To really harness the power of your KnowledgeBase, 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 KnowledgeBase article. Just log in to your KnowledgeBase 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.

You might want to decide which content should be visible to your customers, and which to your agents. KnowledgeBase allows you to keep two separate knowledge bases. It's called Workspaces. Workspaces You can build a private knowledge base to improve internal communication, information sharing, and workflow within your organization. Such a knowledge base may include company policies, onboarding guides, business information, and actually any other company-related piece of information. 

KnowledgeBase provides you with a built-in texte Editor to create and edit your articles. The Editor allows you to format the text in two ways: using the Toolbar, or using Markdown Language.  This article is on the former case – Editor’s toolbar. With the Toolbar, you can: set headings (H2 and H3), make the text underline, italic or bold,  create ordered and unordered lists, create a hyperlink, use a quotation.

Often, an article requires some visuals to make it more clear and appealing. You can use images, videos or GIFs to show step-by-step guides, processes or charts that you wouldn’t be able to present with plain text. Here’s the full guide on how to add media to the KnowledgeBase Article. How to add an image/GIF to the article Create a new line in which you’d like to insert media.

Having articles in the correct order and easy to find position for a customer, is a key success factor of your Help Center. In KnowledgeBase it's easier than you think, you just need to drag chosen topic/article and drop it in the place you would like to be!  Here, you have step by step how o do it ;) All changes will be visible both in Help Center and Livechat's Agent's App after 1 minute!

If you run a knowledge base, you know that there’s no end to the topics and problems that should be sooner or later addressed in help articles. This, however, is often time consuming and companies don’t have enough resources to keep their help resources up to date.  Knowledge management and writing articles take time, so we came up with something that will let you manage and grow your help resources faster.