The knowledge that you create in Genesys Cloud’s knowledge workbench connects to your customers through different touchpoints. These touchpoints include the following communication channels:

Article touchpoints enable you to tailor the same answer according to a specific touchpoint. Without variations, you must create separate knowledge articles and knowledge bases for each need. This situation can lead to challenges with maintenance and keeping knowledge up to date. You can create variations for a single touchpoint, or for a combination of touchpoints.

Use cases and constraints

Touchpoints can have different and unique needs. For example, Agent Assist enables agents to interact with the customer, while the remaining touchpoints allow the customer to take advantage of self-service opportunities and navigate information gathering on their own. Sometimes agents must be privy to more information. Bots have a smaller amount of space to answer questions, and you may want those answers to be concise. In the Knowledge Portal or Messenger, you might prefer more engaging, rich content to capture the customer’s attention.


Use article variations to create specific content according to touchpoints or segments. Segments identify and classify visitors based on their shared behavior and characteristics. For example, you can present information according to the customer’s location or device, your organization’s campaigns, and Predictive Engagement journey management.

Note: If you add several variations, the knowledge base returns the rightmost tab as priority when more variations match the criteria. If you want to adjust a tab’s priority, you must drag the tab to the left of the other tabs.

To customize segments for customer and journey attributes, you must enable Predictive Engagement. You can only use segments that you previously create in Predictive Engagement. When you select a segment in a touchpoint, the information that the customer sees changes to align with the content of the selected segment.

To add a variation for a touchpoint or segment, see Add a touchpoint or segment for a knowledge base article. For more information about segments, see Manage segments and About segments.