# Latest **URL:** https://community.egain.com/latest.md [Latest](https://community.egain.com/latest.md) · [Categories](https://community.egain.com/categories.md) · [Tags](https://community.egain.com/tags.md) --- ## [Welcome to eGain Community](https://community.egain.com/t/welcome-to-egain-community/7)
**Author:** [@system](https://community.egain.com/u/system)\ **Replies:** 0\ **Last updated:** [May 5, 2021, 5:39pm UTC](https://community.egain.com/t/welcome-to-egain-community/7 "2021-05-05T17:39:13Z")
We are so happy to be rolling this out! This is a shared space for eGain product experts, partners, customers, and developers to troubleshoot issues with eGain apps, innovate, and share ideas. Over time, the community s… --- ## [How to report on total articles published?](https://community.egain.com/t/how-to-report-on-total-articles-published/2002)
**Author:** [@Meg](https://community.egain.com/u/Meg)\ **Replies:** 3\ **Last updated:** [September 18, 2026, 8:31pm UTC](https://community.egain.com/t/how-to-report-on-total-articles-published/2002 "2026-09-18T20:31:50Z")
Is there a report in the Analytics Console that shows how many total articles are published? I’m looking to see it month over month but would settle on just the current total. --- ## [Email Service](https://community.egain.com/t/email-service/337)
**Author:** [@Avante](https://community.egain.com/u/Avante)\ **Replies:** 2\ **Last updated:** [August 14, 2026, 12:05pm UTC](https://community.egain.com/t/email-service/337 "2026-08-14T12:05:20Z")
Hello eGain, Please will like to know if there is a possibility of someone able to copy and past emails in eGain just like it’s done on outlook? --- ## [Any recommendations for a workaround to make a Topic Home page appear in search results?](https://community.egain.com/t/any-recommendations-for-a-workaround-to-make-a-topic-home-page-appear-in-search-results/2041)
**Author:** [@Meg](https://community.egain.com/u/Meg)\ **Replies:** 1\ **Last updated:** [July 10, 2026, 10:48pm UTC](https://community.egain.com/t/any-recommendations-for-a-workaround-to-make-a-topic-home-page-appear-in-search-results/2041 "2026-07-10T22:48:28Z")
We are using Topic Home pages as an overview page in some instances. I would love to be able to have some of these appear in search results. Since the option to “include in search results” is greyed out, curious if anyon… --- ## [Editing Built-In Article Types](https://community.egain.com/t/editing-built-in-article-types/1126)
**Author:** [@MHarris](https://community.egain.com/u/MHarris)\ **Replies:** 4\ **Last updated:** [July 7, 2026, 4:06pm UTC](https://community.egain.com/t/editing-built-in-article-types/1126 "2026-07-07T16:06:44Z")
Is there any way to edit built-in article types such as the ‘Topic Home’ article type? Eg. To change the settings for ‘Include in search on portals’ or ‘Include in browse on portals’? Or would editing these settings requ… --- ## [Using Topic folders to retire large volumes of outdated content](https://community.egain.com/t/using-topic-folders-to-retire-large-volumes-of-outdated-content/2040)
**Author:** [@bibik360](https://community.egain.com/u/bibik360)\ **Replies:** 1\ **Last updated:** [June 30, 2026, 10:13pm UTC](https://community.egain.com/t/using-topic-folders-to-retire-large-volumes-of-outdated-content/2040 "2026-06-30T22:13:56Z")
We have topic folders containing communications from specific years (for example 2022, 2023, etc.) Rather than updating each individual article to add an expiration date or remove topics/personalization attributes, can t… --- ## [Is there a maximum to the number of related articles to an article](https://community.egain.com/t/is-there-a-maximum-to-the-number-of-related-articles-to-an-article/2039)
**Author:** [@marco.klomp](https://community.egain.com/u/marco.klomp)\ **Replies:** 1\ **Last updated:** [June 30, 2026, 10:08pm UTC](https://community.egain.com/t/is-there-a-maximum-to-the-number-of-related-articles-to-an-article/2039 "2026-06-30T22:08:15Z")
When a knowledge author wants to add related articles to a particular article, is there a maximum number of articles that he/she can add? --- ## [Concurrent User Reports](https://community.egain.com/t/concurrent-user-reports/2011)
