Knowledge Base

Overview

The knowledge base is the public page where customers read the articles you have published. It is served on your brand's own web address, under /k, and it works whether or not the brand has a chat widget.

Your brand's address

Served at <your-brand-address>.yaplet.help/k. The address belongs to the brand.

Full-text search

Visitors search article titles and article text, with the matching words highlighted.

Multi-language

Serve articles in several languages, with a switcher in the header.

Article ratings

Visitors tell you whether an article answered their question.

The web address

Your knowledge base is served at:

https://<your-brand-address>.yaplet.help/k

A brand can have a web address of the form <name>.yaplet.help, and you set it at Brand → Brand settings → Public address. A brand that has not been given one yet shows a This brand has no web address warning on its Knowledge screen, with a button through to Brand settings.

No chat widget is needed. A brand can serve a public knowledge base with no chat bubble anywhere, and deleting the chat widget does not take the knowledge base down — the pages simply lose the bubble. Deleting one is not harmless elsewhere, though: it permanently destroys that widget's conversations, messages, events, visitors and session replays, and it takes the public Shareboard at /s offline, because both the roadmap board and the page styling come from the widget. Read Chat widget before you delete one.

Renaming the address moves every public link at once: the old <name>.yaplet.help stops working and the new one starts. Links people have already saved — in emails, in search results, on your own site — break, and the old address is released, so another organisation can claim it. That is why the change asks you to confirm it, and why it cannot simply be undone. Links that the AI writes into its own answers do not break: those are built from the address the brand has at the moment it answers.

Choosing which knowledge base is served

Everything the brand's AI can read is listed on Brand → Knowledge, in two zones. Only the upper table — the brand's knowledge bases and documentation sets — carries a Public site column, reading Live or Hidden. Everything in the lower zone (uploaded files, website pages, Q&A entries and API tools) feeds the AI only; it never goes to a public address, so it has no such column.

A hidden row's menu offers Show at <address>.
A live row's menu offers Visit the live page and Take down from the public site.

A brand serves one knowledge base at a time. Putting one up automatically takes the previous one down. The one that comes down is neither deleted nor forgotten by the AI — it just stops being reachable at the address.

This is a different decision from publishing. Publishing is the switch on an individual article or category: it decides whether that item exists publicly at all and whether the AI can read it. The Public site column only decides which knowledge base visitors reach at your address.

Page structure

Home page

The header carries your logo, the question "How can we help?" and a large search bar. Below it, top-level categories are shown as cards with:

Category name
How many sub-categories and articles it holds
Its description, trimmed to three lines

Category page

Opening a category shows what is inside it:

Sub-categories as cards, each with its own counts and description
Articles listed with a document icon and title
Breadcrumb navigation back up the tree

Categories can be nested, so you can organise content hierarchically (for example Getting started > Account setup).

Article page

Each article shows:

The full breadcrumb trail
The article title and its formatted content
Related articles from the same category
A rating box where visitors give feedback
An image viewer that opens a fullscreen carousel when a visitor clicks any image

Search

The search bar sits in the header on every page. As visitors type, a dropdown appears:

Top Articles when the box is focused but still empty — the first five published articles in the order you arranged them
Search results as they type — one list, with articles matched on their title first and articles matched on their text after them. A text match shows a short excerpt with the matching words highlighted; a title match highlights the words in the title instead

Typing is debounced by 500 milliseconds, so results settle instead of flickering on every keystroke.

Languages

Each knowledge base has one language it is written in, plus any extra languages you add to it. When there is more than one, a language switcher appears in the header and the address changes with it:

https://<your-brand-address>.yaplet.help/k/en    → English
https://<your-brand-address>.yaplet.help/k/es    → Spanish

The language in the address is checked on load. A visitor who lands on a language this knowledge base does not have is sent to its main language.

Branding and styling

The logo in the header is the brand's logo, set at Brand → Brand settings → General → Brand images → Brand logo — the same logo used on the public documentation site and the public roadmap. If the brand has no logo, the chat widget's own logo is used instead; if there is neither, the header shows the words "Knowledge Base".

The colours come from the brand's chat widget: backgrounds, text, borders, buttons and accents all follow what you set under Brand → Chat widget → Appearance. A brand with no chat widget gets the default styling.

Changing the widget's colours updates the knowledge base at the same time — there is nothing separate to configure.

The chat widget on these pages

When the brand has a chat widget, it is embedded on the knowledge base pages, so visitors can start a conversation at any time. Two more things follow from having one:

The widget's own help tab shows whichever knowledge base is on the brand's address, so visitors can browse and read articles without leaving the chat.
The widget can show a link to your Documentation site at the top of that help tab. The switch is Link to Documentation, under Brand → Chat widget → Features.

What the AI answers from

Publishing an article is what puts it into the brand's AI knowledge, and it happens immediately — no chat widget and no AI agent have to exist for it. Unpublishing takes it back out.

What the brand's AI answers from is everything on its Knowledge screen, not just the knowledge base that happens to be on the public address. A knowledge base you have taken down still feeds answers in chat, on phone calls and in the inbox's suggested replies.

Article ratings

Each article ends with a rating box asking "Did this article answer your question?", with three buttons:

Rating	Icon	What it means
Positive	😁	Yes, it helped
Neutral	😐	It was okay
Negative	😞	No, it didn't help

The buttons lock after one click, so a visitor rates an article once per page view. Use the totals to find the articles that need rewriting.