The following licenses are required to use the Knowledge Access APIs:
| Tier | Tier Name | Named Users | Description |
|---|---|---|---|
| Tier 1 | Starter | Up to 10 | Designed for small-scale implementations or pilot environments |
| Tier 2 | Growth | Up to 1000 | Suitable for mid-scale deployments requiring moderate scalability |
| Tier 3 | Enterprise | Greater than 1000 | Supports large-scale environments with extended configuration options |
The following Resources have predefined limits for specific access attributes for Starter, Growth and Enterprise use.
| Resource | Limits | Starter | Growth | Enterprise |
|---|---|---|---|---|
| Article Reference | Number of attachments used in any article | 25 | 50 | 50 |
| Number of custom attributes in an article | 10 | 25 | 50 | |
| Number of publish views used in an article version | 20 | 20 | 20 | |
| Topic Reference | User-defined topics in a department | 1000 | 5000 | 50000 |
| Depth of topics | 5 | 20 | 20 | |
| Topics at any level | 500 | 2500 | 2500 | |
| Number of custom attributes in a topic | 10 | 10 | 10 | |
| Portal Reference | Tag categories in a portal | 15 | 15 | 15 |
| Topics to be included in a portal | 100 | 500 | 5000 | |
| Number of articles to display in announcements | 10 | 25 | 25 | |
| Usage links and link groups setup for a portal | 5 | 10 | 25 |
The Comply with an Article API allows the user to comply with an article by passing the Article's ID, which marks it as read by the user.
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.
A unique numeric interaction identifier from eGain.
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.
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.
curl -i -X PUT \
https://api.egain.cloud/knowledge/portalmgr/v4/portals/PROD-1000/articles/PROD-2996/comply \
-H 'Accept-Language: en-US' \
-H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
-H 'x-egain-activity-id: 59237' \
-H 'x-ext-integration-id: string' \
-H 'x-ext-interaction-id: string'For agents with the View Author Portal or View Staging Portal actions, this determines which version of the Article is returned.
Pagination parameter that specifies the page number of results to be returned. Used in conjunction with $pagesize.
Pagination parameter that specifies the number of results per page. Used in conjunction with $pagenum.
The attributes of an Article to be returned in addition to the default list of attributes, listed below. Multiple additional attributes can be specified using a comma-separated list. Passing 'all' will return all attributes.
These Article attributes are always returned:
| Name | Description |
|---|---|
| id | The ID of the Article. |
| name | The name of the Article. |
| articleType | The Article Type and its attributes. |
| createdBy | The ID, first name, middle name and last name of the user that created the Article. |
| createdDate | The date that the Article was created. |
| hasAttachments | True: The Article has one or more attachments. False: The Article does not have any attachments. |
| languageCode | The language code of the Article language. |
| modifiedBy | The ID, first name, middle name and last name of the user that last modified the Article. |
| modifiedDate | The date that the Article was last modified on. |
| link | The link object, used to retrieve the details of the Article. |
| versionId | The ID of the Article version that is returned. |
An additional attribute to be returned.
Additional attributes to be returned.
All additional attributes to be returned.
A unique numeric interaction identifier from eGain.
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.
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.
curl -i -X GET \
'https://api.egain.cloud/knowledge/portalmgr/v4/portals/PROD-1000/articles/subscribed?workflowMilestone=publish&%24pagenum=1&%24pagesize=10&articleResultAdditionalAttributes=averageRating' \
-H 'Accept-Language: en-US' \
-H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
-H 'x-egain-activity-id: 59237' \
-H 'x-ext-integration-id: string' \
-H 'x-ext-interaction-id: string'{ "articles": [ { … } ], "paginationInfo": { "count": 1, "pagenum": 1, "pagesize": 10 } }
The Subscribe to an Article API allows eGain users, authenticated customers and agents to subscribe and receive notifications about changes to an Article.
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.
A unique numeric interaction identifier from eGain.
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.
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.
curl -i -X PUT \
https://api.egain.cloud/knowledge/portalmgr/v4/portals/PROD-1000/articles/PROD-2996/subscribe \
-H 'Accept-Language: en-US' \
-H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
-H 'x-egain-activity-id: 59237' \
-H 'x-ext-integration-id: string' \
-H 'x-ext-interaction-id: string'