Knowledge Base

Tags, roles, and sections all group articles in different ways. Tags describe content. Sections present articles. Roles control who sees what. Pick by what you're trying to do.

The 17 blocks available in the Knowledge Base layout builder, what each one does, and the block-specific settings you can configure.

Atender Knowledge Base articles have four statuses. Each controls whether the article is visible publicly, indexed by AI, and surfaced in the editor's review queues.

A two-week plan to launch a Knowledge Base from zero — categories, the first 25 articles, branding, custom domain, and AI agents pulling from it.

The editor has an AI write helper that drafts an article from a title and a few notes. It speeds up first drafts; it doesn't replace your review.

Roles in the Knowledge Base are browsing-visibility tags. Tag an article with a role and only visitors viewing that role see it on the public help center. Roles do not bias AI retrieval.

Map your help center to a domain like help.example.com. You configure the host in Atender, add a DNS record, and the SSL certificate provisions automatically.

Generate an API key with knowledge:write, ensure the category exists with POST /api/v1/kb/categories, then POST or PATCH the article with /api/v1/kb/articles. Embeddings rebuild on the server.

Categories are the top-level buckets on your help site. Subcategories are an optional second level. Both are created from the Knowledge Base's category tree.

Protect terms that should never be translated, or specify how a term translates in a particular language. Useful for brand names, product names, and locale-specific terminology.

Add a language in Settings → Knowledge → Markets and Languages. The first translation jobs queue automatically. Flip the status to Active when translations are ready.

Open Settings → Knowledge → Design, drag blocks onto each page (homepage, category, article), edit each block's settings, and save. The public site updates within seconds.

Open the Knowledge Base, pick a category, click New article, and write. Status, summary, and category are required; everything else can be filled in later.

Open Settings → Knowledge → Sections, click New section, choose between rule-based auto-fill or a manual article list, and save.

Upload your logo, set primary and accent colors, configure light and dark themes, and choose the favicon and Open Graph image — all from Settings → Knowledge → Design.

Select multiple articles in the article list and apply a status change, category move, or archive in one click.

An article that exists but doesn't show up in search is almost always one of five things. Walk through the list before assuming the search is broken.

The Knowledge Base is your public help center — a place customers self-serve answers, and the same place your AI agents read from when they answer for you.

Sections are an alternative way to group articles — separate from categories. Use them for "Most popular", "For developers", "Recently updated" lists that cut across your category structure.

Write articles in your default language. Atender translates them into every active language automatically. Protected terms stay untranslated. Customers see the language their browser prefers, with a manual override.

Atender's KB search blends keyword matching with semantic vector search. The same retrieval pipeline powers the public help-center search box and AI agents like Sidekick, Web Chat, and voice.

Your public help center is built from blocks dropped onto a layout. Each page — homepage, category, article — has its own block stack, drag-and-drop in the layout builder.

Atender exposes a stable v1 API at /api/v1/kb/* for managing your Knowledge Base from outside the in-app editor. Use it for doc-as-code pipelines, automated content imports, or sync with another system.