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Knowledge Base

Create and organize help articles to empower your customers with self-service support, reducing support requests while providing instant access to answers across multiple channels.

Overview

Yaplet's Knowledge Base feature transforms how you deliver customer support by creating a comprehensive, searchable repository of help articles. Instead of handling the same questions repeatedly, customers can quickly find answers on their own, freeing your support team to focus on complex issues.

Key Benefits

  • Reduce support tickets by 50% through self-service options
  • Multi-channel access via chat widgets, dedicated portals, and website integration
  • AI-powered intelligence that learns from your content for smarter responses
  • Global reach with multi-language support for international customers
  • Brand consistency with customizable design and domain options

How It Works

The knowledge base organizes your content hierarchically with knowledge bases containing categories and articles. Each knowledge base can support multiple languages and be connected to chat widgets for seamless customer access.

Create Knowledge Bases

Set up organized repositories for different products, customer segments, or support topics.

Organize with Categories

Structure your content with up to 4 levels of nested categories for intuitive navigation.

Write and Publish Articles

Create detailed help content using AI tools for faster content generation and editing.

Connect to Channels

Link knowledge bases to chat widgets and dedicated portals for customer access.

Monitor and Optimize

Track article ratings and usage to continuously improve your content.

Access Channels

Your knowledge base content reaches customers wherever they need help:

Chat Widget Integration

Articles appear directly within your chat widget, providing instant self-service during conversations.

Dedicated Knowledge Portal

Standalone website where customers can browse and search all your help content.

Website Integration

Link to relevant articles from any page on your website for context-specific help.

AI Enhancement

Every knowledge base article automatically enhances your AI chatbot's capabilities:

Intelligent Learning: AI automatically learns from your articles to provide accurate, context-aware responses without human intervention.
Reduced Support Load: By leveraging AI-powered responses, your team focuses on complex issues while customers get instant answers.

Getting Started

Knowledge Bases

Learn how to create and manage knowledge bases, configure languages, and connect to widgets.

Categories

Organize your content with hierarchical categories and sub-categories for better navigation.

Editing Articles

Use AI tools to generate content, configure settings, and publish articles effectively.

All Articles

Manage all articles across your knowledge bases with centralized publishing and rating tools.

Sharing

Generate shareable links for knowledge bases, categories, and individual articles.

Start building your knowledge base today and transform customer support with self-service options that work around the clock.

Knowledge Base vs Documentation

Yaplet offers two distinct content creation features - Knowledge Base and Documentation - that serve different purposes and audiences. Understanding their differences helps you choose the right tool for your content strategy.

Knowledge Base (Help Center)

Purpose: Customer-facing help articles with conversational, accessible content

Content Style: Text and sentence-based help using flexible HTML editing

Editor: HTML Article Editor for rich text formatting

Access Channels: Available in chat widgets AND dedicated public pages

Best For: Customer support, FAQs, troubleshooting guides, product tutorials

Documentation

Purpose: Technical documentation with structured, developer-focused content

Content Style: Rigid, formatted technical details using markdown components

Editor: Markdown Article Editor with premade components

Access Channels: Only available through dedicated public pages

Best For: API references, technical specs, developer guides, structured manuals

When to Use Knowledge Base

Choose the Knowledge Base when your primary audience is end-users who need quick answers to common questions and practical guidance.
  • Customer support scenarios: "How do I reset my password?" or "How do I upgrade my plan?"
  • Product tutorials: Step-by-step guides for using your product features
  • Troubleshooting articles: Common issues and solutions in conversational language
  • FAQ-style content: When you want content accessible directly in chat conversations

When to Use Documentation

Choose Documentation when your audience is technical users who need detailed, structured information about APIs, configurations, or technical implementations.
  • API documentation: Technical specifications, endpoints, and code examples
  • Developer guides: Integration instructions, SDK documentation, technical workflows
  • System configurations: Detailed setup and configuration procedures
  • Technical specifications: Rigid, component-based content requiring precise formatting

Key Decision Factors

  • Knowledge Base: General customers, end-users, non-technical audience
  • Documentation: Developers, technical teams, system administrators
Pro Tip: Many organizations use both features together - Knowledge Base for customer support and Documentation for technical resources. You can link between them to create a comprehensive content ecosystem.

Learn more about the Documentation feature to understand when it might be the better choice for your technical content needs.

Previous APINextKnowledge Bases