Wondering if anyone would know how to achieve leaving knowledge article feedback via an API for an article displayed from a digital bot flow?
Use Case:
In the digital bot flow if using knowledge base integration to search for articles based on customer text input a knowledge article can be shown and if you have the inbuilt knowledge confirmation option enabled you can configure a 'Did that help?' follow up question and the yes/no answer is registered in the knowledge article as feedback and appears in the knowledge performance dashboard.
However I'm attempting to build a bot using a digital bot flow with a combination of button driven menus and text input. Text input picks up via phrases configured in the knowledge base (so can use the inbuilt feedback option) however for the button driven menus once customer selects what they are enquiring about I present the knowledge articles response using the 'Show knowledge article' object but that doesn't trigger the inbuilt knowledge confirmation prompt. I can build my own confirmation follow up task easily enough but I need a way to feed that back into the knowledge base article so the reporting is consistent.
I've found an API in Genesys that allows feedback to be registered for an article but it needs the knowledge session id to work: /api/v2/knowledge/guest/sessions/{SESSION}/documents/{article id}/feedback. To make the knowledge performance reporting stats line up I need to obtain the knowledge session id that the digital bot flow is using somehow. Anyone found a way to do this via a API or have an alternate solution to make it work as doesn't seem to be a way to do it out of the box at moment? I have logged an idea for it but hopefully trying to find a solution now.
@Robert_Foote
There is an API endpoint that is currently slated for release that will address this need. It's still in the development phase, but it will provide the API resource to add feedback for your knowledge base documents.
My question for this will be: will we have a chance to specify the source of the feedback ? (api, digital bot flow, etc). I tried using the API a long time ago and It all showed up as Support Center
It's still in development and therefore subject to change, so no guarantees, but based on what I've seen there will be a way to specify the source in the request body (Assistant, BotFlow, SupportCenter, etc.)
Thanks for providing that info. I thought I'd just try out this new API endpoint and it actually works now so is it already a preview API? I managed to figure out the API payload below and was able to register knowledge article feedback successfully via postman. Do you have any indication when this new API will be officially released? The new API should solve my current problem but if it is subject to change or being removed then it will cause issues for me if I go ahead and use it now.
API Endpoint: /api/v2/knowledge/knowledgebases/{knowledgebaseID}/documents/{documentID}/feedback
API Body:
{"application":{"type":"BotFlow","botFlow":{"id":"bot flow id"}},"document":{"id":"document id"},"documentVariation":{"id":"document variation id"},"rating":"Positive"}
Blockquote
I thought I'd just try out this new API endpoint and it actually works now so is it already a preview API?
Not quite, it's in the unstable state. So you would using it at your own risk, should any more changes to the request contract be made. When the resource is documented in API Explorer, that will mark the public release of the resource. There will possibly be an announcement here on the forum when that happens as well.
To be clear, the endpoint you've found is unreleased, unsupported, and is not suitable for customer use. It is subject to breaking changes at any time without notice, or the feature could be simply removed without replacement. We can't stop you from using this endpoint, so be aware that you're exposing your organization to potential production outages for your integration by using an unsupported endpoint.
I did some digging and found that these endpoints were part of a feature that was released a year ago. Please open a case with Genesys Cloud Care to report this missing API endpoint as a bug and reference AI-509 as the reason it should be released. I've also reported this internally, but when you report it via Care your report falls under contractual SLAs to ensure it's addressed in a timely manner.
