• Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience license

The following permissions:

  • Architect > Flow > Add
  • Architect > Flow > Edit
  • Architect > Flow > View
  • Routing > Message > Manage
  • Routing > Queue > Add, Delete, Join, and View
  • Web Deployments > Configurations > All
  • Web Deployments > Deployments > All
  • An active knowledge portal

From the Admin menu, you change the knowledge base which serves the knowledge portal.

  1. Click Admin.
  2. Under Message, click Messenger Configurations.
  3. From the configuration list, select the knowledge portal.
  4. Under Components, click the Knowledge Base list, and select the knowledge base you want to use.
  5. If the selected knowledge base contains categories, then click the Knowledge Base list and select the knowledge base to use.

Set a knowledge base for the knowledge portal