KnowledgeOwl integrations

Connecting KnowledgeOwl with your Userlane Assistant is a simple way to enable your users to find relevant content without switching applications or opening more tabs. You can set up the integration in a few short steps. See Setup below to learn how.

How it works

Once the integration is set up and enabled, your users can seamlessly access KnowledgeOwl content through the Search feature in the Userlane Assistant. Different content types are identified by an icon to help them quickly identify the source; these include Guides, Announcements, and of course, KnowledgeOwl articles.

What can be searched

Alongside your Userlane content, search queries are applied to KnowledgeOwl page titles and content text, using partial or complete searches.

How results are scored

Search results are prioritized in the following order:

  • Frequency of search term in title

  • Frequency of search term in body content

  • Most recent updated date and time

All content types are treated equally when determining their priority in search results. 

Viewing results from KnowledgeOwl

Search results are listed in the Assistant in the priority order described above. Your users can identify articles by the document icon. If their results include more than one content type, they can select content filters to refine their results to specific types (Guides, Announcements, and documents). A maximum of 50 results is displayed. 

To view content in an expanded preview window, users simply select a document result. 

With the document view displayed, they can continue to use your application as normal, return to the search results view, or perform another search. If they want to keep the preview active while using the application, they can click the minimize icon in the top right of the preview window to pin it to their screen. Expand it again to continue from where they left.


TIP: If the content is too long for easy scrolling, users can open the original document in a new browser tab by selecting the original document link under the page title. This action might require a KnowledgeOwl login, for example, if the page does not have anonymous access permissions. 

Setup

Prerequisites

  • API access to KnowledgeOwl; 

  • Userlane Admin or Moderator role permissions

  • Access to the Integration feature page; if you don't see the Integrations page under My Account > Integrations, contact your Userlane Customer Success Manager to enable access to enable your access before completing the setup steps below

Permissions

It’s important to note that KnowledgeOwl permissions for the integration are inherited from the KnowledgeOwl project for which the API token is generated. If you want to ensure that the correct permissions apply, create a KnowledgeOwl project specifically for the integration and set up the required permissions and restrictions before generating the API token.

Generate an API token

Generate the API token by following KnowledgeOwl's step-by-step guide.

Enable the connection for your knowledge base

  1. Sign in to your Userlane Portal and go to My Account > Integrations.

  2. Select KnowledgeOwl under Available Connections.

  3. Enter the following details:

    • Name (optional): You can change the default name assigned to the connection to help you identify it if you use more than one

    • The URL of your KnowledgeOwl knowledge base, e.g. helpcenter.mycompany.com

    • Your KnowledgeOwl API key

    • Your KnowledgeOwl project ID; you can locate the product ID in your KnowledgeOwl knowledge base URL, e.g. https://app.knowledgeowl.com/kb/articles/id/606c0c03ec161cb96ed0969a.
      Connection setup modal for KnowledgeOwl with valid information entered in all required fields.

  4. Select Save and Connect. Once the connection is created successfully, it appears under Connected Applications on the Integrations page. You can later edit or remove a connection for maintenance purposes, or if it is no longer required.
    Note: If the connection cannot be established, an error message displays with details of the issue, e.g. URL could not be found, or an API token that did not work.

Activate the integration for your applications

Before enabling this feature, remember to customize or translate the default texts that are provided for search filters and document preview. You can do this from the Portal by going to Customize > Texts, then select Search under Assistant.

 To connect Search with KnowledgeOwl:

  1. Sign in to your Userlane Portal and go to Customize > Search.

  2. Under Activate Search, ensure that the Display Search In The Assistant toggle is enabled.

  3. Under Activate Knowledge Base Search, enable the toggle for KnowledgeOwl. If you have multiple applications, repeat these steps for each application for which you want to enable the integration.

Test the integration

Test your connection before announcing the integration to your users. 

  1. Open an application that has Search and a KnowledgeOwl connection enabled.

  2. Launch the Assistant then click the Search icon.

  3. Enter a search query that should have matching results from your KnowledgeOwl instance.

See also