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Write, Format And Publish Articles To Your Knowledge Base

To really harness the power of your Knowledge Base, you first need to fill it up with help docs, such as FAQs, best practices, user manuals, and so on.

It’s easy to create your first Knowledge Base article. Just log in to your Knowledge Base app using your LiveChat login and Password, and click on the Create Article button.

Start writing ✍️

  • Start by giving your article a descriptive title.

A good title is not too long, nor too general and gives a clue as to what the article is about. Article title is the first thing people will see when searching for answers, so make sure it’s meaningful.

  • Make articles short and to the point

Don’t bury the answer in too many words. No one has time to read through the whole Odyssey when there’s a customer waiting on the other end.

  • Make it scannable

Use formatting so everyone on your team can quickly find answers they need. The article editor (where you create and edit your articles) supports many text styles like: bold, italic, underline, headings, and lists to make your articles scannable and fun to read 🙃

Tip: To access formatting, simply select the text you want to edit. A mini toolbar with formatting options will pop up (see the screenshot below).

Put your knowledge live

Once you’ve finished up your article and are happy with how everything looks, go ahead and publish it so everyone on your team can benefit from it.

To publish the article to your Knowledge Base widget, make sure the "Public" status is selected in the Visibility Field. 👇

Once you click Create Article, your article will be live and searchable in the Knowledge Base widget.

Note: Draft status is great if you need to make edits to your article later on, or want someone to review it. Drafts are visible in the Knowledge Base app, but won’t show up in the LiveChat sidebar.

Search and navigation 🔍

Topics are the power feature that will make your Knowledge Base easy to explore.

Topics work as a sort of folder or category for grouping related articles together for easy navigation and look-up.

There are three default Topics present in your Knowledge Base. These are: 

  • FAQ – Loads of short articles answering your customer’s most frequent questions;
  • General – Articles that contains information related to the general information, like company address, privacy policy, etc.;
  • Getting Started – Step-by-step guides on how to do crucial for your business actions (like configuring your software, adding products to the care, and so on).

Feel free to use, edit or delete them, if you prefer to create your own ones.

What’s next?

Once you fill up your Knowledge Base with content, it’s time to get it in front of your team and customers.

Help Center: To allow your customers to access your Knowledge Base, go to Help Center Customize section and click the "Enable Help Center" button. 

You can follow this step-by-step guide on how to enable and customize your Help Center.

Internal Widget: Knowledge Base Widget displays all your help articles to your agents right in the LiveChat application. To add the widget:

  1. Go to the LiveChat App Marketplace,
  2. Find the Knowledge Base plugin,
  3. Click Install to add it to your LiveChat.

We've described this process in details in "Adding the Knowledge Base widget" article.


For more information on how to create good articles, read on in:

Formatting The Content In Articles and How to add images/videos to the Knowledge Base article.