Introduction: What Is the Knowledge Base?
The Knowledge Base serves as the central hub for internal documentation in your customer-facing portal. Instead of scattered wikis, email chains, and fragmented resources, your team can create structured documents organized by category, search across all content, and receive AI writing assistance while editing. All pages are white-labelled with your brand identity, logo, and company name, and the portal is responsive across desktop and mobile devices.
Why Use the Knowledge Base?
Unified Documentation Hub
Replace fragmented wikis and email chains with a single, branded, discoverable resource that your entire team can access and maintain.
Searchable and Organized
Documents are grouped by categories and displayed as tiles on the home landing. Full-text search across all published articles makes it easy for team members to find what they need quickly.
AI-Assisted Writing
Get real-time help while authoring documents. The built-in AI Assistant can make content shorter or longer, fix grammar and spelling, improve clarity, or respond to custom prompts—all without leaving the editor.
White-Labelled and Branded
Customize the portal with your company name, logo, and visual identity. The Knowledge Base shares a common design system with other features like Project Tracker, Status page, Changelog, Tickets, and Social Feed.
Version Control and Activity Tracking
Revision history and activity logs track all changes to documents, so you always know who edited what and when.
Creating and Publishing Documents
Creating a New Document
Navigate to the Knowledge Base from Support > Knowledge from the main navigation menu.
Click the button to create a new document.
Enter a title and optional description for your article.
Select a category to organize the document alongside related content.
Begin authoring your content in the rich editor (see "Using the Editor" below).
Save your work as a draft before publishing.
Using the Editor
The Knowledge Base editor is built on Tiptap and supports rich formatting, inline editing, and embedded media.
Formatting and Inline Editing
Format text with bold, italic, underline, and other standard styles.
Swap cells, tags, and select fields inline without leaving the editor.
Paste content with markdown awareness—the editor intelligently converts markdown syntax into formatted text.
Embedding Media
Insert files and videos directly into your documents.
Files appear as downloadable attachments within the article.
Videos play in a lightbox player when clicked, keeping readers engaged without leaving the page.
Custom Fields
Attach tenant-defined metadata to documents, such as "Webhook URL," "API Key," or other custom fields relevant to your workflow.
Mark custom fields as Required or Optional to enforce data quality.
Using the AI Assistant
The AI Assistant is available in the right rail of the editor and can help you refine your writing in real time.
Accessing the Assistant
Click the "Ask AI" bubble menu while editing, or use the slash command
/aito open the assistant panel.
How It Works
The assistant uses Claude Haiku to stream responses directly into your editor.
It reads your current selection or document context to provide relevant suggestions.
After your first prompt, a chat thread appears where you can continue the conversation.
Quick Actions
Use one of four canned action chips for common tasks:
Make shorter — Condense your text for clarity and brevity.
Make longer — Expand your content with more detail and examples.
Fix grammar & spelling — Correct language errors automatically.
Improve clarity — Refine wording and structure for better readability.
Custom Prompts
Type any custom prompt in the footer input to ask the assistant for specific help (e.g., "Rewrite this for a non-technical audience" or "Add a warning about common mistakes").
The assistant integrates with your live editor, so you can accept, edit, or reject suggestions inline.
Empty State and Getting Started
When you first open the assistant, an empty state shows context and suggested actions to help you get started.
Publishing Your Document
Documents flow through a status model: draft → published → archived.
To Publish a Document
Complete your authoring and review in the editor.
Click the "Publish" button to make the document live.
Publishing updates the portal's search index and makes the article discoverable via the home search hero and category tiles.
Managing Document Status
Draft: Your document is saved but not visible to others. Continue editing and refining before publishing.
Published: Your document is live and searchable. Team members can find and read it.
Archived: Your document is hidden from the main portal but retained for historical reference.
Soft-Delete and Restore
If you need to remove a document, soft-delete moves it to a "Deleted Items" drawer where it can be restored later.
Permanent deletion is handled via admin API only.
Revision History and Activity Logs
Every change to a document is tracked in the revision history.
Activity logs show who edited the document, when, and what changed.
Use this information to understand the evolution of your documentation and revert to earlier versions if needed.
