Your knowledge base is a self-service help center where customers can find answers without contacting support. It also powers Support Station's AI agent, enabling automated responses based on your documentation.

What Is a Knowledge Base?

A knowledge base is a collection of help articles organized into categories. Customers can:

Browse categories to find relevant topics
Search for specific answers
Chat with your AI agent (powered by your articles)
Submit support tickets when they need more help

Why Knowledge Base Matters

For Customers

24/7 access - Get answers anytime, without waiting for support hours
Instant results - Find solutions in seconds instead of waiting for responses
Self-service - Many customers prefer finding answers themselves

For Your Team

Reduced ticket volume - Customers resolve issues before creating tickets
Consistent answers - Everyone gets the same accurate information
Agent efficiency - Link to articles instead of rewriting explanations
AI enablement - Your articles power the AI agent's responses

Knowledge Base Components

Articles

Individual help documents covering specific topics. Each article has:

Title
Content (supports rich formatting)
Category assignment
SEO metadata
Published/draft status

AI Chat

An AI-powered chat interface embedded in your knowledge base. It answers questions using your published articles as the source.

Your Knowledge Base URL

Every organization gets a knowledge base at:

your-org.supportstation.io/kb

On Standard plans and above, you can use a custom domain like:

help.yourcompany.com

Configure your custom domain in Knowledge Base > Settings > Custom Domain.

Knowledge Base Limits by Plan

Plan	Article Limit
Free	25 articles
Starter	100 articles
Standard	Unlimited
Pro	Unlimited
Enterprise	Unlimited

Getting Started

1. Plan Your Structure

Before writing, plan your categories:

What topics do customers ask about most?
How do they think about your product?
What's a logical progression from simple to advanced?

2. Create Categories

Go to Knowledge Base > Categories and create your top-level categories. You can add subcategories later.

3. Write Core Articles

Start with the articles that will have the highest impact:

Frequently asked questions
Getting started guides
Common troubleshooting steps

4. Enable AI Chat

Once you have 5-10 published articles, the AI chat becomes useful. It will answer questions based on your content.

5. Share Your Knowledge Base

Add links to your help center:

In your app's navigation
In email signatures
In your support widget
On your website footer

Content Best Practices

Write for Scanning

Customers scan for answers. Make content easy to scan:

Use clear headings
Keep paragraphs short
Use bullet points and numbered lists
Highlight key terms

Answer Real Questions

Write articles that answer actual customer questions:

"How do I reset my password?"
"Why am I getting this error?"
"What payment methods do you accept?"

Keep Articles Focused

One topic per article. If an article covers multiple things, split it up. This helps:

Customers find specific answers faster
AI give more precise responses
You track which topics get views

Update Regularly

Schedule regular reviews to:

Update outdated information
Add new features and changes
Improve articles with low helpfulness ratings