Setting Up the Knowledge Base

In your Live Chat dashboard, go to Settings > Knowledge Base and toggle it on. Once enabled, a new Knowledge Base section appears in your dashboard navigation.

• The knowledge base is private by default — only visible when enabled in the widget
• You can also generate a standalone public knowledge base URL to share directly
• Choose a name for your knowledge base (e.g., "Help Center" or "Support Docs")

Navigate to Knowledge Base > Articles and click New Article. Write clear, helpful content using the rich text editor.

• Use descriptive titles that match how visitors phrase their questions (e.g., "How do I reset my password?")
• Break long articles into sections with H2/H3 headings for easy scanning
• Add screenshots or images to illustrate steps visually
• Set the article status to Draft while writing or Published when ready

Group articles into logical categories so visitors can browse by topic. Go to Knowledge Base > Categories to create your category structure.

• Start with broad categories (e.g., "Getting Started", "Account & Billing", "Technical Issues")
• Assign each article to a category when creating or editing it
• Pin your most important articles to the top of each category
• Reorder categories by dragging to control how they appear in the widget

Display your knowledge base articles directly inside the chat widget so visitors can search for answers before starting a conversation. Go to Settings > Widget > Knowledge Base to enable this.

• The widget shows a search bar and featured articles on the home tab
• Visitors can search and read articles without leaving your website
• If they can't find an answer, the "Start Chat" button is always visible
• Enabling knowledge base search has been shown to deflect 20–40% of chat requests

At the bottom of each article, visitors can rate whether the content was helpful. Monitor these ratings in Knowledge Base > Analytics to identify articles that need improvement.

• See view counts, helpful ratings, and unhelpful ratings for each article
• Articles with high "unhelpful" rates likely need to be rewritten or expanded
• Track which search terms return no results — these are gaps in your knowledge base
• Review and update articles at least quarterly to keep content accurate