Knowledge Management article API for the Web Chatbot channel

To improve collaboration and knowledge sharing, and add value for users, you can integrate third-party Knowledge Management systems with Pega Intelligent Virtual Assistant (IVA) for Web Chatbot. To use a Knowledge Management system with your IVA, you first implement an activity that uses an API. The result is that, for example, when a user asks for a car insurance quote, the IVA for Web Chatbot starts a Car Insurance case and displays links to relevant Knowledge Management articles. If users need more information, they can click a help icon, and then open the full articles in a new window.

Note: Although Pega Platform includes an out-of-the-box Knowledge Management system in the Pega Knowledge application, which is part of the Customer Service range, the API described below describes integration with a third-party Knowledge Management system.

Get channel articles activity

The system uses the following activity and property for the Knowledge Management article API:

Code-Pega-List.pyGetChannelArticles: The activity that displays a list of related Knowledge Management articles for a started business case in a chat conversation. The activity's FlowClass parameter specifies the case type class for which the system displays the Knowledge Management articles in the chat conversation.
pyGetChannelArticles.pxResults: The property that specifies the Data-Channel-Article pages representing Knowledge Management articles. If you do not specify any articles in this property, then the system does not display any help icons in the chat conversation for the started business case.

Note: The Pega clipboard stores Knowledge Management articles in the parameterized D_pxGetChannelArticles data page, in the Requestor scope.

Knowledge Management article page

The system uses the following page and properties to represent a Knowledge Management article:

Data-Channel-Article: The page that specifies one Knowledge Management article to display to the user when they click the help icon. The article consists of a title, an abstract, and a link to an external web page with the full article. The article may also display a helpfulness rating mechanism below its content with which users can choose either yes or no.
Data-Channel-Article.pyTitle: The property that specifies the title of the Knowledge Management article.
Data-Channel-Article.pyAbstract: The property that specifies an abstract for the Knowledge Management article.
Data-Channel-Article.pyExternalURL: The property that specifies a URL link to an external web page with additional information about the subject matter of the Knowledge Management article. Users can click this link from within the Knowledge Management article to obtain more detailed information.
Data-Channel-Article.pyID: The property that integrates the Knowledge Management article with the rating API.
Data-Channel-Article.pyOnArticleRating: The property that specifies the rating mechanism with the yes and no buttons, so that a user can rate the helpfulness of the Knowledge Management article in a section displayed below the content of the article. The rating parameter for this property specifies 1 for a positive (yes) or -1 for a negative (no) user rating. Clicking the yes or no buttons on the displayed article invokes the rating mechanism.