Manage your knowledge base

Your Kustomer knowledge base comes hosted on an internal URL (brand.kustomer.com) provided by us. You can use a branded domain, such as, support.brand.com, to provide a better experience for your users, and help your Knowledge Base content rank higher in search engines. Domains can be purchased from organizations like GoDaddy, 1&1, Register.com, or Domain.com. You will retain full control and ownership of your domain while it is pointed to your Kustomer knowledge base. 

We automatically provision an SSL certificate for the domain, so you do not need to bring your own.

In this article

• Add your custom domain
• Obtain your certificate
• Reset or delete your custom domain
• Update your DNS

Add your custom domain

To add your custom domain in Kustomer:

1. Go to Settings  > Knowledge Base > Configuration.
2. Select the brand you are configuring the custom domain for from the drop-down menu.
3. Enter your domain as you have provisioned it from the domain provider. Ensure the proper spelling so that you do not have to start the certification process over. Please note, you should not enter the primary domain of your website and instead use a branded subdomain such as help.yourcompany.com.
   
4. Select Add to start the certification process.

Obtain your certificate

The certification process starts once you've added your domain. The Certification box will appear below your domain and provide you with the required CNAME information you need. This information will need to be added to your domain in whichever provider you used to provision it.

You may see the following status codes once this process starts:

• Pending Validation - Our system is creating the proper CNAME information for your Knowledge Base brand.
• Issued - Our system has provisioned the proper CNAME information and it is now available to you.
• Failed - Our system was unable to provision the information for you. You will need to delete your domain and try again.
• Inactive 
• Expired
• Validation Timed out
• Revoked

Reset or delete your custom domain

You can reset the domain certificate or completely remove your custom knowledge base domain directly from within Kustomer by selecting the desired action. 

You can only reset a custom domain if the certification approval status is one of the following states:

• Pending Validation
• Failed
• Inactive 
• Expired
• Validation Timed out
• Revoked

After you reset or delete your domain, select Confirm in the confirmation window that opens.

Update your DNS

Once your certification is issued, you can navigate to the DNS tab in the same table. The information in this table is what you will use to redirect your custom domain to Kustomer. 

1. Copy the Record field, which will be a cloudfront.net URL.
2. Log in to your custom domain's settings page. 
3. Update your domain's DNS by replacing the CNAME record with the above URL. You can find instructions on how to set up redirects for providers such as, godaddy.com and google.com, here.

Once that is complete, you will see the following statuses:

• Deployed - You have successfully connected your domain
• In Progress - Our system is still verifying the correct setup

This is the final part of the setup and it may take up to 72 hours for your domain to propagate your knowledge base content.