**Author:** [@SScyner](https://community.egain.com/u/SScyner)\ **Replies:** 3\ **Last updated:** [June 2, 2026, 9:39pm UTC](https://community.egain.com/t/concurrent-user-reports/2011 "2026-06-02T21:39:26Z")
Is is possible to get a concurrent user report so we can determine when we are getting close to exceeding our licenses? --- ## [Advanced Search/Authoring Console - Adding Searchable Attributes from Properties Pane](https://community.egain.com/t/advanced-search-authoring-console-adding-searchable-attributes-from-properties-pane/2027)
**Author:** [@bibik360](https://community.egain.com/u/bibik360)\ **Replies:** 2\ **Last updated:** [May 20, 2026, 4:39pm UTC](https://community.egain.com/t/advanced-search-authoring-console-adding-searchable-attributes-from-properties-pane/2027 "2026-05-20T16:39:35Z")
When using Advanced Search from the authoring console, the list of available attributes is limited (possibly system default). I am trying to determine whether it’s possible to add additional article attributes, such as “… --- ## [Survey Link in Email](https://community.egain.com/t/survey-link-in-email/1518)
**Author:** [@ddamola](https://community.egain.com/u/ddamola)\ **Replies:** 9\ **Last updated:** [April 2, 2026, 5:30am UTC](https://community.egain.com/t/survey-link-in-email/1518 "2026-04-02T05:30:58Z")
Hello all, I’m currently working with a client who requires a tailored solution in eGain 21. They need to embed unique survey links, assigned through a third-party application, into each email agent’s signature. This wi… --- ## [Assignment task](https://community.egain.com/t/assignment-task/2018)
**Author:** [@rheidecker](https://community.egain.com/u/rheidecker)\ **Replies:** 1\ **Last updated:** [February 25, 2026, 5:19pm UTC](https://community.egain.com/t/assignment-task/2018 "2026-02-25T17:19:08Z")
Hi, I just got to the university part regarding assignment. I’d have 2 questions: Is it possible to re-submit an attachment (I accidentially attached the wrong screenshot for the first task, Article 1 instead of the… --- ## [Question about accordions in a theme](https://community.egain.com/t/question-about-accordions-in-a-theme/2017)
**Author:** [@marco.klomp](https://community.egain.com/u/marco.klomp)\ **Replies:** 1\ **Last updated:** [February 6, 2026, 7:26pm UTC](https://community.egain.com/t/question-about-accordions-in-a-theme/2017 "2026-02-06T19:26:24Z")
When using Accordions in a theme that creates collapsible elements, triggererd on a -tag, is there a way to close an accordion-element as well in an article? Here’s the use case: If I create a text like this: \Hell… --- ## [Storage - Exceeding limits - Backup options](https://community.egain.com/t/storage-exceeding-limits-backup-options/2013)
**Author:** [@coliver](https://community.egain.com/u/coliver)\ **Replies:** 1\ **Last updated:** [January 28, 2026, 5:46pm UTC](https://community.egain.com/t/storage-exceeding-limits-backup-options/2013 "2026-01-28T17:46:21Z")
We’ve been live for a few months for a select group of users and have already hit our cap on storage. Curious if others have experienced similar situations and more importantly what your backup/purge procedures are. Than… --- ## [Apply custom theme to portal](https://community.egain.com/t/apply-custom-theme-to-portal/2009)
**Author:** [@marco.klomp](https://community.egain.com/u/marco.klomp)\ **Replies:** 4\ **Last updated:** [December 14, 2025, 9:36pm UTC](https://community.egain.com/t/apply-custom-theme-to-portal/2009 "2025-12-14T21:36:46Z")
I’ve just created a custom template with the theme editor. I am trying to view my portal with the name of this theme in the long url, but I get the message that the team can not be found. How do I apply a custom created … --- ## [How to export a case base for approval for eGain University training?](https://community.egain.com/t/how-to-export-a-case-base-for-approval-for-egain-university-training/2003)
