Engageware Connector

To connect Engageware to a knowledge base, you must either provide your credentials to NiCE Professional Services or enter them in Knowledge Hub yourself. This page describes how to configure the Engageware integration with Knowledge Hub. The connector syncs article content from Engageware into your knowledge base so agents can use it in NiCE CXone.

Prerequisites

Before you begin, make sure the following requirements are met:

• The Engageware instance is active and contains the content you want to sync.
• You have a valid API token from your Engageware instance.
• You have access to the Knowledge Hub application in NiCE CXone.

If you do not have the required Engageware permissions, contact your Engageware administrator.

Supported Content Types

The Engageware connector syncs the following content types:

• procedure: Step-by-step procedures.
• document: Standard documents.
• link: External link articles. Only text data is synced.
• step: Individual steps within procedures.
• answer: Answer-type articles.

Configure the Engageware Connector

Configure the connector in Knowledge Hub using the parameters you gathered.

1. In NiCE CXone, click the app selector and select General > AI Studio > Knowledge Hub.

2. Select Engageware from the Knowledge Source drop-down.
3. Enter your Engageware parameters in the corresponding fields.

4. In Sync Frequency, confirm the default value of Every Day. This field cannot be edited.
   

5. Click Save.

Content Sync Rules

Engageware content is synced according to the following rules:

Content condition	Result in Knowledge Hub
Content is published, where published = true.	The content is ingested and synced.
Content is not published, where published = false.	The content is not ingested and is treated as deleted.
Content has a sync_type of DeletedEntry, deleted, or trashed.	The content is not ingested. The record and its attachments are deleted from the knowledge base.
The record has no title, no body, and no timestamps.	The content is not ingested and is treated as deleted.
A link article has an empty body.	The content is not ingested and is skipped.
Any content type other than procedure or answer has no body.	The content is not ingested and is skipped.

Supported Metadata Fields

The connector extracts and maps 19 metadata fields from Engageware content. Knowledge Hub uses these fields to index, filter, and link the synced content.

Field name	Data type	Description
ArticleId	String	Unique identifier for the content item.
content_type	String	Type of content: procedure, document, link, step, or answer.
description	String	Description of the content.
created_at	DateTime	Timestamp of when the content was created.
updated_at	DateTime	Timestamp of when the content was last updated. Knowledge Hub uses this field for incremental syncs.
expiration_date	DateTime	Date when the content expires.
source	String	Source of the content.
se_meta_description	String	Search engine meta description.
uuid	String	UUID used for deep-linking steps.
category_ids	String, JSON list	List of category IDs the content belongs to.
sub_category_ids	String, JSON list	List of sub-category IDs.
keywords	String, JSON list	Search keywords associated with the content.
published	Boolean	Whether the content is published.
expired	Boolean	Whether the content has expired.
trashed	Boolean	Whether the content is trashed.
categories_name	String list	Resolved category names. Knowledge Hub resolves these from category_ids through the Engageware Category API.
data_source	String	Name of the data source. This value is set to Engageware.
PagePath	String	URL path to the content item in Engageware.
Body	String	String data containing the extracted text.

Troubleshooting

Use the following table to resolve common Engageware connector problems.

Problem	Possible cause	Solution
Authentication error	The API token is invalid.	Verify your API token with your Engageware administrator.
Connection failure	The base URL is incorrect.	Verify the base URL with your Engageware administrator.
No records returned	The product ID is incorrect.	Verify the product IDs in your configuration.

For questions about locating these credentials, contact your Engageware administrator. For issues with the NiCE configuration, contact your NiCE CXone Account Representative.