Genesys Cloud – Surface and manage knowledge fabric features in virtual agent

In a future release, Genesys Cloud will allow bot authors to configure a Virtual Agent to use either a knowledge workbench V2 knowledge base or a knowledge fabric configuration, starting with SharePoint and expanding to more sources over time. Previously, Virtual Agents could only consume knowledge workbench V2 knowledge bases.

This update allows teams to adopt generative-first knowledge without impacting existing bots. Bot authors use knowledge workbench V2 for simple, rules-based automation, or choose knowledge fabric configurations when they need more contextual, AI-driven answers. By moving ownership of answer mode, bias, and contextual behavior into the Virtual Agent, bot behavior becomes more predictable and consistent across touchpoints, rather than relying on defaults set elsewhere. This separation also clarifies responsibilities; knowledge manages sources and connectors while Architect controls runtime behavior.

What is changing

• Virtual Agents can use a knowledge workbench V2 knowledge base or a knowledge fabric configuration, but not both at the same time.
• Knowledge fabric configurations are supported in Virtual Agent, beginning with SharePoint.
• Architect provides controls to enable contextual search, allowing the Virtual Agent to retain conversational context across multiple knowledge queries.
• Virtual Agent controls answer mode and bias settings for knowledge fabric directly in Architect.
• Standard mode and Highlight mode are removed for knowledge fabric.

What stays the same

• Existing knowledge workbench V2 bots continue to work without changes.
• Knowledge workbench remains the system of record for sources and connectors.
• This update does not affect routing or other Virtual Agent behaviors.

This change preserves stability for current knowledge workbench V2 users and improves the generative knowledge experiences as the knowledge fabric ecosystem expands.