Documentation sets

A documentation set is the top-level container holding a complete set of pages. Sets are rows on Brand → Knowledge, next to the brand's knowledge bases — there is no separate Documentation entry in the menu any more.

A brand can hold several documentation sets, and all of them feed the brand's AI. Only one at a time is served at the brand's public web address; the Public site column shows which, as Live or Hidden.

Documentation is a paid module — $19 per month on top of your plan. It is not part of the access a new organisation gets by default. Without it the New button still opens its menu, but the documentation entry inside is greyed out behind a padlock and reads "Documentation — upgrade to add". (On a brand that has neither a knowledge base nor documentation yet, that same wording appears as a disabled button rather than a menu entry.)

Create one from the New button on the Knowledge screen and choose New documentation. It is created with the default name Documentation and drops you straight into its editor.

Delete one from the row's menu. The confirmation names what dies ("12 pages and their categories"), says your AI stops answering from that content immediately, and adds a second paragraph if this is the set currently on your public address — that address will show nothing until you put another one there. It cannot be undone.

The same menu offers Copy to another brand… and Move to another brand…. Both are greyed out while your account has only one brand.

Documentation Settings

Each documentation set has its own Settings page:

Title — the name of the documentation set
Language — the language the content is written in. It decides how your AI searches the text, and it translates nothing. Changing it applies to content indexed from then on; pages already stored keep the setting they were indexed with until you publish them again.
Widgets — the brand's chat widget, if there is one, shown as a button that opens the widget designer. Nothing is attached or detached from here; the Manage on the brand's Knowledge page → link takes you to the screen that does that.

The logo is no longer set per documentation set. It comes from the brand: Brand settings → Brand images → Brand logo. That is one main image plus an optional second version tied to either light or dark mode — deliberately not a light/dark pair, because most logos read fine on both backgrounds and two half-filled slots left one mode empty. The documentation set's own settings page now carries a notice telling you the logo lives on the brand, with an Open Brand settings button.

While a set is not on any brand's public address, its settings page shows "Not publicly available — this documentation is not on any brand's public address, so visitors cannot browse it." Put it on the address from the brand's Knowledge screen, using Show at <your-address> in the row's menu.

Categories

Categories organize documentation pages into logical groups within a documentation set. They provide navigation structure and help users find relevant information quickly.

Category Settings

Categories have simple settings:

Name - The display name of the category
Description - A brief description for category listings

Category Management

Categories are ordered by weight, which determines their display sequence. Use the up/down arrows to reorder categories as needed.

Categories with lower weight numbers appear first. Plan your category order to match user expectations.

Publishing & Visibility

Documentation content can be published or unpublished at both the category and page level, giving you fine-grained control over what content is publicly accessible and available in AI knowledge.

Category Publishing

Categories can be published or unpublished from their settings page. When a category is unpublished:

All pages within the category become unavailable for AI processing
The category disappears from public documentation navigation
Child pages remain unpublished even if the category is later republished

Unpublishing a category automatically unpublishes all child pages and removes them from AI knowledge. Republishing a category does not automatically republish its pages.

Page Publishing

Individual pages can be published or unpublished independently, with these effects:

Published pages: Available in public documentation and processed for AI knowledge
Unpublished pages: Hidden from public view and excluded from AI processing
Parent page dependency: A page cannot be published if its parent page is unpublished

Use the status indicators (green dots for published, red dots for draft, yellow dots for published with unpublished children) in the hierarchy tree and category header to quickly see the publish state of your content.

Bulk Publishing

When working with large documentation trees, you can publish or unpublish multiple pages at once:

From a parent page's menu: Use "Publish all children" or "Unpublish all children" in the three-dot context menu of any page that has child pages. The "Publish all children" option is only available when the parent page itself is already published.
From the category header: Click the three-dot menu next to the category name to access "Publish all pages" or "Unpublish all pages" for all pages in the category. "Publish all pages" requires the category to be published first.
When publishing a parent: After you publish a page that has unpublished children, you'll be prompted to optionally publish the children as well.

When any of the target pages have their own nested children, you'll be asked to choose between publishing direct children only or all nested children (including grandchildren and deeper levels).

Bulk publish only affects pages that are currently unpublished (and vice versa for bulk unpublish). Pages already in the target state are skipped. Only newly changed pages are processed for AI knowledge, keeping the operation efficient.

AI Knowledge Integration

Only published pages in published categories are processed for AI knowledge, and what they feed is the brand's knowledge — the same pool the brand's chat, phone calls, inbox reply suggestions and AI social posts all read from:

Publishing content adds it to the brand's knowledge straight away (it may take a moment to process). No chat widget and no AI agent have to exist for that to happen.
Unpublishing content immediately removes it from the brand's knowledge.
The system prevents publishing pages in unpublished categories.

Each published page becomes one or more searchable pieces, counted in the Indexed column on the brand's Knowledge screen. Those pieces count against your account's indexed-items allowance, which is shared across every brand, every knowledge base and every documentation set.

Public Documentation Behavior

Published content follows these rules in public documentation:

Only published categories appear in the navigation bar
Only published pages are accessible via public links
Unpublished content is completely hidden from external users
Share links for unpublished content will not work

Public Documentation Navigation

When a documentation set is served at a brand's web address, categories appear as a navigation bar below the header when there are multiple categories.

Categories are displayed as a navigation bar below the header when there are multiple categories in a documentation set.

For more details about the public documentation interface, see our public documentation guide.

When a documentation set contains only one category, the navigation bar is hidden for a cleaner reading experience.

Changes to category names or structure can break existing share links. Consider the impact before making significant changes.