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Nicole VanWie

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Auto open Messenger

Posted By Nicole VanWie 03-30-2026 13:40
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hello, We are building a digital bot messenger on a helpdesk site that is linked from another site. We want the bot to auto open when the page is launched...How are others accomplishing this? We have been testing settings from the web messenger.ready page: Messenger plugin But ...

RE: Can I display Knowledge Article titles in Digital Bot Flow loop?

Posted By Nicole VanWie 10-14-2025 16:36
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you Luiz! That is exactly what I needed! ------------------------------ Nicole VanWie UC Engineer ------------------------------

Can I display Knowledge Article titles in Digital Bot Flow loop?

Posted By Nicole VanWie 10-14-2025 14:31
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, Using the proposed method to Control knowledge behavior in your voice or digital bot flow: Control knowledge behavior in your voice or digital bot flow - Genesys Cloud Resource Center Does anybody have a suggestion on how I could have the bot display the title of the article immediately ...

RE: Knowledge Vs Intent

Posted By Nicole VanWie 10-01-2025 10:46
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you Melissa. This is really helpful information that I totally missed. Appreciate your insight. ------------------------------ Nicole VanWie UC Engineer ------------------------------

RE: Knowledge Vs Intent

Posted By Nicole VanWie 10-01-2025 10:46
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Brian. That is a good suggestion. I will test it out on one of our dev bots. ------------------------------ Nicole VanWie UC Engineer ------------------------------

Knowledge Vs Intent

Posted By Nicole VanWie 09-25-2025 12:30
Found In Egroup: Genesys Cloud - Main \ view thread
I have occurrences where an intent is triggered when a knowledge article should be surfaced. I have gone through the intent utterances and verified that the utterances do not exist, however the NLU test still shows some high % probability. Here is an example: somebody types "Who is the city manager?" ...

Link a Knowledge Article within a Knowledge Article

Posted By Nicole VanWie 09-11-2025 18:42
Found In Egroup: Genesys Cloud - Main \ view thread
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 ...

RE: Architect Digital Menu + Carousel: capture typed text as a variable (without triggering Knowledge)?

Posted By Nicole VanWie 08-28-2025 15:24
Found In Egroup: Genesys Cloud - Main \ view thread
Ahhhh - thanks Cameron. I will try the Ask for Slot method, I didn't realize I could use a carousel with it! ------------------------------ Nicole VanWie UC Engineer ------------------------------

Architect Digital Menu + Carousel: capture typed text as a variable (without triggering Knowledge)?

Posted By Nicole VanWie 08-28-2025 14:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hello all. I'm building a digital bot flow that uses Digital Menus with card carousels to collect a selection and store it in a flow variable. That part works. The issue is when the visitor doesn't click a card and instead types free-text - I want to capture that text and set it as a variable (and ...

RE: Controlling Knowledge in Digital Bot Flows

Posted By Nicole VanWie 08-26-2025 12:04
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Thanks Savino. That helped. I don't know why I didn't realize that I would need to update every reusable task Waiting for Input object with the variable. But totally made sense once I read your suggestion. Thanks! ------------------------------ Nicole VanWie UC Engineer --------------------- ...

Controlling Knowledge in Digital Bot Flows

Posted By Nicole VanWie 08-21-2025 15:06
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hello, I am struggling through setting up the proposed suggestion to control knowledge in digital bot flows here: Control knowledge behavior in your voice or digital bot flow - Genesys Cloud Resource Center. I have set this up identically to the documentation on 2 separate bots, and when I ...

RE: Does Genesys allow you to turn on a microphone in the text box?

Posted By Nicole VanWie 08-21-2025 14:12
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks - I will check that out George. ------------------------------ Nicole VanWie UC Engineer ------------------------------

Does Genesys allow you to turn on a microphone in the text box?

Posted By Nicole VanWie 08-18-2025 16:08
Found In Egroup: Genesys Cloud - Main \ view thread
Hello. We have a couple Genesys digital bots on our sites. When site visitors are using a mobile device they can use the native microphone from their keyboard to use text to speech, but obviously that doesn't work when on PC. We use Google Vertex for some of our internally developed bots which has the ...

RE: New Q&A Show: Navigating AI in Support Organizations

Posted By Nicole VanWie 07-08-2025 20:09
Found In Egroup: Genesys Cloud - Main \ view thread
This is helpful information, and the first use case for Generative Knowledge is similar to my use case. I am not a developer, and I have been struggling to understand how we could incorporate Generative AI into our digital bot flows thinking there were built in/licensable LLM and AI agents already in ...

RE: Digital menu without question text

Posted By Nicole VanWie 02-25-2025 16:15
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Kyle. I tested with one of my builds and see the same as you for digital menu... When testing from a live site, I get the ? response and then the menu appears. From Architect bot testing, I have to prompt with an initial statement and then see "Sorry about that. Tell me again what you would like ...

Digital Bot Disambiguation

Posted By Nicole VanWie 02-24-2025 16:11
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, Has Genesys considered allowing bot customers to state the title of the knowledge article when Disambiguation surfaces multiple articles instead of the associated number? I think this would be a very valuable addition to the digital bot flow. Rarely do my customers actually choose a ...

RE: How to End a Digital Bot Flow Task Action

Posted By Nicole VanWie 12-18-2024 16:08
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Robert. I appreciate your response. Are you using the custom knowledge base settings to route to your Main Menu? ------------------------------ Nicole VanWie UC Engineer ------------------------------

How to End a Digital Bot Flow Task Action

Posted By Nicole VanWie 12-17-2024 16:11
Found In Egroup: Genesys Cloud - Main \ view thread
Hello. I am building a digital bot for an IT helpdesk where we will give the customer the ability to open a helpdesk ticket if they cannot self-serve with the knowledge articles presented to them for their issue. I am doing that by using a reusable task to collect up parameters to then submit on ...

RE: Knowledge Optimizer Unanswered Queries

Posted By Nicole VanWie 12-11-2024 11:51
Found In Egroup: Genesys Cloud - Main \ view thread
Oh man...that is a bummer!! I would love if the tile changed color or some indication that the Unanswered Query has already been handled to prevent teammates that work in the platform together would realize that it has already been handled. I am in the process of developing a new knowledge base ...

Knowledge Optimizer Unanswered Queries

Posted By Nicole VanWie 12-11-2024 11:37
Found In Egroup: Genesys Cloud - Main \ view thread
When using the Knowledge Optimizer to select and drag unanswered queries to existing articles, I see the selected query move to the article, and it shows that it was either successfully linked to the article, or that it was already linked to the article. I would expect to no longer see that unanswered ...