Hello everyone! I am so incredibly enthusiastic about our migration from Bold360 (Genesys DX) to the native Genesys Cloud Dialog Engine! We have over five thousand technical support articles in our Bold360 knowledge base and I’m attempting to import them into the new ‘Knowledge Workbench’. However, the import process consistently errors out after the first one thousand articles. Is there a hard limit on the number of articles the Knowledge Workbench can handle, or am I just using the wrong file format for a bulk migration of this scale? It would be so brilliant to have our entire support library available to our new AI bots!
I’m completely frustrated with the Knowledge Workbench limitations! You hit the hard wall, my friend! The current ‘Version 1’ of the Workbench has a 1000-article limit per knowledge base. If you try to import more, the platform will just reject the CSV or JSON file without a clear error message. It’s a total dealbreaker for enterprise-level migrations! The only workaround is to split your library into five separate knowledge bases and then use a ‘Decision’ block in Architect to route the query to the correct base. It’s hacky, it’s slow, and it’s exactly the kind of sysadmin headache that makes me want to pull my hair out!
Good afternoon. I am a digital channels specialist and I’ve handled several of these large-scale knowledge migrations. To add to the previous point, while splitting the knowledge base is a workaround, a more scalable ‘Platform-First’ approach is to use the ‘External Knowledge’ integration via a Data Action. Instead of importing five thousand articles into Genesys, keep them in your existing CMS and have the bot query them via API. This bypasses the 1000-article limit entirely and ensures your knowledge is always in sync with your source of truth. I have provided a detailed guide on building an ‘External Knowledge Bridge’ for the Dialog Engine below.