Publish articles
Dashboard → Knowledge base → create categories and articles for the site.
Developer documentation
Knowledge Base
Publish help articles, host a public help center, surface KB in the chat widget, and power AI RAG replies.
Dashboard: Dashboard → Knowledge base
Publish help articles, organize categories, and give visitors self-service answers inside the chat widget and on a public help center website. Power AI replies with knowledge-base RAG on Pro and Enterprise plans.
Public help center
Each website in your organization gets a hosted help center with SEO-friendly article pages, category navigation, and search.
- URL pattern:
https://www.wiretalk.tech/help/{site-slug}(or your custom KB domain on Scale) - Visitors browse categories and search articles without logging in
- Articles support rich text, headings, links, and embedded media
- Draft vs published states — only published articles appear publicly
Scale (Enterprise): Map a custom domain (e.g. help.yourbrand.com) in site settings for fully branded self-service.
Knowledge base in the chat widget
Surface articles before or during a chat so visitors find answers without waiting for an agent.
Enable in widget
Widget Settings → enable the Help / KB tab so visitors can search articles from the launcher.
Escalate to chat
If an article does not help, visitors start a live chat with context — agents see what they already read.
AI + knowledge base (RAG)
On Pro+ plans, Wiretalk can ground AI auto-replies and agent suggestions in your published articles instead of generic model knowledge.
- Connect your LLM provider in Dashboard → AI settings (OpenAI, Gemini, Groq, OpenRouter)
- Enable KB RAG so replies cite your help content
- Combine with keyword bots and data lookup for order-specific answers
See the full AI reply guide for provider setup, tone controls, and human handoff.
Import from your website
Skip manual article entry — run Sync KB & bot from Organization → Sites to crawl your public website and auto-create KB articles, bot replies, and canned responses.
Managing articles
Categories
Group articles by topic (Billing, Getting started, Troubleshooting). Reorder categories for the help center nav.
SEO
Each article has a URL slug and meta description for search engines. Keep titles clear and actionable.
Multi-site
Each website has its own KB. Growth supports up to 5 sites; Scale supports unlimited sites with separate help centers.
Analytics
Track which articles visitors open from the widget and help center to improve self-service content over time.
API & integrations
Manage KB content from the agent dashboard today. Public REST API endpoints for articles are on the roadmap — use webhooks and the agent API for custom workflows in the meantime.
- Agent dashboard: Dashboard → Knowledge base (CRUD for categories & articles)
- Widget API serves published articles to the embedded help tab
- AI RAG indexes published article text automatically when enabled