What is the Knowledge Base?
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The Knowledge Base is a self-service support tool in tawk.to that lets you create and share help articles with your customers and team. It serves as an online help center where visitors can find answers to frequently asked questions, reducing repetitive inquiries and improving customer satisfaction.
Each property in your tawk.to account can have its own fully customizable Knowledge Base. You can use it to provide step-by-step guides, troubleshooting tips, and detailed information about products or services.
This article is part of our Knowledge Base and serves as an example of how your Knowledge Base might look like. Just like ours, you can store step-by-step tutorials, frequently asked questions, guides, advanced tips, policies, and procedures on your Knowledge Base, too.
Key benefits
24/7 self-service
The Knowledge Base is always available, even when your agents are offline. This means customers can get help at any time — day or night — by simply browsing your articles.
Reduces workload
When customers can help themselves, your support team receives fewer repetitive questions. That allows agents to focus on more complex issues or proactive outreach.
Custom branding
You can customize the look and feel of your Knowledge Base to match your branding. Add your logo, choose your colors, and even publish it under a custom domain name to make it feel like a seamless part of your website.
Multilingual support
Support a global audience by creating articles in multiple languages. Visitors will see content in their preferred language based on browser settings or manual selection.
Internal knowledge sharing
Not all articles need to be public. You can create private Knowledge Base articles to document internal processes, train your team, or store onboarding material — all in one place.
How the Knowledge Base works
Once you set up your Knowledge Base, it becomes a powerful tool for both your customers and support team.
Here’s how your Knowledge Base can be accessed:
Direct link – Share your Knowledge Base URL anywhere: on your website, in emails, or during support chats.
Chat widget integration – Your visitors can access Knowledge Base articles through your chat widget, making it easier for them to get answers.
Search engines – If your Knowledge Base is public, its content can be indexed by search engines like Google, helping more people discover your support articles.
To get started on your Knowledge Base, follow these guides:
You can find more articles on the Knowledge Base here.
Important considerations
Custom domain support
You can publish your Knowledge Base using your own domain (e.g., support.yourwebsite.com) to maintain brand consistency and improve trust. This is available with the Remove Branding add-on. Learn more here: Purchasing the Remove Branding add-on
Visibility settings
Choose whether each article is public (visible to everyone) or private (visible only to your team). Use private articles for training guides, internal procedures, or escalation notes.
One Knowledge Base per property
If you manage multiple properties in your tawk.to account — for example, different websites or brands — each one can have its unique Knowledge Base with separate content and settings.
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