Genesys Cloud - Main

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

That is meant to work properly: can you double-check perhaps that target article has valid variation for Knowledge App? If problem persists, would recommend to raise with Genesys Care for more debugging.

Hi Nicole,

Knowledge article linking is supported within Messenger Knowledge App. See related post : https://community.genesys.com/discussion/knowledge-app-for-messenger-support-internal-article-linking

From the screenshot I assume you try to test it in Messenger, not in Knowledge App, is that correct?

Indeed, Adam is correct, good catch on the earlier screenshot: article linking is limited to article-browsing within Knowledge App.

We have a separate Idea for the same experience becoming available within a Digital Bot Flow, see here > https://genesyscloud.ideas.aha.io/ideas/DXVBOTS-I-171

And we are also exploring to offer an equivalent of Knowledge App layout directly within the messaging conversation, this would mimic a high-resolution article viewer (just like within Knowledge App), and that could include article linking > https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-202