Help Center | tawk.to | Creating a new Knowledge Base article

Creating a new Knowledge Base article

The instructions below are for desktops and laptops only.

Publishing articles in your tawk.to Knowledge Base makes it easy for both your agents and customers to find answers quickly.

You can also display helpful articles in your chat widget, making it even easier for customers to get support.

With AI Assist, you can use AI Commands to help write and edit Knowledge Base articles. Your published articles can also serve as a data source for AI-powered replies, helping your AI agent deliver more accurate and relevant answers in conversations.

In this guide, we’ll cover:

Creating a new Knowledge Base article
Document settings in the left panel of the article editor
Writing and formatting your article using content blocks
Writing Knowledge Base articles with AI Assist
Publishing your article or saving it as a draft
Adding Knowledge Base articles to your chat widget
Using Knowledge Base articles as AI Assist’s data source

Creating a new article

1. Log in to your tawk.to account.

2. Select the correct property.

3. Click Knowledge Base on the top menu.

4. You’ll be taken to the Knowledge Base dashboard, where you can manage articles, categories, and settings.

5. In the left panel, click + Create, then select Article from the dropdown.

This opens the article editor in split view:

- Use the left panel to manage document and content block settings.

- Use the right panel to add and format your article content using blocks (text, images, videos, etc.).

Document settings (left panel)

The left panel controls how your article appears to readers, search engines, and your internal team.

Slug (URL)

The slug is the last part of the article’s URL.

For example:

http://kb123.tawk.help/creating-a-new-article

You can edit the slug if you want a custom URL. If you leave it blank, the slug will be created automatically based on your article title.

Status

Choose your article’s status:

Draft – A work in progress. Only your team can see it.
Published – The article is live and visible to everyone.
Archived – Store older or outdated articles without deleting them.

Visibility

Control who can access the article:

Public – The article will be visible to everyone and indexed by search engines.
Private – Only visible to your logged-in team members. This is useful for internal guides or notes.

Category

Organize your article by selecting one or more relevant categories. Click the gear icon to open the category editor.

You can:

Search for existing categories
Click + Add Category to create a new one
Check the box to assign a category

Click the pin icon to set the primary category.

Then, click Save.

Language and author

Choose the article’s Language.

Then, under Author, select the team member who wrote the article. This name will be displayed publicly.

Meta description

Write a summary (155–160 characters) that explains what the article is about. This helps search engines display your article in relevant search results.

Social media banner

Upload an image that appears when your article is shared on social platforms. Choose a clean, branded image to attract more clicks.

Related articles

Suggest other helpful articles for readers. These will be displayed at the bottom of the published article to encourage deeper engagement.

Delete article

To permanently remove an article, scroll to the bottom of the left panel and click Delete Article.

Writing and formatting your article (right panel)

The right panel is where you create your content. Begin with your title and subtitle, then use blocks to structure and format your article.

Title and subtitle

Title (required): This becomes your article’s main heading (H1) and the slug.
Subtitle (optional): A summary that helps readers understand the article’s purpose at a glance.

Content blocks

Click the green + icon to add content blocks. You can adjust the block settings in the left panel.

Drag blocks using the handle to reorder them, or click the trash icon to remove a block.

Here are the types of content blocks you can add to your article:

Writing Knowledge Base articles with AI Assist

If you’ve enabled AI Assist, you can use AI Commands to help you write and refine content directly within the Knowledge Base article editor.

Enable Knowledge Base and AI Commands for your AI agent

To get started:

1. Go to your AI agent’s settings. Enable Knowledge Base under the Channels section.

2. Scroll down and switch AI Commands on.

This allows you to use AI-driven writing prompts directly in the article editor.

Using AI Commands in your article

Once enabled, you can trigger AI Commands inside any paragraph block of your article.

Here’s how:

1. Type “/ai” in a paragraph block.

2. A list of AI Commands will appear.

3. Choose the command you want and follow the prompt.

Example: Brainstorming article ideas

1. Select ai-brainstorm.

2. Enter a short description of the topic or question you want to explore.

3. AI Assist will begin listing relevant ideas.

When AI Assist finishes, you can choose:
- Done – Insert the generated content into your article as plain text
- Continue writing – Expand on the current response
- Retry – Remove the response and try again with a new prompt
- Discard – Delete the AI Command and start fresh

Example: Building the article outline

1. Use ai-task to turn your brainstormed ideas into a clear article structure.

2. AI Assist will generate a step-by-step layout that you can expand and refine.

Refine your writing

You can also use commands like the ones below to refine your article:

ai-tone – Adjust the tone (e.g., friendly, professional)
ai-fixtext – Fix grammar, spelling, or awkward phrasing
ai-pointexpand – Expand a specific bullet point or short idea into a full paragraph

See this guide to learn all about AI Commands:

Using AI Commands

Publish your article or save a draft

Once you’ve finished editing and formatting, click Publish in the left panel to make your article live and accessible to your audience. You can also click Save Draft to edit the article further and publish later.

Adding articles to your chat widget

You can display Knowledge Base articles inside your chat widget to offer help before a chat even begins. See this guide to learn how: How to modify your widget content

Using Knowledge Base articles as AI Assist’s Data Source

Your published Knowledge Base articles can be used by AI Assist to deliver fast, accurate responses in customer conversations.

To make this work:

Ensure your Knowledge Base articles and categories are enabled as a data source in your AI Agent settings.

As long as your articles are clear and up-to-date, your AI agent will use them to provide helpful, consistent answers. This enables your AI agent to reference your actual support content, ensuring replies are aligned with your current processes and policies.

To learn more about AI Assist’s data sources, see these guides:

Understanding AI Assist’s data sources

How AI Assist prioritizes your data sources

How AI Assist uses your data securely

Additional considerations