KnowledgeService plugin

Note: Please subscribe to ready event before calling any KnowledgeService plugin commands.

When KnowledgeService plugin is ready to accept commands, it will publish ready event. It's recommended to subscribe to this event before calling any commands in this plugin. If the ready event is already published before you subscribe to it, it will simply republish again ensuring your callback function gets executed.

Here is an example of the KnowledgeService.getSuggestions command being invoked once the KnowledgeService plugin has been initialized.

Example

Genesys('subscribe', 'KnowledgeService.ready', () => {
  Genesys(
    'command',
    'KnowledgeService.getSuggestions',
    {
      pageSize: 3,
      query: 'Genesys',
    },
    (data) => {
      /*fulfilled callback*/
      data ? console.log(data) : null;
      console.log('Suggestions returned successfully');
    },
    (error) => {
      /*rejected callback*/
      error ? console.log(error) : null;
      console.log('Error returning suggestions');
    }
  );
});

KnowledgeService plugin commands

KnowledgeService.search

Invokes the Search API to perform request to return search result data.

Resolutions:

Name	Description	Return	Event published
resolved	When the Search api returns the result.	Search result object.	If there is result:KnowledgeService.searchResults with the search result object. If there is no result:KnowledgeService.noSearchResultsFound
rejected	When there is an error during the API call.	Error object	KnowledgeService.error with the error object

Example

Genesys("command", "KnowledgeService.search",
{
"pageSize": 3,
"query": "how",
"queryType": "ManualSearch"
}, (data) => { console.log(data); });

Options:

Name	Data type	Description	Status
query	string	Query to search content in the knowledge base.	required
pageSize	integer	Page size of the returned results.	optional
queryType	string	The type of the query that initiates the search. Valid Values:	optional
		ManualSearch - If the search triggered by manual user action	\
		Suggestion - If the search triggered by auto-complete suggestion	\
		AutoSearch - If the search triggered by automation

Result object:

Example

{
"sessionId": "123abcd4-e567-890f-g123-456h789abc0d",
"deploymentId": "123abcd4-e567-890f-g123-456h789abc0d",
"searchId": "123abcd4-e567-890f-g123-456h789abc0d",
"result": [
{
"confidence": 0.2098388671875,
"document": {
"id": "123abcd4-e567-890f-g123-456h789abc0d",
"title": "How to request new channels?",
"alternatives": [],
"state": "Published",
"dateCreated": "2022-04-14T10:20:23.613Z",
"dateModified": "2022-04-14T10:26:06.968Z",
"documentVersion": {},
"variations": [
{
"id": "123abcd4-e567-890f-g123-456h789abc0d",
"body": {
"blocks": [
{
"type": "Paragraph",
"paragraph": {
"blocks": [
{
"type": "Text",
"text": {
"text": "How to request new channels?"
}
}
]
}
}
]
},
"dateCreated": "2022-04-14T10:26:06.968Z",
"dateModified": "2022-04-14T10:26:06.993Z",
"documentVersion": {}
}
]
}
}
]
}

Error object:

Example

{
"code": "unknown.error",
"message": "Something went wrong. Please try again later."
}

KnowledgeService.getSuggestions

Invokes the Suggestions API to perform request to return suggestion result data.

Resolutions:

Name	Description	Return	Event published
resolved	When the Suggestion api returns the result.	Suggestion result object.	If there is result:KnowledgeService.suggestions with the suggestion result object. If there is no result:KnowledgeService.noSuggestionsFound
rejected	When there is an error during the API call.	Error object	KnowledgeService.error with the error object

Example

Genesys("command", "KnowledgeService.getSuggestions",
{
"pageSize": 3,
"query": "how"
}, (data) => { console.log(data); });

Options:

Name	Data type	Description	Status
query	string	Query to get autocomplete suggestions for the matching knowledge documents.	required
pageSize	integer	Page size of the returned results.	optional

Result object:

Example

{
"sessionId": "123abcd4-e567-890f-g123-456h789abc0d",
"deploymentId": "123abcd4-e567-890f-g123-456h789abc0d",
"result": [
{
"matchedPhrase": "How many devices can I simultaneously watch on?"
},
{
"matchedPhrase": "How to request new shows?"
},
{
"matchedPhrase": "How to request new channels?"
}
]
}

Error object:

Example

{
"code": "unknown.error",
"message": "Something went wrong. Please try again later."
}

KnowledgeService.getCategories

Invokes the Category API to perform request to return category result data.

