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:

Touchpoint variations enable you to tailor the same answer according to a specific touchpoint. Without variations, 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 support center or Messenger, you might prefer more engaging, rich content to capture the customer’s attention.


Use touchpoint variations to create specific content according to segments. For example, you can present information according to the customer’s location or device, your organization’s campaigns, and Predictive Engagement journey management.

To add a variation for a touchpoint, see Add a touchpoint variation to a knowledge base article.