Introducing Seamless Navigation in Knowledge App for Messenger

Effortless Discovery - Uninterrupted Flow

We're excited to announce powerful new enhancements in Knowledge App for Messenger designed to deliver a smooth, intuitive, and uninterrupted browsing experience. With the introduction of Internal Article Linking, Breadcrumb Navigation, and Always-Accessible Search, users can explore knowledge articles more fluidly and contextually-without ever losing their place.

Navigate Effortlessly Within Context

Finding and exploring information should feel natural. Now, Knowledge App delivers exactly that by:

• Internal Article Linking:
  Seamlessly move between related articles directly within the Knowledge App-no tabs, no disruptions, just continuous reading.

• Breadcrumb Navigation:
  Clearly view your location within the article hierarchy. Click any breadcrumb to instantly move across categories or dive deeper into related content.

• Always-Accessible Search Panel:
  Launch new searches right from within any article view, instantly refreshing your search path while retaining a smooth navigation experience.

• Intuitive 'Back' Button:
  Easily return to previously viewed articles, preserving your browsing history and context.

Set Up Internal Article Links in Knowledge Base V2

For detailed instructions on setting up internal article links, see the following help page:
How to add an article as a hyperlink or clickable image in a knowledge base V2

Why Users Will Love This

• Stay in Flow: Quickly access relevant information without interruptions or external navigation.

• Maintain Context: Move seamlessly between articles, categories, and search results, always knowing exactly where you are.

• Boost Productivity: Reduce the time spent searching and navigating-freeing more time for meaningful work.

Launch Details

• General Availability: Week commencing July 28, 2025

• Idea Portal reference: CEWMM-I-229

Ready to Explore More?

These improvements will automatically become available to supported customers upon release. Share your experiences and feedback in Genesys Community.

Additional guides in Genesys Cloud Resource Center

How to add an article as a hyperlink or clickable image in a knowledge base V2

Is there a way to do this article link when the article is stored in ServiceNow, Salesforce, or other external source and synced to Knowledge with a Connector?

Introducing Seamless Navigation in Knowledge App for Messenger

Effortless Discovery - Uninterrupted Flow

We're excited to announce powerful new enhancements in Knowledge App for Messenger designed to deliver a smooth, intuitive, and uninterrupted browsing experience. With the introduction of Internal Article Linking, Breadcrumb Navigation, and Always-Accessible Search, users can explore knowledge articles more fluidly and contextually-without ever losing their place.

Navigate Effortlessly Within Context

Finding and exploring information should feel natural. Now, Knowledge App delivers exactly that by:

• Internal Article Linking:
  Seamlessly move between related articles directly within the Knowledge App-no tabs, no disruptions, just continuous reading.

• Breadcrumb Navigation:
  Clearly view your location within the article hierarchy. Click any breadcrumb to instantly move across categories or dive deeper into related content.

• Always-Accessible Search Panel:
  Launch new searches right from within any article view, instantly refreshing your search path while retaining a smooth navigation experience.

• Intuitive 'Back' Button:
  Easily return to previously viewed articles, preserving your browsing history and context.

Set Up Internal Article Links in Knowledge Base V2

For detailed instructions on setting up internal article links, see the following help page:
How to add an article as a hyperlink or clickable image in a knowledge base V2

Why Users Will Love This

• Stay in Flow: Quickly access relevant information without interruptions or external navigation.

• Maintain Context: Move seamlessly between articles, categories, and search results, always knowing exactly where you are.

• Boost Productivity: Reduce the time spent searching and navigating-freeing more time for meaningful work.

Launch Details

• General Availability: Week commencing July 28, 2025

• Idea Portal reference: CEWMM-I-229

Ready to Explore More?

These improvements will automatically become available to supported customers upon release. Share your experiences and feedback in Genesys Community.

Additional guides in Genesys Cloud Resource Center

How to add an article as a hyperlink or clickable image in a knowledge base V2