Resolutions:

Name	Description	Return	Event published
resolved	When the Category api returns the result.	Category result object.	If there is result:KnowledgeService.categories with the category result object. If there is no result:KnowledgeService.noCategoriesFound
rejected	When there is an error during the API call.	Error object	KnowledgeService.error with the error object

Example

Genesys("command", "KnowledgeService.getCategories", {}, (data) => { console.log(data); });

Result object:

Example

{
"sessionId": "123abcd4-e567-890f-g123-456h789abc0d",
"deploymentId": "123abcd4-e567-890f-g123-456h789abc0d",
"result": [
{
"id": "123abcd4-e567-890f-g123-456h789abc0d",
"name": "Category 1"
},
{
"id": "123abcd4-e567-890f-g123-456h789abc0d",
"name": "Category 2",
"parentId": "123abcd4-e567-890f-g123-456h789abc0d"
}
]
}

Error object:

Example

{
"code": "unknown.error",
"message": "Something went wrong. Please try again later."
}

KnowledgeService.getArticle

Invokes the Article API to perform request to return article result data.

Resolutions:

Name	Description	Return	Event published
resolved	When the Article api returns the result.	Article result object.	If there is result:KnowledgeService.article with the article result object. If there is no result:KnowledgeService.noArticleFound
rejected	When there is an error during the API call.	Error object	KnowledgeService.error with the error object

Example

Genesys("command", "KnowledgeService.getArticle",
{
"articleId": "123abcd4-e567-890f-g123-456h789abc0d",
"searchId": "123abcd4-e567-890f-g123-456h789abc0d",
"queryType": "ManualSearch"
}, (data) => { console.log(data); });

Options:

Name	Data type	Description	Status
articleId	string	The id of the document.	required
searchId	string	The search that surfaced the document. Register the document as selected answer for analytics purpose.	optional
queryType	string	The type of the query that surfaced the document. Valid Values:	optional
		Unknown - Default value, if the queryType was not specified	\
		Article - If the opened document was surfaced via direct link	\
		Category - If the opened document was surfaced via category browsing	\
		ManualSearch - If the opened document was surfaced via manual search	\
		Recommendation - If the opened document was surfaced via recommendations/top viewed articles	\
		Suggestion - If the opened document was surfaced via accepted auto-complete suggestion	\
		AutoSearch - If the opened document was surfaced via automation

Result object:

Example

{
"sessionId": "123abcd4-e567-890f-g123-456h789abc0d",
"deploymentId": "123abcd4-e567-890f-g123-456h789abc0d",
"result": {
"id": "123abcd4-e567-890f-g123-456h789abc0d",
"title": "What devices can I watch SportsTube on?",
"visible": true,
"alternatives": [],
"state": "Published",
"dateCreated": "2022-04-14T10:02:47.460Z",
"dateModified": "2022-04-14T10:08:19.806Z",
"createdBy": {
"id": "123abcd4-e567-890f-g123-456h789abc0d",
"selfUri": "/api/v2/users/123abcd4-e567-890f-g123-456h789abc0d"
},
"modifiedBy": {
"id": "123abcd4-e567-890f-g123-456h789abc0d",
"selfUri": "/api/v2/users/123abcd4-e567-890f-g123-456h789abc0d"
},
"variations": [
{
"id": "123abcd4-e567-890f-g123-456h789abc0d",
"body": {
"blocks": [
{
"type": "Paragraph",
"paragraph": {
"blocks": [
{
"type": "Text",
"text": {
"text": "You can watch SportsTube on your computer, iPhone, iPad, Android phone and tablet, Roku, Apple TV, Xbox, Chromecast and Amazon Fire TV."
}
}
]
}
}
]
},
"dateCreated": "2022-04-14T10:08:19.806Z",
"dateModified": "2022-04-14T10:08:19.823Z",
"documentVersion": {
"id": "123abcd4-e567-890f-g123-456h789abc0d"
},
"contexts": [],
"document": {
"id": "123abcd4-e567-890f-g123-456h789abc0d"
}
}
],
"sessionId": "123abcd4-e567-890f-g123-456h789abc0d",
"selfUri": "/api/v2/knowledge/guest/sessions/123abcd4-e567-890f-g123-456h789abc0d/documents/123abcd4-e567-890f-g123-456h789abc0d"
}
}

