Genesys Cloud - Main

Hey all,

Wondering if anyone has managed this one before? 

This digital bot flow has a wide range of intents set up and in turn the intents call tasks and offer digital menus. The communicate action in these menus is showing knowledge articles. This all works.

My question is: How can I disable knowledge articles from surfacing based on what the customer types and only use the intents? IE: Effectively just using the knowledge to show an answer when a selection is made on the digital menu? Or is the only answer to remove the knoweldge base from the flow and go back to hard coding  a 'communicate, communicate' rather than a 'communicate, show knowledge article'

The bot flow is set to favour intents over knowledge.

I've been directed to Control knowledge behavior in your digital bot flow - Genesys Cloud Resource Center  but this doesn't cover my scenario. Any ideas?

Hey Emma,

Have you checked out this article in the Resource Center?

Hey all,

Wondering if anyone has managed this one before? 

This digital bot flow has a wide range of intents set up and in turn the intents call tasks and offer digital menus. The communicate action in these menus is showing knowledge articles. This all works.

My question is: How can I disable knowledge articles from surfacing based on what the customer types and only use the intents? IE: Effectively just using the knowledge to show an answer when a selection is made on the digital menu? Or is the only answer to remove the knoweldge base from the flow and go back to hard coding  a 'communicate, communicate' rather than a 'communicate, show knowledge article'

The bot flow is set to favour intents over knowledge.

I've been directed to Control knowledge behavior in your digital bot flow - Genesys Cloud Resource Center  but this doesn't cover my scenario. Any ideas?