Customize your knowledge base theme

Last Update: Sep 2024 • Est. Read Time: 4 MIN
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Themes are a way for you to customize the look and feel of your knowledge base. Every organization has access to predesigned templates that come included with Kustomer. You can use as a template when creating your customized theme.

If you have multiple brands configured, you can have a different theme for each knowledge base, ensuring that each brand delivers their own unique experience.

Who can access this feature?
User typesContent administrators can access knowledge base settings.


In this article:

Access theme templates

Kustomer provides your organization with a template that you can use as a basis when creating your own unique theme. You can customize and modify it to best fit your organization's branding. 

Note: Templates may receive updates over time. If you make adjustments to your customized theme, it will not update automatically.

You can access your existing themes and available templates by going to Settings> Knowledge Base > Themes.

The My Themes tab lists all of your themes in the order in which they were created. If you have multiple brands configured, you can see which theme is associated with a particular brand. For details on how to specify which brand the theme is used with, see Set a theme for your knowledge base.

The Themes Library tab lists all of the available templates that you can use to create a new knowledge base theme.

Create a theme

You can create a new theme that more closely matches your organization's personal branding using an available template.

To create a new theme:

  1. Go to Settings> Knowledge Base > Themes.
  2. Select Add Theme and then select a template listed in the Themes Library.
  3. Enter a name for your theme and select Create.

The theme builder opens. Here, you can customize the template as you wish by selecting each available section.

Theme Sections

Each theme is divided into separate home page sections that you can customize to your liking. The following sections are available and may vary by theme:

  • Page drop-down menu lets you choose if you want to customize the homepage, or the My Conversation and Conversation Details portal pages. For more information, see Knowledge base customer portal.

  • Announcement is a horizontal banner that is located at the top of your home page that can be used to notify visitors of any important updates.

  • Header is the main bar that appears at the top of all pages in your knowledge base. A company logo and navigation links are usually part of a website's header. 

    Note: We recommend using an image that is approximately 40px in height and less than 250px in width.

  • Search is the location where your visitors can search for articles in your knowledge base.

  • Category Grid is all of the article categories in your knowledge base. For information on how to create categories, see Organize your knowledge base with categories.

  • Featured Articles is a list of all of the articles that are marked as featured. You can display up to 20 articles in this section. For more information, see Feature articles on your knowledge base home page.

  • Contact Us informs visitors of where they can go to get more support, if needed.

  • Footer is the bar that appears at the bottom of all pages in your knowledge base. This section can contain copyright information and links to other frequently visited pages on your site.

Customize a section

You can customize all of the sections in your knowledge base by selecting it under the Sections tab. Here, you can change elements of the section such as, text color, text message, URLs, and more. Any changes to a section are instantly made in the theme builder.

Along with customizing a section visually, you can also turn off certain sections that you don't want to appear on your site at all, as well as reorder them.

Customize the appearance

The Design tab is where you can find specify the fonts and colors that are used throughout your knowledge base, so that you can ensure that your page fits your organization's branding.

You can customize the appearance of the following elements:

  • Font - Header, buttons, and body text, as well as their size.
  • Colors - Font, buttons, and page.

Save your theme

When customizing your theme, you can select Save Draft at any time to save a draft of your progress. To publish your theme, go to the arrow and then select Save and Publish.

Use theme versioning

Versioning makes it simple to track all of your theme changes and switch between different versions, as needed. Every time you publish your theme, you create a new version of it. You can have up to 30 versions of a theme available. Once you reach this maximum, the oldest version is rewritten.

To access a different version:

  1. When editing a theme, select More optionsand go to Latest Version.
  2. Select a version from the menu that opens.

    You can instantly compare versions to see what changed between them, or edit a previous version of your theme by selecting Create New Draft.

Preview your theme

To see your changes at any time, select Preview Theme and then select the brand using the theme to launch a new window that previews your theme's home page, which is the root page of your knowledge base. By default, the Default brand is always shown. 

Set a theme for your knowledge base

By default, our system sets the default theme as the active theme for your knowledge base, regardless of whether or not you have configured multiple brands. If you create a customized theme for one of more of your brands, you can select the theme to use by:

  1. Going to to Settingsand selecting Knowledge Base > Configuration.
    If you have multiple brands configured, select the brand for which you are setting a theme from the drop-down menu.
  2. Select the theme you want to use from the Theme drop-down menu.
  3. Select Save Changes.
    Your theme is now applied to your Knowledge Base and all changes can be viewed immediately.