Error object:

Example

{
"code": "unknown.error",
"message": "Something went wrong. Please try again later."
}

KnowledgeService.getArticlesByCategory

Get articles belongs to a given category.

Resolutions:

Name	Description	Return	Event published
resolved	When the documents api returns the result.	Articles result object.	If there is result:KnowledgeService.articlesByCategory with the articles result object. If there is no result:KnowledgeService.noArticlesByCategoryFound
rejected	When there is an error during the API call.	Error object	KnowledgeService.error with the error object

Example

Genesys("command", "KnowledgeService.getArticlesByCategory",
{
"categoryId": "123abcd4-e567-890f-g123-456h789abc0d"
}, (data) => { console.log(data); });

Result object:

Example

{
"sessionId": "123abcd4-e567-890f-g123-456h789abc0d",
"deploymentId": "123abcd4-e567-890f-g123-456h789abc0d",
"result": [
{
"id": "123abcd4-e567-890f-g123-456h789abc0d",
"title": "Do you screen rugby?"
}
]
}

Error object:

Example

{
"code": "unknown.error",
"message": "Something went wrong. Please try again later."
}

KnowledgeService.getTopViewedArticles

Get the most viewed articles.

Resolutions:

Name	Description	Return	Event published
resolved	When the documents api returns the result.	Articles result object.	If there is result: KnowledgeService.topViewedArticles with the articles result object. If there is no result: KnowledgeService.noTopViewedArticlesFound
rejected	When there is an error during the API call.	Error object.	KnowledgeService.error with the error object.

Example

Genesys("command", "KnowledgeService.getTopViewedArticles",
{
"pageSize": 3
}, (data) => { console.log(data); });

Options:

Name	Data type	Description	Status
pageSize	integer	Length of the top viewed articles list. Default value: 5.	optional

Result object:

Example

{
"sessionId": "123abcd4-e567-890f-g123-456h789abc0d",
"deploymentId": "123abcd4-e567-890f-g123-456h789abc0d",
"result": [
{
"id": "123abcd4-e567-890f-g123-456h789abc0d",
"title": "How to request new channels?"
},
{
"id": "123abcd4-e567-890f-g123-456h789abc0d",
"title": "Do you screen rugby?"
},
{
"id": "123abcd4-e567-890f-g123-456h789abc0d",
"title": "What devices can I watch SportsTube on?"
}
]
}

Error object:

Example

{
"code": "unknown.error",
"message": "Something went wrong. Please try again later."
}

KnowledgeService.sendFeedback

Give feedback on a document.

Resolutions:

Name	Description	Return	Event published
resolved	When the documents api returns the result.	Feedback result object.	KnowledgeService.feedbackSent with the feedback result object.
rejected	When there is an error during the API call.	Error object.	KnowledgeService.error with the error object.

