We just migrated our knowledge base from V1 to V2 using the Knowledge Workbench migration tool. All 340 articles show as published in the Knowledge Workbench admin panel. Search works fine when I test it directly in the Workbench UI.
But in production, when an agent is on a web messaging interaction and Agent Assist is enabled, zero articles surface. The Agent Assist panel just shows “No suggestions available” for every single conversation.
The Agent Assist configuration is pointing to the correct Knowledge Base ID. I verified by checking the integration settings in Admin > Contact Center > Agent Assist. The knowledge base dropdown shows our V2 base and it is selected.
I also checked the Architect flow - the flow has a “Get Knowledge” action that references the same knowledge base ID, and the flow variable mapping looks correct.
Anyone else hit this after migrating from V1 to V2? The exact same configuration worked perfectly with the V1 knowledge base yesterday.
Yeah mate, we hit this exact thing in our APAC org two weeks ago. Wasted a full day on it.
The problem is that V2 knowledge bases require a separate “deployment” step that V1 did not have. Publishing an article in V2 only makes it visible in the Workbench admin UI. To make it available for Agent Assist and bot consumption, you need to go to Knowledge Workbench > Settings > Deployments and create a new deployment.
The deployment essentially creates a search index that the Agent Assist runtime queries against. Without a deployment, the runtime has no index to search, so it returns zero results every time.
After creating the deployment, wait about 10-15 minutes for the initial indexing to complete. You can monitor the status on the Deployments page - it will show “Processing” and then switch to “Active”.
Absolutely maddening that the migration tool does not create this deployment automatically. There is no error message, no warning - it just silently returns nothing.
To supplement the deployment step mentioned above, there is an additional requirement for V2 knowledge bases when used with Agent Assist specifically.
In the Agent Assist configuration under Admin > Contact Center > Agent Assist, you must also update the “Knowledge Source” setting. V1 bases use the legacy source type, while V2 bases require the “Knowledge Workbench V2” source type. If you migrated the knowledge base but did not update this dropdown, the Agent Assist engine is still attempting to query the V1 API endpoints, which return empty results because the V1 base no longer exists.
The configuration change requires saving and then toggling the Agent Assist integration off and on again for the new source type to take effect in active flows.
Both fixes above are correct. Just want to flag one more thing that burned us.
If you are using the Get Knowledge action in Architect flows (not just the automatic Agent Assist surfacing), the V2 API uses a completely different response schema. The V1 action returned results in knowledgeDocuments[].document.answer, but V2 returns them in results[].document.answer.text.
So if your flow has any expression logic that parses the knowledge response - like extracting the answer to display in a bot message - those expressions will fail silently and return empty strings after the V2 migration. You need to update every flow that references knowledge base response fields.
We maintain 50+ flows and had to do a find-and-replace across all of them. Genesys really should have documented this schema change more prominently in the migration guide.