Core Customer Manager APIs (3.0.0)

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Authentication is required. Refer below table, as authentication varies based on actor.

Actor Authentication
Global / Department User The user must be logged in to call this API.
Client Application Only authenticated client applications of type 'API' are allowed to access this API.
Customer The customer must be logged in to call this API.


  • Any license that can be assigned to a user in the application is a user license. Following user licenses are available in the product:

    • eGain Platform
    • eGain Knowledge + AI
    • eGain MailPlus
    • eGain ChatPlus
    • eGain Advisor Desktop
    • eGain CallTrackPlus
    • eGain CobrowsePlus

    Refer below table, as licenses varies based on actor.

    Actor Licenses
    Global User Any of the user licenses must be installed in the application.
    Department User The logged in user must have any of the user licenses.
    Client Application / Customer Licenses are not required.

Customer grants

A grant is an authorization given to a customer on another customer. If Customer A has grants on Customer B, then Customer A can:

  1. View the activities, attachments and cases of customer. B
  2. Create new emails on behalf of customer B.
  3. Respond to emails on behalf of customer B.

In terms of APIs, Customer A can execute the following APIs on behalf of Customer B

  1. Activity:
    Get activity by ID
    Search for activities
    Create incoming email activity
    Create an email response to an activity

  2. Activity attachments:
    Get details for all attachments of an activity
    Get attachment details

  3. Case:
    Get case by ID
    Search for cases

Number of grants:
A customer can have grants on at most 75 customers. Similarly, no more than 75 customers can have grants on a customer.