• 5.19

onGetKnowledgeBaseArticle

This handler is used to retrieve a full Knowledge Base (KB) article data to display in the Agent Desktop Communicator Widget. When the user clicks on one of the search result items, it is shown from the onsearchKnowledgeBase data. Note: If you set multiple handlers that all return some data, only the result from the last handler will be used.

Request

Syntax

on('ON_GET_KNOWLEDGE_BASE_ARTICLE', handler: OnGetKnowledgeBaseArticle): void type OnGetKnowledgeBaseArticle = (articleId: string) => ExternalKBArticle | null | Promise<ExternalKBArticle | null> type ExternalKBArticle = {     id: string     title: string     keywords: string     answer: string     notes: string     language: string     createdByUser: string     lastEditedByUser: string     customFields: Record<string, string> }

Parameters

Parameter	Parameter Values	Data Type	Optional/Required	Description
articleId		String	Required	The ID of the article that was obtained from the onsearchKnowledgeBase return object ExternalKBSearchResult

Return Value

Object	Object Values	Data Type	Optional? (Y/N)	Value Description
ExternalKBArticle			Y
	id	String		The unique ID of the article. It is usually identical to the request parameter articleId
	title	String		The title of the Knowledge Base article
	keywords	String		The Knowledge Base article’s keywords
	answer	String		Knowledge Base article’s main content,which can include HTML
	notes	String		Any usage notes or any other additional information associated with the Knowledge Base article
	language	String		The Knowledge Base article’s language
	createdByUser	String		The Knowledge Base article’s author (i.e., the identity of the user in the external system who is the author of a particular KB article).
	lastEditedByUser	String		The name of the last user who edited the Knowledge Base article
	customFields	Record<string, string>		Any supplementary information related to the Knowledge Base article
null			Y	Note that the value null may be returned instead of ExternalKBArticle; null is returned when no match is found for the articleId.

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