Setting up your Knowledge Base
The instructions below are for desktops and laptops only.
Ready to give your customers the power to help themselves? With a well-crafted Knowledge Base as a central information hub, you’ll empower customers to find solutions quickly and boost satisfaction.
If AI Assist is enabled, your Knowledge Base becomes part of AI Assist’s Data Source, making it easier for AI Assist to find relevant information for customers’ inquiries.
To learn more about the Knowledge Base, see this guide: What is the Knowledge Base?
In this guide, we’ll show you how to easily set up a Knowledge Base in your tawk.to dashboard.
Steps to set up your Knowledge Base
2. Click Publish on the left navigation bar.
3. Select Knowledge Base.
4. Click Set up Knowledge Base.
5. Enter your Knowledge Base name and subdomain. By default, your subdomain is “name.tawk.help”. You can purchase the Remove Branding add-on later to have your own domain.
Then, select the Default Language and click Next.
6. Upload your logo, and select the Primary Color and Font Style.
7. Your Knowledge Base is now ready. Click Configure to go to the Knowledge Base settings page, or click Go to Knowledge Base to create new articles.
Configuring your Knowledge Base
1. Click Configure at the upper right corner of the Knowledge Base page.
2. The Knowledge Base settings page (also available at Administration > Knowledge Base) offers several settings to customize your Knowledge Base.
3. Adjust your settings and click View Site to see your changes. Your Knowledge Base will open in a new tab.
4. When you’re satisfied with the changes, click Save.
The KB Name appears on the top left corner of your Knowledge Base.
The Subdomain is part of your Knowledge Base’s URL.
Using Status, you can toggle between Published and Unpublished. When set to Published, visitors can access your Knowledge Base. When set to Unpublished, visitors won’t have access to your Knowledge Base.
The Logo appears at the top left corner of your Knowledge Base, next to the KB Name. To add your logo, click + and select an image from your computer.
The favicon appears on your browser tab, next to the tab name. To add your favicon, click + and select an image from your computer.
The Header Banner is the background image for the upper section of your Knowledge Base. Click browse to select an image from your computer.
The Browser Title appears on the tab name, next to the favicon.
The Meta Description appears on search result pages. This description will make it easier for search engines like Google to find your Knowledge Base.
The Heading and Subheading appears on the top centre of your Knowledge Base above the search field.
Feedback
Under Feedback, you can enable a simple rating system for visitors to provide feedback on your Knowledge Base articles.
If Receive feedback on articles is enabled, visitors can click positive or negative icons to rate your articles. You can choose between 4 options to customize these icons, which will appear at the bottom of your articles.
Under Ticket Form, you can enable the Submit Ticket link allowing visitors to create support tickets if they need help. To learn more about the Ticket Form and how to customize it, click here.
Set the Font type.
Set the Cards Layout to display articles in a grid or list.
Knowledge Base in AI Assist’s Data Sources
If you’ve enabled AI Assist, your Knowledge Base is now part of its Data Source. You can enable/disable this feature anytime.
Related guides
Creating Knowledge Base categories
How to change the order of articles in the Knowledge Base
What is the Purpose of the Primary Category in the Knowledge Base?
Customizing your knowledge base for additional languages
Customizing the Submit Ticket feature in your knowledge base
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