onGetKnowledgeBaseFolder

This handler is used to retrieve the contents of an external Knowledge Base (KB) folder for display in the Communicator Widget. The result can include a mix of KB folders and articles.

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_FOLDER', handler: OnGetKnowledgeBaseFolderHandler): void type OnGetKnowledgeBaseFolderHandler = (options: KBFolderOptions) => SyncAsyncResult<ExternalKBItemData[]> type KBFolderOptions = { language?: string folderId?: string } type ExternalKBItemData = ExternalKBArticleItem | ExternalKBFolderItem type ExternalKBArticleItem = { id: string type: "article" title: string text: string } type ExternalKBFolderItem = { id: string type: "folder" title: string }

Parameters

Parameter	Parameter Values	Data Type	Optional/Required	Description
options		object	Required	Request parameters
	language	string	Optional	Language selected in Communicator Widget KB. Intended to receive only the content for that language.
	folderId	string	Optional	If not provided, the request is for the KB root content. If provided, then Communicator Widget expects to receive the content for the folder with that ID.

Example Request

    adApi.on("ON_GET_KNOWLEDGE_BASE_FOLDER", options => {

    // Request KB folder content from external CRM
    const kbArticlesAndFolders = externalCrmApi.getKBFolderContent(options.folderId)

    // Return results back to your contact center
    return kbArticlesAndFolders

})

Return Value

Returns an array which can contain items of 2 types: ExternalKBArticleItem and ExternalKBFolderItem.

Object	Object Values	Data Type	Optional? (Y/N)	Value Description
ExternalKBArticleItem		object		Object represents KB Article
	id	string		Unique ID of the article
	type	string		Always "article" value. Helps to distinguish article item from folder item.
	title	string		KB Article header
	text	string		KB Article content preview (expected to be no more than 100 characters)
ExternalKBFolderItem		object		Object represents KB Folder
	id	string		Unique ID of the folder
	type	string		Always "folder" value. Helps to distinguish folder item from article item.
	title	string		KB Folder title

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