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Discussion Thread 3

Knowledge Bases articles images are not displayed in WhatsApp

Discussion Thread 4

Use of Copilot agent without knowledge base

Library Entry

Internal article linking within the knowledge base

In this video @Carol Wong talks about the new functionality whereby you can now have Internal articles linking within the knowledge base. Web Messenger Knowledge App users can now navigate to other articles within the same knowledge base. Internal links open in the same...

Discussion Thread 3

Customize Knowledge Portal

Discussion Thread 3

Bot flow answers

Discussion Thread 1

Exact match search on Knowledgebase Article Content

Discussion Thread 8

Copy picture from article to messenger

Library Entry

Surface article variations by Predictive Engagement segments for the Messenger Knowledge App

In this video @Brian Feeney talks about the improvement whereby we surface article variations by Predictive Engagement segments for the Messenger Knowledge App Knowledge authors can now configure specific knowledge article variations to surface when Genesys Cloud finds a...

20240722_FeatureReview_DX_Digital_Knowledge_Article_Variations_BF.mp4

Library Entry

Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard

In this video @Rebecca Harper talks about the updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard Genesys implemented a new event, "nKnowledgeDocumentViewed", to more accurately represent the top knowledge articles that...

20240527_FeatureReview_CX_Updated analytics event for top viewed articles in Knowledge Optimizer_RH.mp4

Discussion Thread 8

how to enhance the base for "enable agent escalation" function in a digital flow