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Knowledge Portal Manager APIs

License

The following licenses are required to use the Knowledge Access APIs:

  • If the user is an agent, then the Knowledge + AI license is required.
  • If the user is a customer, the Self-Service and Advanced Self-Service licenses must be available.

Tiers

TierTier NameNamed UsersDescription
Tier 1StarterUp to 10Designed for small-scale implementations or pilot environments
Tier 2GrowthUp to 1000Suitable for mid-scale deployments requiring moderate scalability
Tier 3EnterpriseGreater than 1000Supports large-scale environments with extended configuration options

API Resource Limits

The following Resources have predefined limits for specific access attributes for Starter, Growth and Enterprise use.

ResourceLimitsStarterGrowthEnterprise
Article ReferenceNumber of attachments used in any article255050
Number of custom attributes in an article102550
Number of publish views used in an article version202020
Topic ReferenceUser-defined topics in a department1000500050000
Depth of topics52020
Topics at any level50025002500
Number of custom attributes in a topic101010
Portal ReferenceTag categories in a portal151515
Topics to be included in a portal1005005000
Number of articles to display in announcements102525
Usage links and link groups setup for a portal51025
Download OpenAPI description
Languages
Servers
Production Server
https://api.egain.cloud/knowledge/portalmgr/v4

Article

Article APIs

Operations

Get All Article Types in a Department

Request

Overview

The Get All Article Types in a Department API retrieves a list of all Article Types configured for a specific department.

Security
oAuthUser(Required scopes:
https://api.egain.cloud/auth/kno...
)
or oAuthOnBehalfOfUser(Required scopes:
https://api.egain.cloud/auth/kno...
)
or oAuthCustomer(Required scopes:
https://api.egain.cloud/auth/kno...
)
or oAuthOnBehalfOfCustomer(Required scopes:
https://api.egain.cloud/auth/kno...
)
or oAuthAnonymousCustomer(Required scopes:
https://api.egain.cloud/auth/kno...
)
Query
departmentIDstring[ 3 .. 8 ] characters^999$|^[1-9][0-9]{3,8}$required

The ID of the department.

Example: departmentID=999
Headers
Accept-Languagestringrequired

The Language locale accepted by the client (used for locale specific fields in resource representation and in error responses).

Enum"en-US""es-ES""fr-FR""it-IT""de-DE""nl-NL""pt-BR""pt-PT""da-DK""ru-RU"
Example: en-US
curl -i -X GET \
  'https://api.egain.cloud/knowledge/portalmgr/v4/articletypes?departmentID=999' \
  -H 'Accept-Language: en-US' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>'

Responses

Success

Bodyapplication/jsonArray [
articleCategoryIdinteger(int32)[ 0 .. 7 ]

Specifies the article category ID.

typeNamestring[ 1 .. 255 ] characters^[\w\W]+$

Indicates the article type name.

useStructuredAuthoringboolean

Indicates whether structured authoring is enabled for this article type, requiring content to be created using predefined fields

articleTypeIdstring[ 15 .. 20 ] characters^[0-9]+$

The ID of the Article Type.

Example: "932100000002020"
imageURLstring[ 1 .. 2000 ] characters^(?:https?:\/\/|\/\/|\/|\.\.?\/|[a-zA-Z0-9])[...

The URL of an image to be associated with the Article Type

descriptionstring[ 0 .. 2000 ] characters^[\w\W]*$

Description of Article Type

isSearchableboolean

Indicates whether articles of this type are included in portal search results

isBrowsableboolean

Indicates whether articles of this type are displayed in portal browsing areas such as topics and lists

]
Response
application/json
[ { "articleTypeId": "100100000000001", "typeName": "General", "description": "Knowledge", "imageURL": "https://hd.egain.com/images/km-for-dummies-24.jpg", "articleCategoryId": 0, "useStructuredAuthoring": true, "isSearchable": true, "isBrowsable": true }, { "articleTypeId": "100100000000002", "typeName": "General", "description": "FAQ", "articleCategoryId": 0, "useStructuredAuthoring": true, "isSearchable": true, "isBrowsable": true }, { "articleTypeId": "100100000000003", "typeName": "Suggestion", "description": "Suggestions", "articleCategoryId": 4, "useStructuredAuthoring": true, "isSearchable": true, "isBrowsable": true } ]

Add Article to Reply

Request

Overview

The Add Article to Reply API captures events for articles used in a reply for a digital channel activity.

