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Categories

The knowledge base is organized using a hierarchical category structure that allows you to organize your content effectively. Categories can be nested up to 4 levels deep, and articles can be placed at any level within this hierarchy.

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 main knowledge base 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
Sub Categories: 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 (requires the knowledge base to have widgets attached and the category to be accessible).

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
Sub Categories: 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: Article is live and visible to visitors, indexed for search, and available for sharing.
Not Published: Article is saved as a draft, only visible in the dashboard.

When you publish an article, it automatically becomes searchable by your chatbot and appears in visitor-facing navigation.

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 additional languages in your knowledge base settings first.

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: Content must be published AND your knowledge base must have widgets attached. The Share button will be disabled until both conditions are met.

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.

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