**Author:** [@marco.klomp](https://community.egain.com/u/marco.klomp)\ **Replies:** 4\ **Last updated:** [November 21, 2025, 7:38am UTC](https://community.egain.com/t/how-to-export-a-case-base-for-approval-for-egain-university-training/2003 "2025-11-21T07:38:18Z")
Hi there! I am working on my certification for the Case Based Reasoning part of the training on eGain University. I had to create 2 case bases and am asked to submit an export of them. How do I export these and in what f… --- ## [How to generate a list of bookmark articles per user](https://community.egain.com/t/how-to-generate-a-list-of-bookmark-articles-per-user/2005)
**Author:** [@bibik360](https://community.egain.com/u/bibik360)\ **Replies:** 1\ **Last updated:** [November 19, 2025, 2:53pm UTC](https://community.egain.com/t/how-to-generate-a-list-of-bookmark-articles-per-user/2005 "2025-11-19T14:53:13Z")
How to generate a list of bookmarked articles per user --- ## [AssistGPT summary answers](https://community.egain.com/t/assistgpt-summary-answers/1996)
**Author:** [@maheshd](https://community.egain.com/u/maheshd)\ **Replies:** 3\ **Last updated:** [October 1, 2025, 11:31am UTC](https://community.egain.com/t/assistgpt-summary-answers/1996 "2025-10-01T11:31:22Z")
Is the AssistGPT summary answers are supported only in English not in others e.g. dutch, french etc? --- ## [How long does approval usually take for the Knowledge Author final project?](https://community.egain.com/t/how-long-does-approval-usually-take-for-the-knowledge-author-final-project/1997)
**Author:** [@Rearthman](https://community.egain.com/u/Rearthman)\ **Replies:** 1\ **Last updated:** [October 1, 2025, 11:23am UTC](https://community.egain.com/t/how-long-does-approval-usually-take-for-the-knowledge-author-final-project/1997 "2025-10-01T11:23:44Z")
I submitted my final project two weeks ago for the Knowledge Author Certification course in eGain University. Does anyone know how long approval usually takes? I’m eager to get started on the next course! --- ## [Federated Search](https://community.egain.com/t/federated-search/1252)
**Author:** [@ddamola](https://community.egain.com/u/ddamola)\ **Replies:** 1\ **Last updated:** [July 25, 2023, 8:16pm UTC](https://community.egain.com/t/federated-search/1252 "2023-07-25T20:16:45Z")
Hello, Can you please describe how we can create a federated search on eGain 21. When an agent searches the knowledge base or clicks the solve button, we will like search results from an external website to be included … --- ## [Round Robin and maximum load](https://community.egain.com/t/round-robin-and-maximum-load/1988)
**Author:** [@Vicky](https://community.egain.com/u/Vicky)\ **Replies:** 3\ **Last updated:** [August 20, 2025, 5:41pm UTC](https://community.egain.com/t/round-robin-and-maximum-load/1988 "2025-08-20T17:41:13Z")
Hello eGain Community, Is there a way to configure max load when we have a Round robin feature on a queue? If we have a Custom rule built into the Workflow will that affect the max load for the round robin option? --- ## [How to set up screen names in the advisor Desktop for email replies?](https://community.egain.com/t/how-to-set-up-screen-names-in-the-advisor-desktop-for-email-replies/1992)
**Author:** [@Vicky](https://community.egain.com/u/Vicky)\ **Replies:** 1\ **Last updated:** [August 20, 2025, 3:41pm UTC](https://community.egain.com/t/how-to-set-up-screen-names-in-the-advisor-desktop-for-email-replies/1992 "2025-08-20T15:41:22Z")
When adding users in the Admin Console and giving each User a Screen User name, it happens that in the Advisor Desktop we can not see that screen name, just the one the name and last name it is link to the SSO. Does eGai… --- ## [Create Notifications](https://community.egain.com/t/create-notifications/1977)
**Author:** [@Vicky](https://community.egain.com/u/Vicky)\ **Replies:** 1\ **Last updated:** [July 30, 2025, 8:55pm UTC](https://community.egain.com/t/create-notifications/1977 "2025-07-30T20:55:35Z")
Hi Team!! Hope you all are doing well. Is there a way to create notifications when a user receives an activity with same subject and “from same email adress” that an activity that is already assigned to some another us… --- ## [Accessing Portal A from Portal B](https://community.egain.com/t/accessing-portal-a-from-portal-b/1980)
