Setting up your KB

In this video, I’m going to show you how to set up and completely customize your tawk.to knowledge base. Let’s get started!

Log in to the tawk.to dashboard.

In the upper menu, you will see a book icon. This is how you can quickly access your knowledge base. Make sure you have selected the correct property from the top and then click ‘Knowledge Base.’ Let’s get started!

Your knowledge base will need a name, so let’s title this one “KB Demo Help Center,” and you can choose a subdomain. So, for this one, it’s going to be kbdemo.tawk.help. And our default language will be set to English. The next step is to upload your logo. So in the middle of the screen, click on the option to upload your logo. Select a logo on your computer and click open. You can also set your primary color and the font style of your choice. But don’t worry, this can all be customized later. Once you’ve done that, you’ll have access to the main ‘Knowledge Base’ menu where you can customize your knowledge base.

So the knowledge base name is just for your benefit and it’s not something that will show on the website. The status is whether it’s active or inactive. Over here, we’ve already uploaded our logo, but you can edit your logo at any time. Or you can remove it.

Here, you can create the knowledge base subdomain. We’ve created it in the previous step and it’s kbdemo.tawk.help. So, if I click on that link, it would take me to my knowledge base. You can change this. You could have kbdemo10000 and click ‘Save’ to change the URL. The only time you won’t be able to make changes is if someone else has already selected the subdomain — if it’s already in use.

You can also customize your domain to white label your knowledge base and remove tawk.to from there.

The ‘Favicon’ is what appears in your browser tab to the top-left, so you can upload an image there. Just make sure it’s compliant with the regulations of size.

The ‘Header Banner’ is what appears on the top of your knowledge base, and you can upload an image or you can change the style in the menu here. You’ve got a number of different options there. Once you’ve selected your style, just click escape (the ‘X’ in the upper-right corner).

The ‘Social Media Banner’ is the image that will appear when you share the URL with other people on social media or in messaging applications like Slack or WhatsApp. It’s the little image that gives a preview. So you can upload one from your desktop. Scrolling down … Your ‘Browser Title’ is the title that will appear on the browser tab. The ‘Meta Description’ is the description that will appear in search engines. Your Heading is the heading of your knowledge base, and you can set up a subheading as well.

To set up your knowledge base in multiple languages, click on ‘Languages’ in here and you can see that you can add a number of different languages. Let’s go ahead and add Italian as well. Once you’ve selected them, you can either activate or deactivate them. Press escape (the ‘X’ in the upper-right corner), and you have an option here to select the default language for your knowledge base.

The ‘Show Ticket Submission Form’ allows people to create a ticket from your knowledge base, so if they can’t find the information, they can create a ticket directly from that page there as well.

The ‘KB Appearance’ is where you can find the color that you set your knowledge base in and the font as well. Remember, we set these both up in the previous menu, but we can customize that moving forward.

The ‘Feedback’ option allows you to receive feedback on articles and you can customize that feedback. You can set it up in four different ways: thumbs up/thumbs down, happy or smiley face, yes or no.

To the right, the ‘Cards Layout’ is how you want your categories to be set up — whether you want them to be set up in a block format or as a list.

The next option here is where you can add the URLs to your social media channels and accounts. You also have the option to add customized links to your knowledge base. You can see it showing up in multiple languages as well, so depending on which language the knowledge base is set for, you can set up multiple links.
So if you wanted to, you could link people back to Google by simply adding the Google URL in there and clicking ‘+ ‘Add Link.’

You can also add your chat widget to the page as well. So you can set up your default chat widget and you would have to set this for each language you have as well.

And our knowledge base allows you to set up Google Analytics Tracking. You just need to find your Google Analytics Tracking ID from your account and upload the tracking ID here.

That’s it! You’re all set! Now your knowledge base is ready to be populated with content and articles and FAQs.

Learn more: 

Setting up your Knowledge Base

Setting up your Knowledge Base

Here is a video showing you setting up your Knowledge Base.