Documentation

Categories and articles

A knowledge base is organised as a hierarchy of categories up to four levels deep, with articles placed at any level. This explains the category and article tables, what publishing an article actually does, and how ratings and ordering work.

Category Hierarchy Overview

Content Structure

Knowledge base → Categories → Sub-categories (up to 4 levels) → Articles

Articles can be added at any category level, not just the deepest sub-category.

Maximum Depth: Categories can be nested up to 4 levels deep. When you reach the maximum depth, you can only add articles to the deepest categories.

Main Categories (Level 1)

Main categories appear directly under your knowledge base and serve as the primary organizational structure. These are displayed on the knowledge base's main overview page.

Categories Table

The categories table shows all top-level categories with the following information:

name
string
Name: The display name of the category, shown as a clickable link that navigates to the category's content page.
articles
number
Articles: Shows the total number of published articles within this category and all its sub-categories.
subcategories
number
Subcategories: Displays the count of direct child categories under this main category.
order
number
Order: Determines the display order. Categories with lower order values appear first in the list (0 = highest priority).

Available Actions

Settings: Opens the category settings page where you can modify the category name and description.

Share Category URL: Shares a direct link to this category. It becomes available once the knowledge base is the one on the brand's public web address and the brand has a chat widget. Categories have no Published switch of their own, so there is nothing to publish first.

Move Up/Down: Changes the category's position by adjusting its order value.

Delete: Permanently removes the category and all its sub-categories and articles.

Sub-Categories and Articles

When you navigate into any category, you'll see both sub-categories and articles within that category. This page provides comprehensive management tools for both content types.

Sub-Categories Table

Similar to the main categories table, but shows only the direct children of the current category:

name
string
Name: Category name with navigation link.
articles
number
Articles: Count of articles in this specific sub-category (not including nested sub-categories).
subcategories
number
Subcategories: Number of direct child categories.
order
number
Order: Display order within the parent category (0 = highest priority).

Articles Table

The articles table displays all articles within the current category, with powerful management features:

title
string
Title: Article title with link to the article editor.
published
boolean
Published: Toggle button showing publication status. Click to publish/unpublish articles.
translatedVersions
array
Translated Versions: Dropdown menu showing available language versions of the article, with publication status for each translation.
rating
object
Rating: Visual feedback summary showing user ratings with emoji indicators (😞 negative, 😐 neutral, 😁 positive) and percentage score.
order
number
Order: Determines article order within the category (0 = highest priority).
date
date
Date: Creation date of the article.

Language Filtering

Articles can be filtered by language using the language selector in the top-right corner. This shows articles in the selected language, allowing you to manage multi-language content effectively.

Article Publishing and Status

Articles have a simple publish/unpublish toggle:

Published: The article is indexed for the brand's AI and, if this knowledge base is the one on the brand's public web address, visitors can read it there. It is stored for search the moment you publish it — no chat widget and no AI agent need to exist for that to happen.
Not Published: The article is a draft. It still exists, but visitors do not see it and the AI cannot read it.

Unpublishing removes the article from the AI again, and editing a published article re-indexes just that article. How many searchable pieces a knowledge base currently contributes is shown in the Indexed column on the brand's Knowledge screen; drafts contribute nothing.

On the free plan, published articles draw on the account-wide pool of 250 indexed items, shared with documentation pages and every other AI source across every brand. The figure is shown on the brand's Knowledge screen. When the pool is full, the article editor disables the Published switch and says so; publishing from this list instead makes the article public but leaves it out of the AI, and Yaplet tells you that too.

Article Ratings

Each article displays a rating summary based on visitor feedback:

Rating System

  • 3-button feedback: Visitors can rate articles as positive (😁), neutral (😐), or negative (😞)
  • Visual indicators: Color-coded badges show overall sentiment
  • Detailed breakdown: Hover to see exact vote counts
  • Percentage score: Shows overall satisfaction rating
  • Reset option: Clear all ratings if needed ::

The rating badge color indicates the dominant feedback:

  • 🟢 Green: Positive ratings dominate
  • 🔴 Red: Negative ratings dominate
  • ⚪ Gray: Neutral or no ratings

Multi-Language Support

Articles can have multiple language versions:

Configure Languages

Set up the additional languages in the knowledge base's settings first. The knowledge base's own main language is edited inline on the brand's Knowledge screen — it controls how the AI searches this text and translates nothing.

Create Translations

For articles in your primary language, use the "Add other language" option to create translated versions.

Manage Translations

Each translation is a separate article that can be published independently and has its own ratings and feedback.

Translations appear as separate entries in the articles table and can be filtered by language.

Sharing Content

Both categories and articles can be shared directly with visitors:

Sharing requirements: the knowledge base must be the one on the brand's public web address, and the brand must have a chat widget — without one the Share button stays disabled even when the knowledge base is live, although the pages themselves are still reachable at the address. An article additionally has to be published; a category has no Published switch of its own.

For detailed information about sharing options and URL generation, see our Content Sharing Guide.

Order and Positioning

The order system controls the display priority of both categories and articles:

Lower order = Higher priority: Items with lower order values (starting from 0) appear first in lists and navigation menus.
  • Use the Move Up/Down buttons to adjust positions
  • Order changes affect the display order for visitors
  • Both categories and articles within categories use independent ordering systems

This flexible organization system allows you to create intuitive navigation structures that match your content strategy and user needs.