Add your first article to the knowledge base

To add a new article to your knowledge base, follow these steps:

1. Open the Inbox and go to the Knowledge Base (KB) section. Click on the +Create your knowledge base button.
   

2. You can configure the design of your knowledge base by going to the KB settings or directly from the KB page. To configure it on the KB page:

   • Click Next.
   • Provide your site information.
   • Choose a theme color.
   • Review the sample knowledge base based on your entered details. Click Edit your site to start adding categories and articles.
     

3. To add an article, it must belong to a category. Click on the +Add category button.
   

4. Enter the necessary category details, which will be visible internally and help with search and tracking. After filling in the information, click Create category.
   

5. Once a category is created, you can add a new article or new folders within it. You can have up to six levels of folders under one category.
   

6. Select New article and enter the article title. Click Create.
   

7. You can add content to the article using the available editing and formatting tools. You can add images, links, signatures, formulas, and control the formatting. You also have the option to edit article details and SEO to improve the visibility of your document.

8. To edit article details, click Edit article details:

   • Select the visibility as Internal or External. External articles are visible to everyone, while internal articles are only visible to the Inbox team.
   • Add relevant tags to improve searchability.
   • Click Save.
   

9. To edit SEO settings, click Edit SEO settings:

   • Add an SEO-optimized title.
   • Add a description. The meta description, which is the first 160 characters, will be visible to customers when the article appears in search results.
   • Click Save.
   

10. You can choose to Save the article as a draft or Publish it.