Genesys Cloud - Main

Hello.

When a Knowledge Article is surfaced during a bot interaction in Genesys, the article displays correctly, but the focus is set to the end of the article content. As a result, customers are taken to the last sentence and must click into the article and scroll up to begin reading from the top, which can be annoying when the article is lengthy.

Is there a configuration or customization option that allows the initial focus/scroll position to be set to the beginning of the Knowledge Article instead? Ideally, when the article is presented, the customer would start at the top of the content and only need to scroll down to continue reading.

Does anyone have suggestions on how to modify the focus or scroll position when Knowledge Articles are displayed?

Thanks!

Nicole

Hello - the scrolling position in Messenger cannot be configured for now, we have an Idea for future consideration on our Product Roadmap > https://genesyscloud.ideas.aha.io/ideas/DIG-I-148

Thanks Angelo. Hope its integrated.

Are you aware of any way to pause the delivery of bot responses before the next text is displayed? For instance, if I had a bot that showed a communicate object, followed by a knowledge article, followed by an Ask object, I would like to time the delivery by the bot 3 seconds apart, allowing the customer to have time to read each. In other platforms I am used to this being handled by a timer object, but I am unsure if Genesys offers any similar objects?

Hi Nicole,

One thing that helped in our case was increasing the dimensions of the embedded Web Messaging window. This improved the overall experience, as more content was visible without excessive scrolling.

It didn't change the actual scroll position behaviour, but it did help reduce the impact of longer content being displayed within the messaging window.

Our implementation is slightly different as we're presenting a selection of Knowledge Article links rather than automatically surfacing the full article, but I thought I'd share in case it helps.