Help Center | tawk.to | Setting up your Knowledge Base

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, click here.

In this guide, we’ll show you how to easily set up a Knowledge Base in your tawk.to dashboard.

Follow these steps:

1. Log in to your tawk.to account.

2. On your dashboard, select the property you want to set this up for. Hover over the property name to ensure you’ve selected the correct one.

3. Click Knowledge Base on the top menu.

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. Click Configure to go to the Knowledge Base settings page, or click Go to Knowledge Base to create new articles.

8. The Knowledge Base settings page (also available at Administration > Channels > Knowledge Base) offers several settings to customize your Knowledge Base.

Adjust your settings and click View Site to see your changes. Your Knowledge Base will open in a new tab.

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Using Status, you can toggle between Published and Unpublished.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 When set to Unpublished, visitors won’t have access to your Knowledge Base.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.

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.

9. When you’re satisfied with the changes, click Save.

Now that your Knowledge Base is set up, it’s time to create your first article. To learn more about creating Knowledge Base articles, click here.

If you’ve enabled AI Assist, your Knowledge Base is now part of its Data Source. You can enable/disable this feature anytime.

A well-crafted knowledge base is a win-win for everyone involved. Customers get answers fast, your support team gets a break, and your brand gets a reputation for exceptional service.

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