Creating Knowledge Base categories

The instructions below are for desktops and laptops only.

You can create categories and group Knowledge Base articles by topic, making it easier for customers to find the answers they need.

In this guide, we’ll explain the types of categories and show you the steps to create a category for your Knowledge Base.

There are 2 types of Knowledge Base categories:

• Top-level categories

• Sub-categories

Top-level categories are the main categories shown on the front page of your Knowledge Base. These categories can contain articles and sub-categories.

For example: 

A top-level category called “Getting Started” will appear on the front page, like this:

Sub-categories are nested within top-level categories, allowing you to group articles into smaller categories.

For example: 

Under “Getting Started”, you may have 2 sub-categories, “Signing Up” and “Making Payments”, like this:

A sub-category can have articles related to a specific topic, like this:

You can also have a sub-category under another sub-category.

For example: 

Under “Signing Up”, you may have a sub-category called “VIP Sign Up”, like this:

And “VIP Sign Up” can contain its own set of articles.

Next, let’s look at the steps to create a category.

Follow these steps to create a Knowledge Base category:

1. Log in to your tawk.to account, and select the correct property.

2. Click Publish on the left navigation bar.

3. Select Knowledge Base.

4. Click + Create at the upper right corner, then select Category.

5. Enter the Category Name.

6. Click + to add an icon for the category. Pick an icon from the pop-up window.

7. The Slug is populated automatically and shows how the category’s URL will look like.

For example, if your category is “Getting Started”, the slug and URL will look like this:
http://myknowledgebase.com/category/getting-started

You may edit the Slug. Just remember: it should contain no spaces, and use hyphens for multiple words or strings of numbers.

8. Under Parent Category, you can select:

• Top level category (it’ll appear on the front page)

• Another category (it’ll be parked under that category)

9. Enter the Description for the category.

10. Click Save when you’re done.

Your new category will appear in the Categories list.

1. Click the article count under the Count column.

2. On the Manage Articles pop-up, click the 6 dots icon and drag the articles to reorder them.

3. Close the pop-up when you’re done.

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