Categories

Categories help customers browse your knowledge base and find relevant articles. A clear category structure improves both self-service and AI accuracy.

Creating Categories

1. Go to Knowledge Base > Categories
2. Click New Category
3. Enter a name and description
4. Choose an icon (optional)
5. Set the display order
6. Click Create

Category Properties

Subcategories

Create nested organization:

Billing (Category)
  ├── Payments (Subcategory)
  ├── Invoices (Subcategory)
  └── Refunds (Subcategory)

To create a subcategory:

1. Click on an existing category
2. Click Add Subcategory
3. Enter details and save

Tip: Limit nesting to 2 levels for easy navigation.

Recommended Structure

Most knowledge bases work well with these categories:

Moving Articles

Reorganize articles between categories:

1. Open the article you want to move
2. Click Settings > Category
3. Select the new category
4. Click Save

Or use bulk move:

1. Go to Knowledge Base > Articles
2. Select multiple articles
3. Click Move to Category
4. Choose destination

Category Visibility

Control who sees each category:

Set visibility when creating or editing a category.

Category Analytics

Track performance by category:

• Views - How often the category is browsed
• Article count - Number of articles
• Search clicks - How often search leads here
• AI citations - How often AI references articles

Access analytics at Knowledge Base > Analytics.

Reordering Categories

Change the display order:

1. Go to Knowledge Base > Categories
2. Drag categories to reorder
3. Changes save automatically

Or set explicit order numbers in category settings.

Merging Categories

Combine two categories:

1. Go to the category you want to remove
2. Click Settings > Merge
3. Select the destination category
4. All articles move to the destination
5. Original category is deleted

Deleting Categories

Remove empty categories:

1. Move or delete all articles first
2. Go to category settings
3. Click Delete Category
4. Confirm deletion

Note: Categories with articles cannot be deleted directly.

Best Practices

• Keep it simple - 5-10 top-level categories is ideal
• Use customer language - Match how they describe topics
• Review quarterly - Reorganize as your product evolves
• Check empty categories - Remove or populate them
• Balance article count - Avoid one huge category