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Real-Time Knowledge Access

Overview

Welcome to the Real-Time Knowledge Access product guide. This set of licensed APIs and webhook callbacks enable bulk export of your content within your AI Knowledge Hub, monitoring of export job progress, subscription to asynchronous content update events, webhook callback notifications, and access to a number of eGain APIs to selectively consume up-to-date content in 3rd party client applications.

Common Use Cases

These APIs serve a number of application use cases that are powered by up-to-date eGain Knowledge:

  • AI assistants and Copilots
  • Custom RAG pipelines
  • Offline access from mobile devices

Workflow

The end-to-end workflow for using the Real-Time Knowledge Access product is as follows:

  1. Create a Client Application
  2. Export Content
    • Initiate bulk export of content from the Knowledge Hub, per portal and language, to customer-provided storage, either an SFTP server or an Amazon S3 bucket.
    • API Endpoint: Knowledge Export
    • Monitor export job progress in real-time.
    • API Endpoint: Export Job Status
  3. Subscribe to Events (Administration Console)
    • As a Partition Admin, from Integration menu item, select External Apps, create a Registered Application, set up its Authentication, and select Asynchronous Knowledge Publish as the Application Type.
    • Configure the webhook Callback URL for your registred application.
    • Select the content portal(s) and language(s) in scope of Knowledge update events from Portal Selection tab.
    • From Subscription tab, select the asynchronous events to subscribe to.
  4. Consume Up-to-Date Content
    • Call one or more eGain Knowledge and/or Core APIs as a client application, based on the callbacks received.

Export

The asynchronous Export API breaks up large content into smaller chunks for export to strike a balance between reliable delivery and performance. Each exported JSON file can contain the latest version of up to 250 articles, associated metadata, and attachments.

File Structure

export_{jobid}
│
├── manifest.json
├── portal-{portalId}_language-{languageCode}
 ├── knowledgehub.json
 ├── articles_{part#}.json // For large exports, articles json may be split into more parts greater than 1, this .json will always start at part # 1
 └── articles/
  ├──── article1_{articleId}
  │   ├── content_edition_{editionID}.html // If article has editions
  │   ├── file1.pdf
  │   └── file2.docx
  ├──── article2_{articleId}
  │   ├── content.html // If article does not have editions
  │   ├── file1.pdf
  │   └── file2.docx
  ├──── article3_{articleId}
  │   ├── content.html
  │   ├── image1.jpg
  │   └── image2.gif

Sample Manifest File

{
 "jobId" : "A1CF57E3-FF10-4C9C-94A1-BF7D2F20835C",
  "exportedDate" : "2026-01-20T18:33:56.724Z",
  "types" : "all",
  "counts" : {
    "exports" : 5,
    "portal-777700000001096_language-en_us" : {
      "articles" : 3,
      "topics" : 1,
      "portal" : 1
    } 
}

Article Response Fields

Export article's metadata field representation is aligned with the response of the Get Article By ID with Editions API.

Events

You can subscribe to the following asynchronous events and setup your webhook callback URL through the eGain Administrative UI. Changes made to resources, add, edit, remove, association, and dissociation, result in triggering different events:

  • article_published
  • article_moved
  • article_deleted
  • topic_updated
  • topic_moved (in scope of portal or to another portal)
  • topic_copied (in scope of portal or to another portal)
  • topic_deleted
  • portal_updated

Sample Application Use Cases

Article Content

Upon receiving notification of an article content or metadata update, or attachment addition, the client application calls one or more of the following V4 Portal Manager APIs to get the latest artifact(s):

  • Get Article By ID with Editions
  • Get Article Edition Details
  • Get Article Attachment By ID

Article Personalization

Upon receiving notification of an article personalization update, the client application calls one or both of the following V4 Core Personalization Manager APIs to get the latest Access Tags:

  • Get all Tag Categories
  • Get Tag Category by ID

Topic Hierarchy

Upon receiving notification of a topic update, the client application calls the following V4 Portal Manager API to get the latest topic hierarchy:

  • Get Topic Breadcrumb for Article
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