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Knowledge Base

What it does​

The Knowledge Base stores public and internal help content using folders, articles, article ratings, custom domains, and search indexing. It lets you publish self-service help, power AI-assisted replies, and keep operators aligned on product answers.

When to use it​

Use the Knowledge Base to:

  • Publish self-service help for customers
  • Power AI-assisted replies
  • Keep operators aligned on product answers

How it works​

A workspace can have knowledge bases organized into folders and articles. Articles can be draft, published, or archived. Published content can appear inside the widget or on a connected help domain.

  • Article ratings collect feedback from visitors.
  • Indexing prepares content for search and for AI-assisted workflow steps.

Public help domains​

The workspace stores a help domain and its verification status. The domain should point to the configured public help host with DNS. Once verified, published articles can be served from that domain (for example, help.company.com).

Where to configure it​

Configure knowledge content in Knowledge in the operator app.

  • Widget Help tab
  • Workflows
  • Article Ratings
  • Public Help Domains
  • Comments