Expose a public JavaScript API to trigger widget search programmatically from the host page
under review
N
Nutritious Wildcat
The widget should expose a supported, documented JavaScript method accessible from the host page that allows external code to trigger a search with a dynamic string at runtime. For example: window.document360('search', 'query term'). Currently all command variants passed via the widget's global function are accepted silently but have no effect on the widget panel, and there is no documented public API surface for this.
Use case: A media and services enterprise embedding the widget inside a service desk platform needs to pass the active case title to the widget via JavaScript on page load — so agents see relevant KB results automatically when opening a ticket. A clean, documented JS API would allow this without relying on any undocumented internals.
How this helps users: Gives developers a supported, stable integration point for passing dynamic context into the widget from the host application. Particularly valuable for service desk, CRM, and enterprise platform integrations where the host app has context the widget should act on automatically.
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D
D360 Product Management
updated the status to
under review
K
Kavya
Hi Nutritious Wildcat,
Thank you for sharing this request.
We understand the need for a documented JavaScript API that allows external applications to programmatically trigger searches within the KB Widget using dynamic context from the host application.
The proposed use case of passing a case title, ticket subject, or other contextual information from service desk, CRM, and enterprise platforms into the widget would help surface relevant knowledge base content automatically and improve agent productivity.
This request is currently under review. We are evaluating the feasibility of exposing a supported and documented integration mechanism for interacting with the widget from the host page, including search-related actions.
We'll share updates once we have more clarity from our assessment.