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(Last Updated On: April 22, 2020)

SnapEngage provides an option to use Google Custom Search engine as a knowledge base source.

Google Custom Search can be used to turn any website (or sub-area of a web site) into a powerful knowledge base. This can be used to power SnapEngage agent knowledge base or to power an Answer Bot to serve your visitors directly.  To use this option, you will need to create your own Google Custom Search account (see below), and point that account at the website you will use as a knowledge base. Google Custom Search will then perform the information lookups and pass this information back to your agents or your Answer Bot.

You will be responsible for managing your own Google Custom Search account.

Prerequisites

SnapEngage uses the ‘Custom Search JSON/Atom API’ provided by Google. Some prerequisites are required before using custom search with SnapEngage.

  • Search engine ID. Search is done with Google Custom Search Engine. Therefore, you need to create one in the Control Panel.
  • API key. Custom Search API requires the use of an API key. You can get a key by clicking on ‘Get a Key’ button on prerequisites page.

Pricing

Please note that Google Custom Search may require a paid option. Please check the pricing before using it. Low volume (100 searches per day) is free.

Knowledge base setup

You should have a Custom Search engine ID and an API key before SnapEngage knowledge base setup.

  1. Navigate to ‘Knowlege Bases’ on ‘Integration’ tab in admin dashboard.
  2. Select ‘Google Custom Search’.
  3. Provide Search engine ID and custom search API key. You can find the engine’s ID in the Setup > Basics > Details section of the Control Panel.
  4. Save configuration.

Useful resources

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Published February 5, 2018