Important Note: This feature is available in Preview for select customers.
This guide will walk you through integrating Talkdesk Knowledge Management with virtually any platform by using our Knowledge Management API. In the article you will find essential steps for this process, including generating credentials, creating a connector, and managing content.
Generating Credentials
Before accessing the API, you need to generate credentials through the user interface by using Talkdesk Builder:
In Talkdesk Builder, navigate to OAuth Clients [1] and select New OAuth Client [2].
Assign a client name [3], and choose “Client credentials” [4] and “Refresh token” [5]. Ensure you add the scopes km-external-sources:read and km-external-sources:write [6].
Click Download [7] to obtain the OAuth file. This JSON file contains all the client details needed for authentication.
Creating the Connector
With your credentials ready, you can now create a connector to interact with the API. You have two options: via the user interface (UI) or directly through the API.
Using the UI
Follow the standard procedures to create a new connector in Knowledge Management and select Custom API.
In API
- To create an external connector using the API, please refer to our detailed Create External Source documentation for step-by-step instructions.
- To manage and update an existing external connector, consult the Update External Source guide.
- To retrieve information about your existing external connector, read the Get External Source documentation.
- If you need to search through your external connector, check the Search External Sources documentation.
- To remove an external connector, please see our Delete External Source instructions.
Managing Content
Once your connector is set up and credentials are generated, you can manage your content by sending, editing, and deleting documents. These actions are available only via the API.
Creating/Updating Content
Use the same procedure for creating or updating content. If a document ID already exists, the content will be updated; otherwise, it will be created. Document IDs should be managed on the client side, where each document corresponds to one ID. Follow the procedures as demonstrated in our Upsert Document API documentation.
Deleting Content
To delete a document you will need the document ID. Follow the procedures demonstrated in our Delete Document API documentation, for a detailed approach.