Note: Either the x-ext-activity-id or
x-ext-integration-id and x-ext-interaction-id header must be provided.

Permissions

  • Only Agents can invoke this API.
Security
oAuthUser(Required scopes:
https://api.egain.cloud/auth/kno...
)
or oAuthOnBehalfOfUser(Required scopes:
https://api.egain.cloud/auth/kno...
)
Path
portalIDstring[ 7 .. 20 ] characters^[a-zA-Z0-9]{2,4}-\d{4,15}$required

The ID of the portal being accessed.

A portal ID is composed of a 2-4 letter prefix, followed by a dash and 4-15 digits.

Example: PROD-1000
articleIDstring[ 7 .. 20 ] characters^[a-zA-Z0-9]{2,4}-\d{4,15}$required

The ID of the Article.

An Article ID is composed of a 2-4 letter prefix followed by a dash and 4-15 digits.

Example: PROD-2996
Headers
x-egain-activity-idstring[ 4 .. 9 ] characters^[0-9]{4,9}$

A unique numeric interaction identifier from eGain.

Example: 59237
x-ext-integration-idstring<= 40 characters^[\w\W]+$

The unique numeric identifier for a tenant, used in self-service functionality as well as third-party integrations.

Note: The x-ext-integration-id and x-ext-interaction-id headers must always be provided together and cannot be supplied independently.

The x-egain-activity-id may be provided on its own, or it may be provided along with both x-ext-integration-id and x-ext-interaction-id.

Examples:
3155180e-0c13-43e9-9c38-e9045bcbf176
00Dbn00000IxGnx
x-ext-interaction-idstring<= 40 characters^[\w\W]+$

A unique interaction identifier from other CRM applications.

Note: The x-ext-integration-id and x-ext-interaction-id headers must always be provided together and cannot be supplied independently.

The x-egain-activity-id may be provided on its own, or it may be provided along with both x-ext-integration-id and x-ext-interaction-id.

Examples:
3155180e-0c13-43e9-9c38-e9045bcbf176
00Dbn00000IxGnx
Accept-Languagestringrequired

The Language locale accepted by the client (used for locale specific fields in resource representation and in error responses).

Enum"en-US""es-ES""fr-FR""it-IT""de-DE""nl-NL""pt-BR""pt-PT""da-DK""ru-RU"
Example: en-US
Acceptstringrequired

The content type accepted by the client.

Default application/json
Value"application/json"
Bodyapplication/jsonrequired
versionIdstring[ 7 .. 20 ] characters^[a-zA-Z0-9]{2,4}-\d{4,15}$required

An Article version's ID.

Example: "PROD-12416"
editionIdstring[ 7 .. 20 ] characters^[a-zA-Z0-9]{2,4}-\d{4,15}$

An Article edition's ID.

Example: "PROD-13015"
languageobject(Language)required

The knowledge base language in which the version is created.

Example: {"code":"en-US"}
language.​codestringrequired

The code of the language.

Enum"en-US""fr-FR""en-GB""es-ES""it-IT""nl-NL""da-DA""sv-SE""pt-PT""fi-FI"
Example: "en-US"
curl -i -X PUT \
  https://api.egain.cloud/knowledge/portalmgr/v4/portals/PROD-1000/articles/PROD-2996/addtoreply \
  -H 'Accept: application/json' \
  -H 'Accept-Language: en-US' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'x-egain-activity-id: 59237' \
  -H 'x-ext-integration-id: string' \
  -H 'x-ext-interaction-id: string' \
  -d '{
    "editionId": "PROD-13015",
    "versionId": "PROD-12416",
    "language": {
      "code": "en-US"
    }
  }'

Responses

No Content

Response
No content

Add as Reference

Request

Overview

The Add as Reference API captures events for articles that are referenced by agents replying inside of a digital channel activity.

Note: Either the x-ext-activity-id or
x-ext-integration-id and x-ext-interaction-id header must be provided.

