The Knowledge Base (KB) is your library of help articles. It powers both your customer-facing help center and Bramble AI's responses.
Overview
Knowledge Base articles serve multiple purposes:
- Help Center - Public articles customers can browse
- Bramble AI - Source material for AI responses
- Agent Reference - Internal documentation for your team
- Widget Suggestions - Articles suggested to customers in chat
Creating Articles
Article Properties
| Field | Description |
|---|---|
| Title | Clear, searchable headline |
| Content | Rich text article body |
| Category | Grouping for organization |
| Status | Draft or Published |
| Visibility | Public, Internal, or AI-only |
| Slug | URL-friendly identifier |
Writing Effective Articles
- Clear titles - Use questions customers would ask
- Step-by-step - Break complex topics into numbered steps
- Screenshots - Add images to illustrate UI elements
- Keywords - Include terms customers might search for
- Keep current - Update articles when features change
Article Editor
The rich text editor supports:
- Headings (H2, H3, H4)
- Bold, italic, underline
- Bulleted and numbered lists
- Links and buttons
- Images and videos
- Code blocks
- Tables
- Callout boxes (info, warning, tip)
Categories
Organize articles into categories for easy navigation:
- Go to Knowledge Base → Categories
- Create categories like "Getting Started", "Billing", etc.
- Assign articles to categories
- Drag to reorder categories and articles
Visibility Settings
| Setting | Description |
|---|---|
| Public | Visible in help center, widget, and used by Bramble AI |
| Internal | Only visible to your team, not customers |
| AI Only | Not shown in help center but used by Bramble AI |
Bramble AI Integration
Knowledge Base articles are automatically indexed for Bramble AI:
- Published articles are indexed within minutes
- Bramble uses article content to answer customer questions
- AI responses include links to relevant articles
- View which articles Bramble cites in the AI Insights panel
Search & Analytics
Article Search
Customers can search your knowledge base:
- Full-text search across all articles
- Category filtering
- Suggested articles based on query
Analytics
Track how articles perform:
- Views - How often articles are read
- Helpful Votes - Customer feedback on usefulness
- Search Terms - What customers search for
- AI Citations - How often Bramble references each article
Help Center
Your public help center is automatically generated from KB articles:
- Available at
help.yourdomain.com - Customizable branding and colors
- Search functionality
- Category navigation
- Contact form for escalation