Frequently Asked Questions
Can I use the Knowledge Base offline?
The portal requires internet connectivity to search, access AI assistance, and publish changes. Offline authoring is not currently supported.
How are documents organized?
Documents are grouped by categories, displayed as tiles on the home landing. Filtering, tagging, and full-text search help users navigate large knowledge bases.
Can I customize the AI assistant's tone or behavior?
The assistant uses Claude Haiku with fixed prompt templates. Custom system prompts or model selection are not currently exposed in the UI.
What happens when I delete a document?
Soft-delete moves documents to a "Deleted Items" drawer where they can be restored. Permanent deletion is handled via admin API only.
Can I embed videos or files?
Yes. Documents support per-item file downloads and a video lightbox player. Uploads flow through the standard file attachment UI.
Who can publish documents?
Publishing permissions are role-based and configurable per tenant. Default roles include author, editor, and viewer.
Is the Knowledge Base searchable?
Yes. A search hero on the home page supports full-text search across all published articles. Search is indexed and updates on publish.
Best Practices
Structure for Discoverability
Use a consistent category taxonomy across your Knowledge Base. Clear, logical categories make it easier for team members to browse and find related articles. Avoid creating too many categories—aim for 5–10 main categories that reflect your core workflows.
Write Clear, Scannable Content
Use headings, bullet points, and short paragraphs to break up text. Team members often skim documentation, so structure your articles to support quick scanning and easy navigation.
Leverage the AI Assistant for Quality
Use the "Fix grammar & spelling" and "Improve clarity" actions to polish your writing before publishing. The assistant can help you maintain a consistent tone and professional standard across all articles.
Keep Documents Up to Date
Review and update articles regularly, especially when processes or tools change. Use revision history to track when documents were last updated and by whom.
Use Custom Fields for Metadata
Attach relevant custom fields (such as "Last Updated," "Owner," or "Related Articles") to help readers understand the context and authority of each document.
Test Search and Navigation
After publishing, test the search functionality to ensure your articles are discoverable. Use keywords that your team would naturally search for, and refine article titles and content to match common search patterns.
Examples
Example 1: Creating a Sales Process Guide
Scenario: Your sales team needs a centralized guide on your company's sales pipeline and best practices.
Steps:
Create a new document titled "Sales Process Guide."
Assign it to a "Sales" category.
In the editor, structure the guide with sections: Overview, Pipeline Stages, Best Practices, and Common Scenarios.
Use the AI Assistant to refine each section—run "Improve clarity" on technical explanations and "Make shorter" on lengthy paragraphs.
Embed a video showing a live demo of your sales pipeline.
Add a custom field "Last Updated" and set it to today's date.
Publish the document.
Result: Your sales team can now search for "sales process" and instantly access a comprehensive, well-written guide with embedded video examples.
Example 2: Building an API Documentation Article
Scenario: Your engineering team needs to document a new API endpoint for internal use.
Steps:
Create a new document titled "User API Endpoint Reference."
Assign it to a "Technical" or "API" category.
Use the editor to write the endpoint description, parameters, and response examples.
Add custom fields: "API Version," "Authentication Required," and "Rate Limit."
Use the AI Assistant with a custom prompt: "Rewrite this for developers who are new to our API" to ensure clarity.
Embed code snippets and example requests as files.
Publish the document.
Result: New developers can search for "API endpoint" and find complete, clear documentation with examples and metadata.
Example 3: Creating an Onboarding Checklist
Scenario: You want to create a step-by-step onboarding checklist for new team members.
Steps:
Create a new document titled "New Hire Onboarding Checklist."
Assign it to an "Onboarding" category.
Structure the document with phases: Week 1, Week 2, Week 3, and Beyond.
Use inline editing to create a checklist with tasks and checkboxes.
Use the AI Assistant to "Make longer" on sparse sections, adding more detail and context.
Embed links to related articles (e.g., "Company Culture," "Tools Setup").
Add a custom field "Onboarding Owner" to identify who maintains this guide.
Publish the document.
Result: New hires and their managers have a clear, discoverable roadmap for the first month, with links to additional resources.