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Knowledge Base

In-app knowledge base

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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The in-app knowledge base enables users to search both public and internal content from within the Kustomer application. Users can also send public articles to end users through conversations.

Who can access this feature?
User typesContent Admins and above can create articles and categories. All users have access to the in-app knowledge base.


In this article

Turn on the in-app knowledge base

You’ll need to turn on the in-app knowledge base for it to appear for users.

  1. Go to Settings > Knowledge Base > Configuration.
  2. Turn on the toggle for In-App KB icon.
  3. Select Save Changes.

Use the knowledge base

  1. Select Knowledge basein the sidebar in Kustomer.
  2. Use the search bar to look for articles by name. This will search for both public and internal articles. You can also search for articles by selecting categories.
  3. Select Expandto view the article in a bigger window..

Note: The in-app knowledge base will default to the user's language, and for articles that may not be translated into that language, we will default to the knowledge base default language. 

Public vs internal articles & categories

You can search for two types of articles directly in the in-app knowledge base:

  • Public categories and articles are available to end-users via your public knowledge base (support.yourwebsitedomain.com).

  • Internal categories and articles are only available for users within the Kustomer application. This is designed to allow you to create private information for your users that you don’t want end users to see. You can manage which teams and users can access specific internal articles when editing an article. For more information, see Set permissions on an internal article.

Send public knowledge base links to customers

There are two ways that you can send public articles to customers as links:

  • You can copy the article URL to your clipboard and paste it into a conversation by selecting Copy link .
  • If you have a conversation open you can select the Paste article linkto place the URL where your curser is.

Note: Changing or editing the shortlink will break the redirect to your knowledge base article.

Add links to other internal articles

You can add links in an internal article that reference other internal articles.

  1. Create a new draft of the internal article to which you are adding the link.
  2. Select Knowledge Base, go to the Internal tab, and search for the article you want to reference.
  3. Select Copy link .
  4. Insert the link as you normally would.
  5. Select Publish Now and then select Yes to confirm the action.

Now, when you view the internal article again, you have two ways to view its content and open the referenced link:

  1. Select the article and click the link to open the referenced article within in-app knowledge base.
  2. Select theicon to open the article in a new tab.