Built-in connectors for knowledge articles

AI-generated summary

Genesys Cloud provides built-in connectors that enable organizations to surface third-party knowledge content directly within Agent Copilot, Messenger, and the knowledge portal without duplicating or importing content into the native Genesys knowledge base. Currently supported connectors include Salesforce and ServiceNow, allowing users to leverage existing knowledge management systems containing historical company content while reducing time and effort associated with knowledge article management. Built-in connectors are configured and managed through Admin > Knowledge > Sources, which contains two primary tabs. The Third Party Sources tab displays configured sources with details including source type, sync status, and last sync timestamp, with options to manually initiate syncs, view activity, edit configurations, or delete sources. The Activity tab monitors sync operations between third-party sources and Genesys Cloud, providing visibility into import, export, import FAQ, and sync activities. Users can access detailed activity information, export sync data in .csv or .json formats, download error reports, and review sync activity summaries through this interface.

Built-in connectors enable you to surface third-party content for knowledge articles in Agent Copilot, Messenger, and the knowledge portal. You can use existing knowledge management tools that contain historical company content without recreating or importing it in the Genesys knowledge base. Built-in connectors that sync your content enable you to save time and management of knowledge articles.

Currently, you can use connectors for Salesforce and ServiceNow. Access built-in connector creation and management from Admin > Knowledge > Sources. The Sources view contains a Third party Sources tab and an Activity tab.

For more information, see Add a new third-party knowledge base integration provider, Add a third-party knowledge base to the knowledge workbench, and Set up Salesforce Page Layouts for knowledge connector V2.

Note: Connecting an existing knowledge management tool means you do not need to recreate or import its content into the Genesys knowledge base. It does not guarantee the content will produce good answers as-is. Connectors bring articles over unchanged, and many source articles were not written with answer generation in mind. Review your content, and adapt it where needed, to get the best answer quality from features such as Agent Copilot.

Third party Sources tab

Contains a list of configured sources and details such as the source type, sync status, and the date and time of the last sync. To begin a manual sync, view activity, edit the source, or delete the source, click More and select Start Sync, Activity, Edit, or Delete.

Activity tab

Displays information about various sync operations between the third-party source and Genesys Cloud. This information includes import, export, import FAQ, and sync. When you click an operation, details about the activity appear. Here, you can view sync and export information. You can also export the .csv or .json file, view and download error reports, and review a summary of the sync activity.

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