The Knowledge Base (Support > KB) is both a public help center and the source Cortex uses to answer chat. Article quality directly determines deflection.
Writing articles
- 1Open Support > KB and click New article.
- 2Give a title that matches how customers phrase the problem.
- 3Write short sections with steps; add screenshots where helpful.
- 4Assign a category and set visibility: public or internal only.
- 5Publish; the article becomes searchable in the help center and available to the AI.
Branding the help center
- Support > KB > Design edits KbSettings: brandName, logoUrl, primaryColor, secondaryColor.
- welcomeHeading and welcomeSubtext set the hero; heroStyle is gradient, solid or minimal.
- headerLayout is center or left.
- customDomain (for example help.acme.com) serves the center on your own URL.
- showPoweredBy toggles Limnn attribution.
Keeping it healthy
- Review searches with no results and write those articles.
- Convert frequent macros into articles.
- Unpublish stale content; the AI will otherwise quote it.
Internal-only articles are never shown to customers or used to answer public chat.