There are two ways to work with knowledge in the public API. The recommended self-serve path is source-backed: ingest sources, generate drafts or live knowledge, review if needed, then organize and assign that knowledge. The advanced/manual path is to write and manage articles directly through Manage knowledge.
Reference pages
Initialize knowledge folders
POST /v2/knowledge/public/tree/initialize — generate a downloadable tree template for first-time structure setup.Persist knowledge folders
POST /v2/knowledge/public/tree/persist — import a tree file into the workspace knowledge graph.Generate knowledge
POST /v2/knowledge/public — queue one knowledge-generation job from candidate text.Bulk generate knowledge
POST /v2/knowledge/public/bulk — queue generate-and-save jobs for multiple source IDs.Check knowledge jobs
POST /v2/knowledge/public/jobs/status — poll one or more background jobs by ID.Manage knowledge
Read, create, update, draft, publish, and delete live articles.
Organize knowledge
Read the knowledge tree, manage folders, move articles between folders, and assign them to agents.
Recommended paths
Source-backed self-serve path
1
Ingest sources
Start from Sources and ingest the raw content you want to turn into knowledge.
2
Optionally initialize the first tree
If this is the first knowledge setup in the workspace, use Initialize knowledge folders and Persist knowledge folders to scaffold the initial folder structure.
3
Generate knowledge
Use Bulk generate knowledge for source-backed generation, or Generate knowledge when you already have candidate text.
4
Poll jobs and review when needed
Use Check knowledge jobs, then review or publish drafts before expecting live agent answers to change.
5
Organize and assign
Use Organize knowledge to shape the tree and attach the relevant folders to agents.
Direct manual path
Use Manage knowledge when you already know the live articles you want to create or update, and use Organize knowledge when you need to change the tree or agent visibility around them.Endpoint map
Knowledge generation
Manage knowledge
Organize knowledge
The article read surface is now unified under
GET /v2/hc-articles/public. There is no workspace-API-key GET /v2/hc-articles/:id/public route in the current controller. If you need a direct lookup by ID, use POST /v2/hc-articles/ids/public with one or more articleIds.