**Author:** [@sabyasachi\_parida](https://community.egain.com/u/sabyasachi_parida)\ **Replies:** 1\ **Last updated:** [July 30, 2025, 7:06pm UTC](https://community.egain.com/t/accessing-portal-a-from-portal-b/1980 "2025-07-30T19:06:15Z")
How can i access articles in Portal A from Portal B? --- ## [How to give Related cases permissions to a user?](https://community.egain.com/t/how-to-give-related-cases-permissions-to-a-user/1947)
**Author:** [@Vicky](https://community.egain.com/u/Vicky)\ **Replies:** 1\ **Last updated:** [July 21, 2025, 5:56pm UTC](https://community.egain.com/t/how-to-give-related-cases-permissions-to-a-user/1947 "2025-07-21T17:56:31Z")
Hello eGain Team, We are trying to give permission to relate cases to two customers and we can not succeed in doing so. We know there are pull, transfer, delete, view, and own permissions in the Administration Console.… --- ## [How Are You Integrating It with eGain for Better KM?](https://community.egain.com/t/how-are-you-integrating-it-with-egain-for-better-km/1972)
**Author:** [@cisoti6078](https://community.egain.com/u/cisoti6078)\ **Replies:** 1\ **Last updated:** [July 18, 2025, 9:51pm UTC](https://community.egain.com/t/how-are-you-integrating-it-with-egain-for-better-km/1972 "2025-07-18T21:51:51Z")
Hi everyone, I recently completed Confluence training and have been exploring how it can be used more effectively for internal documentation and knowledge sharing. Since we also use eGain for customer service and knowle… --- ## [Email Activities response](https://community.egain.com/t/email-activities-response/339)
**Author:** [@Avante](https://community.egain.com/u/Avante)\ **Replies:** 3\ **Last updated:** [July 18, 2025, 9:06pm UTC](https://community.egain.com/t/email-activities-response/339 "2025-07-18T21:06:06Z")
Hello eGain Support Team, On eGain is it possible for a customer’s email be automatically routed to an agent who earlier worked on the activity Case ID? --- ## [Out Of Office](https://community.egain.com/t/out-of-office/1954)
**Author:** [@Vicky](https://community.egain.com/u/Vicky)\ **Replies:** 2\ **Last updated:** [July 15, 2025, 12:13pm UTC](https://community.egain.com/t/out-of-office/1954 "2025-07-15T12:13:20Z")
Hello Team, Do you know how to insert an Out Of Office Notification to an Email Workflow? Thank you so much in advance --- ## [How to Connect eGain Chat With Microsoft Power Automate for Post-Chat Workflows?](https://community.egain.com/t/how-to-connect-egain-chat-with-microsoft-power-automate-for-post-chat-workflows/1971)
**Author:** [@benof](https://community.egain.com/u/benof)\ **Replies:** 1\ **Last updated:** [July 14, 2025, 8:51pm UTC](https://community.egain.com/t/how-to-connect-egain-chat-with-microsoft-power-automate-for-post-chat-workflows/1971 "2025-07-14T20:51:24Z")
Hello I am exploring ways to streamline my customer support workflows using eGain’s chat system. :innocent:Specifically; I want to trigger follow-up actions after a chat ends like logging the transcript, sending a feedb… --- ## [Anyone Here Using Generative AI for Customer Support Tasks?](https://community.egain.com/t/anyone-here-using-generative-ai-for-customer-support-tasks/1967)
**Author:** [@Sofiaya](https://community.egain.com/u/Sofiaya)\ **Replies:** 0\ **Last updated:** [July 9, 2025, 7:39am UTC](https://community.egain.com/t/anyone-here-using-generative-ai-for-customer-support-tasks/1967 "2025-07-09T07:39:26Z")
Hey folks, I have been digging into how Generative AI is being put to use in the customer support space & I want to know about what others are doing with it. Beyond just chatbots, are you using it for anything such as c… --- ## [How to add date creation articles to the KB in real life?](https://community.egain.com/t/how-to-add-date-creation-articles-to-the-kb-in-real-life/1961)
**Author:** [@Vicky](https://community.egain.com/u/Vicky)\ **Replies:** 0\ **Last updated:** [July 2, 2025, 5:05pm UTC](https://community.egain.com/t/how-to-add-date-creation-articles-to-the-kb-in-real-life/1961 "2025-07-02T17:05:23Z")
Hi Team! Hope you are doing well! Can you help me to add publishing or creation date to the eGain KB in real life for front-line agents? I know there is a Property Panel where we can see who created it and when but as … [Next page](https://community.egain.com/latest.md?page=1)