Knowledge Base: Getting Started

This guide walks you through writing your first knowledge base article and publishing it. By the end you'll have a published article that Kit can use when it drafts replies. Kit is LittleDesk's AI assistant. Takes about 10 minutes.

ℹ️ Note: A public help center where customers read your articles is not available yet. Your published articles are already in use, because Kit reads them when it drafts replies. The Help center card at the top of the Knowledge Base page shows its status.

Before you start

• You're signed in as an admin or agent.

Steps

1. Open the knowledge base. Click Knowledge Base in the sidebar, then click New article.
2. Write the article. Give it a Title that matches what a customer would ask. Write the article under Content. The editor starts in Rich mode. Click Markdown if you'd rather write in Markdown. Use headings, lists, and links to keep it easy to scan.
3. Pick a category. Choose a Category to group the article with related ones. If you don't have one yet, pick + New category… from the dropdown and type a name.
4. Set the audience. Under Audience, choose who the article is for. Everyone is for anyone once your help center is open. Logged-in customers is for signed-in customers, but customer sign-in is not built yet, so only your team can read it. Staff only is for your team and never appears on the help center.
5. Let Kit use it. Leave Let Kit use this to answer ticked if Kit may draw on the article when drafting replies. Untick it for articles Kit should not use. Choosing Staff only unticks it, so tick it again if Kit should use a staff article.
6. Publish. Set Status to Published, then click Create article. Nothing is saved until you click Create article. Kit does not use drafts.

You're done

Your article is published and appears in the article list. If Let Kit use this to answer is ticked, Kit can use it when drafting replies.

Next steps

• Knowledge base how-to guides
• Getting started with LittleDesk