Genesys Cloud enables administrators to customize knowledge portal welcome and fallback messages through the Messenger Configurations interface. Users with appropriate licensing (CX 1 Digital Add-on II through CX 4, or CX AI Experience) and required permissions in Architect Flow management, Routing, Message, Queue, and Web Deployments can access this feature. To configure these messages, administrators navigate to Menu > Digital and Telephony > Message > Messenger Configurations, create a new setup, and select the knowledge portal from the configuration list. The Welcome note displays when customers access the knowledge portal page, while the Fallback message appears when search queries return no relevant results. This customization capability allows organizations to tailor the user experience and provide contextual guidance at key interaction points within the knowledge portal.