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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://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.

1

Publish articles

Dashboard → Knowledge base → create categories and articles for the site.

2

Enable in widget

Widget Settings → enable the Help / KB tab so visitors can search articles from the launcher.

3

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.

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