Permissions

  • Only Agents can invoke this API.
Security
oAuthUser(Required scopes:
https://api.egain.cloud/auth/kno...
)
or oAuthOnBehalfOfUser(Required scopes:
https://api.egain.cloud/auth/kno...
)
Path
portalIDstring[ 7 .. 20 ] characters^[a-zA-Z0-9]{2,4}-\d{4,15}$required

The ID of the portal being accessed.

A portal ID is composed of a 2-4 letter prefix, followed by a dash and 4-15 digits.

Example: PROD-1000
articleIDstring[ 7 .. 20 ] characters^[a-zA-Z0-9]{2,4}-\d{4,15}$required

The ID of the Article.

An Article ID is composed of a 2-4 letter prefix followed by a dash and 4-15 digits.

Example: PROD-2996
Headers
x-egain-activity-idstring[ 4 .. 9 ] characters^[0-9]{4,9}$

A unique numeric interaction identifier from eGain.

Example: 59237
x-ext-integration-idstring<= 40 characters^[\w\W]+$

The unique numeric identifier for a tenant, used in self-service functionality as well as third-party integrations.

Note: The x-ext-integration-id and x-ext-interaction-id headers must always be provided together and cannot be supplied independently.

The x-egain-activity-id may be provided on its own, or it may be provided along with both x-ext-integration-id and x-ext-interaction-id.

Examples:
3155180e-0c13-43e9-9c38-e9045bcbf176
00Dbn00000IxGnx
x-ext-interaction-idstring<= 40 characters^[\w\W]+$

A unique interaction identifier from other CRM applications.

Note: The x-ext-integration-id and x-ext-interaction-id headers must always be provided together and cannot be supplied independently.

The x-egain-activity-id may be provided on its own, or it may be provided along with both x-ext-integration-id and x-ext-interaction-id.

Examples:
3155180e-0c13-43e9-9c38-e9045bcbf176
00Dbn00000IxGnx
Accept-Languagestringrequired

The Language locale accepted by the client (used for locale specific fields in resource representation and in error responses).

Enum"en-US""es-ES""fr-FR""it-IT""de-DE""nl-NL""pt-BR""pt-PT""da-DK""ru-RU"
Example: en-US
Acceptstringrequired

The content type accepted by the client.

Default application/json
Value"application/json"
Bodyapplication/jsonrequired
versionIdstring[ 7 .. 20 ] characters^[a-zA-Z0-9]{2,4}-\d{4,15}$required

An Article version's ID.

Example: "PROD-12416"
editionIdstring[ 7 .. 20 ] characters^[a-zA-Z0-9]{2,4}-\d{4,15}$

An Article edition's ID.

Example: "PROD-13015"
languageobject(Language)required

The knowledge base language in which the version is created.

Example: {"code":"en-US"}
language.​codestringrequired

The code of the language.

Enum"en-US""fr-FR""en-GB""es-ES""it-IT""nl-NL""da-DA""sv-SE""pt-PT""fi-FI"
Example: "en-US"
curl -i -X PUT \
  https://api.egain.cloud/knowledge/portalmgr/v4/portals/PROD-1000/articles/PROD-2996/addasreference \
  -H 'Accept: application/json' \
  -H 'Accept-Language: en-US' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'x-egain-activity-id: 59237' \
  -H 'x-ext-integration-id: string' \
  -H 'x-ext-interaction-id: string' \
  -d '{
    "editionId": "PROD-13015",
    "versionId": "PROD-12416",
    "language": {
      "code": "en-US"
    }
  }'

Responses

No Content

Response
No content

Article Lists

Article List APIs

Operations

Bookmark

Bookmark APIs

Operations

Guided Help

Guided Help APIs

Operations

Portal

Portal API

Operations

Suggestion

Suggestion APIs

Operations

Topic

Topic APIs

Operations

User Details

User Details APIs

Operations

User Milestones

User Milestones APIs

Operations

User Profile

UserProfile APIs

Operations

Federated Search Event

Federated Search Event API

Operations

Connectors Search Events

Connectors Search Event APIs

Operations

Attachment

Attachment Upload API

Operations

Export

Content Export APIs

Operations