Creating a knowledge base article takes a handful of steps. By the end you will have a published article that visitors can read and that your AI can answer from.
On the free plan, or on modules only? You can write knowledge base articles either way. Free and module-only accounts share one content allowance: 250 indexed items across the whole account — an indexed item is a block of content your AI has stored, so one long article is usually several of them, and documentation pages, uploaded files, website pages and question-and-answer entries draw from the same 250. See the Free plan limits article for the full picture.
1. Open your knowledge base
Go to Brand → Knowledge. Your knowledge bases are the rows in the upper table — click one to open it. To start a new one, use the New button above the table and pick New knowledge base. It is created straight away with a default name, and you land in the editor. (New to that menu? See what a brand is in Yaplet.)
The first knowledge base you create in a brand automatically goes onto that brand's public web address. Any later ones start out Hidden — they still feed your AI, but nobody can browse them until you put one on the address.
2. Navigate to a category
Articles always live inside a category. Click an existing category to open it, or create one with New Category on the knowledge base's own page. You can nest categories up to four levels deep — see how to organize categories for details.
3. Create the article
Inside the category, click New Article. The article editor opens.
4. Fill in the basics
- Title — required. Shown as the article's heading in the widget and on the public page. Keep it short and specific: "Reset your password", not "Password information".
- Description — one or two sentences. Shown in search results and on article preview cards. Think of it as the article's elevator pitch.
5. Write the body
The body editor is a rich-text editor — similar to a word processor. Use headings to break the article into sections, bullet lists for parallel items, and numbered lists for steps. See Use the rich-text editor for a full guide to the formatting options.
6. Publish
When you are ready, turn the Published switch on and save. The article is now:
- Added to your AI's knowledge immediately — no AI agent and no chat widget needed. Editing and saving it again re-indexes just that article; switching Published off removes it from the AI again.
- Visible on your brand's public web address, if this knowledge base is the one currently on that address.
- Visible in the chat widget's Help tab, under the same condition.
You can unpublish at any time to take the article offline without deleting it. If your account has already used all 250 indexed items, the editor will not let you publish at all: the Published switch is greyed out, with the reason written under it — "You have used all 250 of 250 indexed items on the free plan. Unpublish something or upgrade to publish this article." Unpublish some older content or upgrade, then come back and turn the switch on.
Next up: learn how to format your article with headings, images, and tables.