Example

Genesys("command", "KnowledgeService.sendFeedback",
{
"documentId": "123abcd4-e567-890f-g123-456h789abc0d",
"documentVersionId": "123abcd4-e567-890f-g123-456h789abc0d",
"documentVariationId": "123abcd4-e567-890f-g123-456h789abc0d",
"rating": "Positive",
"searchId": "123abcd4-e567-890f-g123-456h789abc0d",
"reason": "SearchResults",
"comment": "My comment",
"queryType": "ManualSearch"
}, (data) => { console.log(data); });

Options:

Name	Data type	Description	Status
documentId	string	The document on which feedback was given.	required
documentVersionId	string	The version of the document on which feedback was given.	required
documentVariationId	string	The variation of the document on which feedback was given.	required
rating	string	Feedback rating. Valid Values: Negative, Positive.	required
searchId	string	The search that surfaced the document on which feedback was given.	optional
reason	string	Feedback reason. Valid Values: DocumentContent, SearchResults.	optional
comment	string	Free-text comment of the feedback. Maximum length: 2000 characters.	optional
queryType	string	The type of the query that surfaced the document. Valid Values:	optional
		Unknown - Default value, if the queryType was not specified	\
		Article - If the opened document was surfaced via direct link	\
		Category - If the opened document was surfaced via category browsing	\
		ManualSearch - If the opened document was surfaced via manual search	\
		Recommendation - If the opened document was surfaced via recommendations/top viewed articles	\
		Suggestion - If the opened document was surfaced via accepted auto-complete suggestion	\
		AutoSearch - If the opened document was surfaced via automation

Result object:

Example

{
"sessionId": "123abcd4-e567-890f-g123-456h789abc0d",
"deploymentId": "123abcd4-e567-890f-g123-456h789abc0d",
"result": {
"id": "123abcd4-e567-890f-g123-456h789abc0d",
"documentVariation": {
"id": "123abcd4-e567-890f-g123-456h789abc0d"
},
"rating": "Positive",
"reason": "SearchResults",
"comment": "My comment",
"search": {
"id": "123abcd4-e567-890f-g123-456h789abc0d"
},
"sessionId": "123abcd4-e567-890f-g123-456h789abc0d",
"dateCreated": "2022-12-05T13:44:03.447Z",
"document": {
"id": "123abcd4-e567-890f-g123-456h789abc0d",
"versionId": "123abcd4-e567-890f-g123-456h789abc0d"
},
"application": {
"type": "MessengerKnowledgeApp",
"deployment": {
"id": "123abcd4-e567-890f-g123-456h789abc0d"
}
}
}
}

Error object:

Example

{
"code": "unknown.error",
"message": "Something went wrong. Please try again later."
}

KnowledgeService.getSession

Get the current session, or create one if it is not exists.

Resolutions:

Name	Description	Return	Event published
resolved	When the api returns the result.	Session result object.	None.
rejected	When there is an error during the API call.	Error object.	KnowledgeService.error with the error object.

Example

Genesys("command", "KnowledgeService.getSession", {
"appType": "SupportCenter"
}, (data) => { console.log(data); });

Options:

Name	Data type	Description	Status
appType	string	The type of the app to get the session from. Valid Values: MessengerKnowledgeApp, SupportCenter. Default value: MessengerKnowledgeApp	optional

Result object:

Example

{
"sessionId": "123abcd4-e567-890f-g123-456h789abc0d",
"deploymentId": "123abcd4-e567-890f-g123-456h789abc0d",
"result": {
"sessionId": "123abcd4-e567-890f-g123-456h789abc0d"
}
}

Error object:

Example

{
"code": "unknown.error",
"message": "Something went wrong. Please try again later."
}

KnowledgeService plugin events

KnowledgeService.ready

Published when the KnowledgeService plugin registered every command.

Example

Genesys("subscribe", "KnowledgeService.ready", () => console.log("KnowledgeService: ready"));

KnowledgeService.error

Published when there is an error during command execution.

Example

Genesys("subscribe", "KnowledgeService.error", (err) => console.log(err));

KnowledgeService.searchResults

Published when the doSearch command finished execution with not empty result set.

