Knowledge base settings
The Knowledge base page is where you manage your knowledge base, including turning it on and off.
The knowledge base is the hosted platform for your articles, which you create and manage from Articles, in the left-hand navigation drawer.
To access the knowledge base settings, navigate to Settings > Knowledge base. You’ll be taken to the knowledge base manager, where you can enable (toggle ON) or disable (toggle OFF) the widget as required.
Click Edit to configure how the knowledge base looks, it’s header and footer content, domain and SEO settings, and translations.
Style
The knowledge base includes a homepage, which is what visitors first see when they visit your knowledge base. Here you can customize the look of the homepage to suit your branding.
Add logos and background images to the header and footer, and set the knowledge base colors and font family.
Content
The Content section allows you to customize the text and links on the knowledge base homepage.
Add key links to the hero (header) and footer sections, such as your website’s homepage, and contact, terms, and privacy statement links.
Use the re-order icon to click and drag links change their order.
Settings
At Domain, if you have a custom domain you can set it to host your knowledge base.
NOTE: Your custom domain must match a valid custom domain you have added in Ortto.
Learn more about adding custom domains.
At SEO, write a page title and page description to suit your branding and SEO preferences. The page description will be used as the content for your knowledge base home page’s <meta name="description"> tag (each article can have it’s own description).
Upload a favicon and social image to represent your brand.
If you are hosting your knowledge base on your own domain, you can add custom code to the <head> element of your knowledge base homepage at Page head code injection. Here you can add things like scripts for third-party analytics tools, CSS stylesheets, and custom font files.
Feedback
You can choose how you want to handle customer feedback: start a conversation with an agent or simply record the feedback.
- Just submit the feedback — This option will record the feedback submission, which you can find when you view the article in Ortto, at the Feedback tab.
- Submit the feedback and create a Talk conversation — This option will, when a customer types their feedback message and clicks Submit, start a conversation. The Talk agent will be able to view both the feedback message and a link to the article in question. These conversations and the feedback message can be found when you view the article in Ortto, at the Conversations tab.
NOTE: To enable starting a conversation when a customer submits feedback, you need to have Talk enabled, which includes having the Talk messenger widget displayed on the page that hosts your knowledge base.
Translations
If you have translations enabled in your account (at Settings > General > Language), you can configure your knowledge base to automatically translate the homepage content into selected languages.
When you enable (toggled ON) auto-translate, Ortto’s AI will provide relevant translations for articles and categories. If the automatically translated text is not suitable, you will be able to manually translate it.
If you have auto-translate disabled (toggled OFF), you can write your own articles, and category titles and descriptions, from scratch in the relevant language.