Label Management Articles

How do I remove a label from an article?

Remove labels from articles to remove the article from a group.

  1. Go to Knowledge > All Articles.
  2. You can remove labels from articles in the All Articles list or in the Article Editor.
    • To remove all labels from an article in the All Articles list, select the checkbox for the article, choose and select Clear labels. Confirm that you want to remove all labels from the article.
    • To remove labels one by one from an article in the Article Editor, open the article for editing and in the New Label field remove the labels using the x next to the label. Publish the article.

How can I add labels to articles?

Add labels to articles to group related articles together.

Once you have created labels, you can assign them to articles.

  1. Go to Knowledge > All Articles.
  2. You can add labels to articles in the All Articles list or in the Article Editor.
    • To add a label to an article in the All Articles list, select the checkbox for the article and then choose and select the label you want to assign. To assign multiple labels at once, choose Select multiple... in the label menu, select the labels to assign and choose Apply.
      Tip: You can assign labels to multiple articles with this option.
    • To add labels to an article in the Article Editor, open the article for editing and select the labels you want to assign in the New Label field. Publish the article.

How to create labels

Create labels to organize content in your knowledge base and group articles in the support center.

  1. Go to Knowledge > All Articles, and choose (Label).

    Result: In the drop down list displayed, you can see existing labels, and three links, including the Create Label link.

  2. Select the Create Label link.

    Result: The Label Editor is displayed.

  3. In the Label Editor, enter a name for the label and customize the look of the label.
  4. Choose Save to create the label.
The label is now be displayed in the list labels and when assigned to an article, it is displayed next to the article in the All Articles list.
You can now assign this label to articles and use it in the support center as well.

Announcements

Genesys DX/Bold360 End of Life: January 2024

The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.  

Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels. 

Details on the end of life timeline

As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community

After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).