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Integrate a "Suggest Article" feature (MT4)

Integrate a user-friendly GeniusLink Publish experience into your existing CRM/CEM. With GeniusLink Publish, agents can capture new customer success information as a by-product of support. Users can quickly suggest or draft articles, which are then routed to a queue (in your CRM) or published to a private area for review.

Integrating a suggested articles workflow allows you to:

  • Create a cycle of self-improvement. Customer information that solved a case is shared with the organization, which improves later support.
  • Drive collaboration. Agents feel empowered to use their experience to contribute to customer success.
  • Guarantee fast contributions. Agents can suggest content with the push of a button, without training.



Integrate Search into your CRM

Step 1: Download the sample code

Download the sample file to your computer.

Step 2: Set configuration variables

The sample code is configured to use the MindTouch Success Center at In the top of the file, modify the following settings:

var MindTouch = {};
MindTouch.SITE_URL = "";
MindTouch.PAGE_TITLE = "Default Title";
MindTouch.PAGE_PATH = "/Draft/";
  • SITE_URL - the MindTouch site to connect to (connect to the HTTPS version of the site, since most CRM/CEM systems are HTTPS themselves)
  • PAGE_TITLE - the default title that an article should have when opened (if none is provided in the input box). This is often populated with the ticket subject, if available.
  • PAGE_PATH - the location on the MindTouch site the article should be published to.

Log into your MindTouch site with a Pro Member who has edit permissions for the PAGE_PATH above. Open the file locally, type a sample page, and click Suggest Article. A new MindTouch page should open with the desired path and title.

Step 3: Integrate the code with your CRM/CEM software

The last step is to integrate the code into your CRM. Using the HTML widget functionality, copy the widget HTML code into the appropriate location. A few caveats:

  • Single SIgn On (SSO): The search widget uses the API and no SSO is performed. If the user has an existing session with MindTouch, it will be re-used by these API requests (more on setting up SSO with MindTouch).
  • jQuery: The widget code uses a version of jQuery hosted by Google, and is stored as $j in noConflict mode. If the CRM/CEM has an existing jQuery library, this can be used instead.
        <!-- PREREQUISITE: jQuery -->
        <script src=""></script>
  • Custom Behavior: The code was written to be modular. The callback function for submitting the form just opens a new window. You can modify this to POST to the pages/contents API. Note: browsers block cross-domain POST requests, so a native REST API interface in the CRM should be used to execute the request.
        var title = j$('#mt-title-input').val() || MindTouch.PAGE_TITLE;
        // simple integration: open new page at desired location, ready to edit (if a licensed pro member). + MindTouch.PAGE_PATH + title);
        /* Advanced publishing: do a POST against the pages/contents API */ 
  • Template-Driven Publishing: To publish content to MindTouch based on a template, do a GET on the pages/contents API to get the HTML for the template page. On the client, replace the desired sections with information from the ticket. (For example, you may have special strings like {Ticket.Subject} that will be replaced in the HTML.) Then, do a POST to the pages/contents API as described above.
  • Custom Styling: The CSS at the bottom of the widget can be modified to restyle the widget.

After you perform the above steps, you will have a GeniusLink Publish button similar to the following running inside your existing application.:


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