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Knowledge Base

Publish a public-facing help centre where your customers can find answers to common questions. Articles are searchable, organised by category, and integrated with the AI assistant for intelligent support.

Knowledge base

Overview

The knowledge base is hosted at a public URL for your organisation (e.g., help.gooutsprint.com/your-company). Visitors can browse categories, search articles, and submit support tickets if they cannot find an answer.

Creating Categories

  1. Navigate to the Knowledge Base section in your admin settings
  2. Click + New Category
  3. Enter a name, description, and optional icon
  4. Drag to reorder categories
  5. You can nest sub-categories under parent categories

Writing Articles

  1. Click + New Article within a category
  2. Enter a title and select the category
  3. Write your article using the rich text editor, which supports:
    • Headings, bold, italic, and links
    • Images and embedded videos
    • Code blocks and callout boxes
    • Ordered and unordered lists
  4. Optionally add SEO title and description
  5. Click Save Draft to save without publishing, or Publish to make it live

Article Status

Status Description
Draft Only visible to admins and managers in the editor
Published Visible on the public knowledge base
Archived Hidden from the public site but preserved for reference

Public Help Centre Features

Your public knowledge base includes:

  • Category grid -- browse articles organised by topic
  • Search -- full-text search across all published articles
  • Article feedback -- "Was this helpful?" Yes/No buttons on each article
  • Related articles -- suggested reading at the bottom of each article
  • Submit a ticket -- link to create a support ticket if the answer is not found
  • Popular articles -- highlights your most-viewed content on the homepage

AI Integration

Knowledge base articles are automatically indexed for the AI assistant. When a team member asks a support-related question in the chat, the assistant can reference relevant articles and provide answers with links to the full content.

Pro Tip

Keep your articles up to date. The AI assistant uses your knowledge base content to answer questions, so outdated articles can lead to incorrect responses.

Permissions

  • Admin and Manager -- can create, edit, publish, and archive articles
  • Member -- can view articles (read-only in admin)
  • Public visitors -- can view published articles and search without authentication

What's Next