Real-Time Knowledge Access

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.

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

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

1. Create a Client Application
   • Setup secure access to eGain Knowledge APIs for your application with Client Credentials Flow.
   • Guide: Client Application Creation
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.

The asynchronous Export API exports the contents of a single knowledge portal in a single language. Each exported package contains the portal and topic metadata, the metadata and content of every article, and any associated article attachments and inline images.

Article metadata is written to articles_{n}.json files, with up to 250 articles per file. Each article's content is provided as a separate HTML file; articles that have multiple editions due to personalization are exported with a separate HTML file for each available edition.

export_{jobId}/
├── manifest.json
└── portal-{portalId}_language-{languageCode}/
    ├── knowledgeHub.json
    ├── articles_{n}.json // Article metadata; large exports are split into multiple files, starting at n = 1
    └── articles/
        ├── Article_{articleId}/
        │   └── content.html // Article has no editions
        ├── Article_{articleId}/
        │   ├── content_edition_{editionId}.html // One file per available edition
        │   └── content_edition_{editionId}.html
        └── Article_{articleId}/
            ├── content.html
            ├── {attachment-or-inline-image-filename} // Original filename is preserved
            └── {attachment-or-inline-image-filename} // An article may have multiple attachments and/or inline images

[ {
  "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
    }
  },
  "exportUnpublishedOnly" : false
} ]

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

You can subscribe to 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.

For the full list of asynchronous events and the payloads your webhook endpoint receives, refer to the Asynchronous Knowledge Events reference.

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

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

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