Publish a help center with the Chatsy knowledge base

The Knowledge base module gives you a public help center: articles in categories, a home page with search, and article pages your customers can open without signing in. You write the articles in Chatsy, publish them, and can then import the same articles into an agent so the chat widget answers from them. The module is included on Hobby and above, with 1 knowledge base on Hobby, 2 on Standard, 5 on Pro and 10 on Enterprise.

This is different from an agent's knowledge sources. Sources are what an agent reads; the help center is a site your customers read. You can use one without the other.

Step 1: Create a knowledge base

Open Knowledge base in the sidebar and create one. Give it a name and description; they appear in the help center header and in search results.

Step 2: Write articles

Each article has a title, a summary, a category and a URL slug. The editor accepts Markdown and supports images (JPEG, PNG, GIF or WebP, up to 10 MB each) and video embeds.

Every article has one of three statuses:

Choose Publish article to make it live, or Save draft to keep working. Drafts and archived articles are never shown, even on a public help center.

Categories can be nested, so you can group articles as "Billing → Refunds" rather than one long list.

Step 3: Make it public

In the knowledge base's Settings, the Visibility section has a Public help center switch. Turn it on when you are ready for customers to see it.

Public addresses follow this pattern:

• Home: /kb/{id}
• An article: /kb/{id}/{article} or /kb/{id}/{category}/{article}

Step 4: Connect a custom domain (optional)

To serve the help center at an address like help.yourcompany.com, add the domain in the knowledge base's settings. Chatsy shows the DNS record to create:

Add the record at your DNS provider, then return to Chatsy to verify it. DNS changes can take time to spread. Search engines index your help center on a custom domain, so connect one if you want the articles to appear in search results.

Step 5: Brand it

Settings also cover the help center's look and its search listing: primary color, logo, favicon, and the title and description used for search results and shared links. You can add redirects when you rename or move an article, so old links keep working.

Search and feedback

• Article search puts a search box on every page. It matches titles, summaries and article text, so it finds keywords, not paraphrased questions.
• "Was this article helpful?" appears at the end of each article. A "No" offers search, and your agent if one is trained on these articles.

Let your agent answer from the help center

Open an agent's Knowledge page and choose Import help articles. You can import one article, a category or the whole knowledge base. Once a public agent has finished importing the published articles, the help center shows it as Ask our assistant, so readers can ask a question in chat when an article does not cover it.

After you change an article, ask the agent about it in the Playground. If it still answers from the old text, re-read or re-import that article on the agent's Knowledge page.

Related

• Knowledge base software: what the module includes and where it stops
• Add knowledge sources
• How to create a knowledge base