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  • 1.  Use knowledge in AI Guides

    Posted 02-19-2026 11:17

    I am not sure if this is the correct Community to post this issue in. The new feature "Use knowledge in AI Guides," which came out on Feb 16th, is not enabled for me.  I have enabled all permissions, so I am not sure whether this feature is delayed or has not been enabled for USW2 yet. Thanks.



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    Martin Bunting
    New Era Technology
    Senior Solutions Consultant
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  • 2.  RE: Use knowledge in AI Guides

    Posted 02-19-2026 11:50

    There is a fairly new Release Schedule

    USW2 is on Fridays



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    George Ganahl GCCX-AI, GCP, GCD
    Technical Adoption Champion
    Genesys
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  • 3.  RE: Use knowledge in AI Guides

    Posted 02-19-2026 12:16

    Thanks, George - I suppose a bit more patience on my part wouldn't hurt.



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    Martin Bunting
    New Era Technology
    Senior Solutions Consultant
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    Original Message


  • 4.  RE: Use knowledge in AI Guides

    Posted 02-20-2026 03:55

    This is now enabled in USW2 (and all commercial prod regions). We appreciate your patience 🙂



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    James Byrne
    Principal Product Manager - Virtual Agent
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    Original Message


  • 5.  RE: Use knowledge in AI Guides

    Posted 02-20-2026 02:28

    Does anyone know where to find steps how to connect KB with Guide? I don't see it in Resource Center...



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    Ivan Nedeljkovic
    Network Engineer II
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    Original Message


  • 6.  RE: Use knowledge in AI Guides

    Posted 02-20-2026 03:04

    Hi Ivan,

    Details can be found here: https://help.genesys.cloud/articles/connect-guides-to-a-knowledge-base-or-configuration/



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    James Byrne
    Principal Product Manager - Virtual Agent
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    Original Message


  • 7.  RE: Use knowledge in AI Guides

    Posted 02-23-2026 03:03

    Hey,

    Thanks for responding. I can see that they have edited the article once change got live.



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    Ivan Nedeljkovic
    Network Engineer II
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    Original Message


  • 8.  RE: Use knowledge in AI Guides

    Posted 04-01-2026 16:10
    Edited by Will Bellerby 04-01-2026 16:26

    Are there any examples of prompting to use the knowledge base from a guide, or is there a command I can use to call knowledge responses?

    I'm struggling to control the conversation and also surface knowledge information 



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    Will Bellerby
    CX Consultant
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    Original Message


  • 9.  RE: Use knowledge in AI Guides

    Posted 04-02-2026 03:52

    @Will Bellerby--

    You don't need to explicitly prompt or invoke Knowledge-there isn't a command for it. If the Guide is configured to use Knowledge v2 or Knowledge Fabric , it is automatically triggered when a user asks a question during a Guide.

    When invoked, Knowledge will either:

    • Generate a response grounded in the configured knowledge source, or
    • Return a fallback indicating it can't help if the question falls outside that domain

    For example, if your knowledge base is focused on concert tickets and venue information, a question like "what is a pizza?" won't return a meaningful answer-unless you've chosen to inherit knowledge from the Virtual Agent and that broader KB includes relevant information.

    As with any LLM-based system, hallucinations are still possible. However, the design is intentionally biased toward grounded, domain-specific responses with a safe fallback when the query is out of scope.

    Since Guides are meant to support a single intent and drive a structured, deterministic outcome, the recommended approach is:

    • Use a domain-specific knowledge base aligned to the Guide's purpose
    • Avoid inheriting broader Virtual Agent knowledge unless you explicitly want more general, out-of-task coverage

    If your goal is to allow more open-ended questions beyond the Guide's task, then inheriting a knowledge configuration with a broader KB from the Virtual Agent is the better option.



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    James Byrne
    Principal Product Manager - Virtual Agent
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    Original Message


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