

Hope this helps. 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------