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Not every question needs a conversation. The knowledge base puts your answers on the widget’s Home screen and in its own Knowledge Base tab, where a visitor can search and read them without ever opening a chat.

Open the knowledge base

Chat agents → your agent → the Knowledge base tab
It lives on the chat agent, not on the account. That is deliberate — two agents can serve two different products — but it means two things follow from it: a second widget pointing at the same agent shows the same content, and changes go live when you publish the agent, like anything else on the version.

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Two Kinds Of Entry

FAQ

A question and a short answer. For things with one right answer, read in one glance.

Article

A title and a body in Markdown. For anything that needs steps, headings or a list.
An entry with no question (or no title) is dropped on save rather than stored — a blank row renders as nothing useful, and finding a mysteriously empty entry in the widget later is worse than losing an edit you had not finished.

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Writing Articles

Article bodies are Markdown, rendered client-side in both the dashboard preview and the widget. Headings, lists, bold, links and code all work.
Markdown is rendered, never raw HTML. Nothing authored here can inject a script into the widget or into your dashboard.

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What The Visitor Sees

  • Home shows a few entries with a View all, alongside your greeting and the two chat actions.
  • Knowledge Base is the full list, with search.
  • Opening an entry shows it in full, with Was this helpful? at the bottom.
Search runs in the browser. The whole knowledge base is fetched once, when the visitor actually opens that tab, and never again — so several hundred entries cost nothing to a visitor who only wanted to chat.

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How It Relates To The Flow

They are separate. The knowledge base is not searched by your flow, and an AI card does not read from it — an AI card knows what its instructions and its functions tell it. If you want the assistant to answer from this content, put the content in the card’s instructions, or write a function that looks it up in your own system.
The two work well together in one place: link an article from a flow message. A [text](url) link in any card’s message is live in the widget — see rich text.

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Worth Knowing

  • It is readable without an active Widgets subscription — reading is always allowed; only starting or continuing a conversation is gated. See Troubleshooting.
  • Responses to Was this helpful? are recorded against the entry.
  • There is no folder or category structure, and no per-entry ordering beyond the order you put them in.

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Next Steps

Appearance and hours

Branding, greeting, rich text

Create a chat widget

Agent, flow, publish, widget