Get Routes by Article ID

Every article and category already has a canonical help center address built from its slug and hash, such as /categories/shipping-rJ5Dz7bLL. A route adds another path for the same content. Routes are most useful after a migration: create one for each URL from your old help center, and existing bookmarks and search results still land on the right page. When the help center gets a path it doesn't recognize, it looks the path up and sends a 301 redirect to the canonical address. Routes belong to the org rather than to a single knowledge base. Deleting a route only removes the alias, not the content.

Fields

How a URL is matched

Kustomer normalizes the URL, then looks for a route with that exact url and no pattern. If there isn't one, it removes the query string and collects up to 100 routes for that base path, sorted by position.

• If the only route for the path has no pattern, it matches whatever the query string is.
• Otherwise, Kustomer tries each route's pattern in order against the path and query string, ignoring case. The first one that matches wins.

For example, an old help center that used /article.php?id=12 and /article.php?id=34 needs two routes with url /article.php, with patterns id=12$ and id=34$. Each combination of url and pattern must be unique, so a path can have only one route without a pattern. Kustomer rejects a duplicate.

Which endpoint to use

Creating a route fails with 404 if routableId doesn't match an existing article or category of routableType. Reads need a knowledge base read role, and writes need org.admin.kb.write or the matching permission.