Setting up the Remove Branding add-on for your Knowledge Base
The instructions below are for desktops and laptops only.
The Remove Branding add-on lets you remove or replace tawk.to branding with your own across your tools, including your Knowledge Base. When applied to your Knowledge Base, it replaces tawk.to branding with your own across your help center. You can also remove the “Powered by tawk.to” label and use a custom domain for your Knowledge Base.
This guide shows you how to set up a custom domain for your Knowledge Base with the Remove Branding add-on.
This guide shows you how to set up a custom domain for your Knowledge Base with the Remove Branding add-on.
Before you start
Ensure you have:
- An active Remove Branding add-on
- A domain or subdomain (this will appear in your Knowledge Base URL, e.g., help.yourdomain.com)
- Access to your domain’s DNS settings
- The ability to create a CNAME record
See these guides to learn how to purchase and set up the Remove Branding add-on:
Purchasing the Remove Branding add-on
Setting up the Remove Branding add-on
Set up a custom domain for your Knowledge Base
2. Click Knowledge Base on the left navigation bar.
3. Under Custom Domain, you can:
- Enter the domain for your Knowledge Base, or- Click the gear icon for more domain settings
4. Clicking the gear icon opens the Knowledge Base Domain Settings panel. Enter the Domain and click Add Domain.
Then, copy the CNAME value. You’ll need this when configuring your DNS settings.
Under How to add a TXT and CNAME Record, choose your hosting platform for detailed instructions on adding a TXT or CNAME record.
How to create a subdomain and add a CNAME record in cPanel
Below is an example using cPanel. Steps may vary depending on your hosting provider.
Create a subdomain
Add a CNAME record
Example
If your Knowledge Base domain is help.yourdomain.com, your CNAME record might look like:
Name: help.yourdomain.com
CNAME: your-property-id.tawk.help
Note: DNS changes can sometimes take 24–48 hours to update everywhere.
Create a subdomain
- Log in to your hosting account (cPanel).
- Navigate to Domains > Subdomains.
- Enter your subdomain (for example, “help”).
- Select your main domain (for example, “yourdomain.com”).
- Click Create.
Add a CNAME record
- In cPanel, go to Zone Editor.
- Find your domain and click Manage.
- Click Add Record and select CNAME.
- Enter the following:
- Name: your subdomain (e.g., help.yourdomain.com)
- CNAME: the value provided in your tawk.to Knowledge Base domain settings - Save the record.
Example
If your Knowledge Base domain is help.yourdomain.com, your CNAME record might look like:
Name: help.yourdomain.com
CNAME: your-property-id.tawk.help
Note: DNS changes can sometimes take 24–48 hours to update everywhere.
Frequently Asked Questions
Why is my custom domain not working?
DNS changes can take up to 24–48 hours to update everywhere. Double-check that:
Do I need the Remove Branding add-on to use a custom domain for my Knowledge Base?
Yes. A custom Knowledge Base domain is part of the Remove Branding add-on.
Can I use a root domain instead of a subdomain?
It’s recommended to use a subdomain (e.g., help.yourdomain.com) for easier DNS configuration and compatibility.
Will removing branding affect my Knowledge Base content?
No. Removing branding only affects how your Knowledge Base appears. Your articles and structure remain unchanged.
What happens if my Remove Branding subscription expires?
If your subscription expires, tawk.to branding may be restored, and custom domain features may stop working.
How can I find my DNS manager?
Go to your domain registrar or website host.
How can I find out where my domain is registered or hosted?
If you’re not sure where your domain is registered or hosted:
Do I need a TXT record to white label the Knowledge Base?
No. A TXT record is not required for your Knowledge Base. You will need a TXT record when removing branding from ticketing and support emails. To learn more, see this guide: Setting up the Remove Branding add-on
DNS changes can take up to 24–48 hours to update everywhere. Double-check that:
- Your CNAME record is correctly added
- There are no conflicting DNS records
- You entered the correct value provided by tawk.to
Do I need the Remove Branding add-on to use a custom domain for my Knowledge Base?
Yes. A custom Knowledge Base domain is part of the Remove Branding add-on.
Can I use a root domain instead of a subdomain?
It’s recommended to use a subdomain (e.g., help.yourdomain.com) for easier DNS configuration and compatibility.
Will removing branding affect my Knowledge Base content?
No. Removing branding only affects how your Knowledge Base appears. Your articles and structure remain unchanged.
What happens if my Remove Branding subscription expires?
If your subscription expires, tawk.to branding may be restored, and custom domain features may stop working.
How can I find my DNS manager?
Go to your domain registrar or website host.
How can I find out where my domain is registered or hosted?
If you’re not sure where your domain is registered or hosted:
- Go to https://www.whois.com/whois/
- Enter your domain name.
- Review the results for information about when and where your domain was registered, the organization that registered it, and the current name servers that store your DNS records.
Do I need a TXT record to white label the Knowledge Base?
No. A TXT record is not required for your Knowledge Base. You will need a TXT record when removing branding from ticketing and support emails. To learn more, see this guide: Setting up the Remove Branding add-on
Additional considerations
- Works across your tools
The Remove Branding add-on also removes branding from your live chat widget and email notifications. - Check DNS carefully
Ensure your CNAME is correct. Propagation may take time. - Hosting differences
If you’re not using cPanel, your hosting provider may have a different interface for DNS management. - Subdomain recommended
Using a subdomain (like help.yourdomain.com) is usually easier than a root domain. - Brand consistency
Make sure your logo, colors, and tone match across your Knowledge Base and other support channels.
Related guides
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