Example

Genesys("subscribe", "KnowledgeService.searchResults", (data) => console.log(data)); // same as search command return value

KnowledgeService.noSearchResultsFound

Published when the doSearch command finished execution with empty result set.

Example

Genesys("subscribe", "KnowledgeService.noSearchResultsFound", () => console.log("KnowledgeService: no search results found"));

KnowledgeService.suggestions

Published when the getSuggestions command finished execution with not empty result set.

Example

Genesys("subscribe", "KnowledgeService.suggestions", (data) => console.log(data)); // same as getSuggestions command return value

KnowledgeService.noSuggestionsFound

Published when the getSuggestions command finished execution with empty result set.

Example

Genesys("subscribe", "KnowledgeService.noSuggestionsFound", () => console.log("KnowledgeService: no suggestions found"));

KnowledgeService.categories

Published when the getCategories command finished execution with not empty result set.

Example

Genesys("subscribe", "KnowledgeService.categories", (data) => console.log(data)); // same as getCategories command return value

KnowledgeService.noCategoriesFound

Published when the getCategories command finished execution with empty result set.

Example

Genesys("subscribe", "KnowledgeService.noCategoriesFound", () => console.log("KnowledgeService: no categories found"));

KnowledgeService.article

Published when the getArticle command finished execution with not empty result set.

Example

Genesys("subscribe", "KnowledgeService.article", (data) => console.log(data)); // same as getArticle command return value

KnowledgeService.noArticleFound

Published when the getArticle command finished execution with empty result set.

Example

Genesys("subscribe", "KnowledgeService.noArticleFound", () => console.log("KnowledgeService: no article found"));

KnowledgeService.articlesByCategory

Published when the getArticlesByCategory command finished execution with not empty result set.

Example

Genesys("subscribe", "KnowledgeService.articlesByCategory", (data) => console.log(data)); // same as getArticlesByCategory command return value

KnowledgeService.noArticlesByCategoryFound

Published when the getArticlesByCategory command finished execution with empty result set.

Example

Genesys("subscribe", "KnowledgeService.noArticlesByCategoryFound", () => console.log("KnowledgeService: no articles by category found"));

KnowledgeService.topViewedArticles

Published when the getTopViewedArticles command finished execution with not empty result set.

Example

Genesys("subscribe", "KnowledgeService.topViewedArticles", (data) => console.log(data)); // same as getTopViewedArticles command return value

KnowledgeService.noTopViewedArticlesFound

Published when the getTopViewedArticles command finished execution with empty result set.

Example

Genesys("subscribe", "KnowledgeService.noTopViewedArticlesFound", () => console.log("KnowledgeService: no top viewed articles found"));

KnowledgeService.feedbackSent

Published when the sendFeedback command finished execution.

Example

Genesys("subscribe", "KnowledgeService.feedbackSent", (data) => console.log(data)); // same as sendFeedback command return value

KnowledgeService plugin

KnowledgeService plugin commands

KnowledgeService.search

KnowledgeService.getSuggestions

KnowledgeService.getCategories

KnowledgeService.getArticle

KnowledgeService.getArticlesByCategory

KnowledgeService.getTopViewedArticles

KnowledgeService.sendFeedback

KnowledgeService.getSession

KnowledgeService plugin events

KnowledgeService.ready

KnowledgeService.error

KnowledgeService.searchResults

KnowledgeService.noSearchResultsFound

KnowledgeService.suggestions

KnowledgeService.noSuggestionsFound

KnowledgeService.categories

KnowledgeService.noCategoriesFound

KnowledgeService.article

KnowledgeService.noArticleFound

KnowledgeService.articlesByCategory

KnowledgeService.noArticlesByCategoryFound

KnowledgeService.topViewedArticles

KnowledgeService.noTopViewedArticlesFound

KnowledgeService.feedbackSent

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