Modify knowledge portal welcome and fallback messages

  • 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, Genesys Cloud CX 4, 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

You can customize knowledge portal messages.

  1. Click Admin.
  2. Under Message, click Messenger Configurations.
  3. Click Menu > Digital and Telephony > Message > Messenger Configurations. The Messenger Configurations tab appears by default.
  4. In the Messenger Configurations tab, click New Setup. 
  5. From the configuration list, select the knowledge portal.
  6. Under Customize messages, enter a customized Welcome note and a Fallback message.
    • The Welcome note welcomes the customer when they visit the knowledge portal page.
    • The Fallback message is the message that appears to customers when their search shows no relevant results.

Set welcome and fallback messages on the knowledge portal