Configure markets
Markets are how you let visitors filter your help center by region. By default every tenant has one market — Global — and that’s enough for many help centers. If you operate in distinct regions whose content differs (return policies, taxes, supported payment methods), enable the markets you care about.
Before you start
- A user role that can edit Knowledge Base settings.
- A rough idea of which regions need their own filter. You can always add or remove markets later.
Steps
- Open Settings → Knowledge.
- Click the Markets and Languages tab, then the Markets subtab.
- Find the Enabled Markets card. You’ll see Global already enabled, with this note: “Only the Global market is enabled. Add regions or countries above to let visitors filter by market.”
- Click into the Add a market… picker. Choose a region (Europe, North America, etc.) or a country (Germany, United States, etc.). Countries appear with their flag for visual scan.
- The market appears as a chip below the picker. Repeat for every market you want to enable.
- To remove a market, click the X on its chip. Global can’t be removed — it’s the always-on baseline.
Your changes save when you add or remove a market. There’s no “Save” button.
Verify it worked
- Open your public help center.
- A market filter appears in the public site’s navigation (placement depends on your layout). The dropdown lists Global plus every market you enabled.
- Switching the filter shows that market’s version of market-specific content in articles and search results, falling back to its region, then Global/shared content.
If the filter doesn’t appear, check that the Region & language selector toggle under Features in your help center’s layout settings is on. The selector sits in the site header, so it doesn’t appear if the header is turned off.
What changes downstream
- Embedding chunks gain a market dimension. Articles can have market-specific embedding chunks. Most article text is shared across all markets by default; market-specific chunks come into play when authors create per-market variations within an article.
- Public search respects the market filter and fallback chain. A customer browsing Germany gets the Germany-specific version when one exists. If there isn’t one, search falls back to Germany’s region version, then to Global/shared content.
- AI agents (Capabilities, voice, web chat) can receive a market hint when retrieving. For example, a conversation tied to a German customer can scope retrieval to Germany first, then fall back to the region, then to Global/shared content.
When to use regions vs. countries
- Group several countries that share policies (Europe-wide return rules) — A region (Europe)
- Differentiate one country with its own rules (DE only) — A country (Germany)
- Cover both — a country with its own page nested inside a region — Both — enable Europe AND Germany
Regions and countries are configured separately, but content resolution is hierarchical: a country-specific version wins, otherwise the visitor receives its region’s version, then Global/shared content. Enabling Europe doesn’t automatically add every country in Europe to the picker, even though an enabled country can inherit Europe’s content.
Common gotchas
- The picker is searchable. Don’t scroll the whole country list — type the name.
- Global can’t be turned off. Even if every article is region-specific, Global stays in the list as the fallback bucket for content that applies everywhere.
- Removing a market doesn’t delete article content. It hides the market-specific filter; any market-tagged content stays in the database and is no longer offered in the public market filter until you re-add the market.