Knowledge base
From zero to a first article
Section titled “From zero to a first article”- Settings → Knowledge base → Module on. A portal appears at
help.rolchat.com/{account-slug}. - Appearance: logo, accent colour, welcome heading. The preview updates live.
- Domain (optional): enter
help.yourcompany.com, add a CNAME toportal.rolchat.com, press Verify. - Categories: create the sections (for example Getting started, Billing, Troubleshooting).
- Write an article and publish it.
- Open the portal and search for it.
Everyone can write drafts and edit their own; Managers and above edit others’ articles, publish, archive and manage categories; Admins delete, review and change portal settings.
Articles
Section titled “Articles”The editor supports headings, lists, tables, images (up to 10 MB), callouts, code, embedded video and links between articles. Each article has a category, tags, SEO title and description, visibility (public, or internal for agents only), and a status: draft, in review, published, archived.
An article can exist in several languages. The portal shows the visitor’s language when a translation exists and falls back to the default; a language strip lets readers switch. Translations can be written by hand or drafted with your AI provider.
Categories
Section titled “Categories”Nested categories with an icon, description, order and visibility. Featured categories are highlighted on the portal home.
The public portal
Section titled “The public portal”One responsive template for every customer, controlled by two dozen toggles in Settings → Knowledge base → Portal: hero text and search, featured categories, category numbering and article counts, popular this week, breadcrumbs, related articles, helpful votes, contact channels in the footer, the live chat button, the language strip, and whether the RolChat footer is shown (white-label plans can hide it).
Search is full text across articles with typo tolerance and returns results in the reader’s language first. The 404 page is styled to match and suggests search. Every portal page passes WCAG 2.1 AA and is indexable by search engines unless you mark the portal private.
The portal is edited in place: open Knowledge base → Portal, click any block on the canvas, adjust it in the inspector, and publish the draft when it looks right.
Custom domain
Section titled “Custom domain”Add the domain, create the CNAME, verify. TLS is issued automatically. Path-based access on help.rolchat.com/{slug} keeps working alongside the domain.
Articles in conversations
Section titled “Articles in conversations”The right panel of every conversation has a knowledge base search. Insert link drops a formatted link into the composer; Open shows the article. In the widget, while a visitor types, the top three matching articles appear above the composer; a visitor who finds the answer can say so, which counts as a deflection in Reports.
Gap detection
Section titled “Gap detection”With an AI adapter connected, questions that got low-confidence answers are clustered and turned into draft articles in the review queue, so that the knowledge base grows from what customers actually ask.