Knowledgebase
The knowledgebase is your reusable help library. Write an article once, then use it inside Discord tickets, support flows, AI answers, and, on eligible plans, a public web knowledge base.
Where articles appear
Every article lives in the same dashboard library. Its visibility decides where people can see it.
| Surface | How it is used | Notes |
|---|---|---|
| Discord tickets | Staff run /kb and select a published article. |
The bot posts the article as an embed with pagination when needed. |
| Support flows | A Knowledgebase node sends an article during an automated flow. | Useful for guided answers and common resolutions. |
| AI context | AI replies ground in published articles, alongside approved AI memory: the AI flow nodes, auto-replies, and staff drafts in the ticket viewer all retrieve from them. | AI features are Pro. See AI Control. |
| Public portal | Public articles appear on a web knowledge base at /kb/{serverId}. |
Included with Community and Pro; setup lives in the portal guide. |
One library, multiple outputs
You do not maintain separate internal and public copies. Title, description, tags, keywords, and pages stay in one article; visibility controls where the article can be seen.
Article model
An article has metadata for discovery and one or more embed pages for the answer itself.
| Field | Purpose | Limit |
|---|---|---|
| Title | The article name. Required. | 256 characters |
| Description | Short summary used in lists and search. | 500 characters |
| Tags | Labels for filtering, grouping, and scoped AI context. | 10 tags |
| Keywords | Search and auto-matching terms. | 20 keywords |
| Published | Controls whether the article can be sent or shown. | On/off |
| Pages | Discord embed pages that hold the actual content. | 25 pages |
Tags and keywords are stored lower-cased. Tags are best for broad grouping, while keywords are best for alternate search terms and phrases users might type.
Pages
Each page is a Discord embed with a required description and optional presentation fields.
| Page field | Notes |
|---|---|
| Color | Hex color, defaulting to Discord blurple #5865F2. |
| Title | Optional heading for that page. |
| Description | Required body content, written with Discord markdown. |
| Thumbnail and image | Optional public image URLs. |
| Fields | Up to 25 name/value pairs, each with an inline toggle. |
| Footer | Optional footer text and icon. |
Multi-page articles automatically get pagination controls and a page number in the footer when the bot sends them.
Visibility
New articles start as internal-only. Change visibility when an article should also be available from the web portal.
| Value | Editor label | Who can see it |
|---|---|---|
INTERNAL |
Internal Only (Discord Bot) | Discord only, through /kb, flows, and AI context. |
PUBLIC |
Public (Anyone) | Anyone on the public portal. |
MEMBERS_ONLY |
Members Only (Discord Server) | Portal visitors signed in with Discord who belong to your server. |
ROLE_RESTRICTED |
Role Restricted | Signed-in portal visitors with one of the selected Discord roles. |
When visibility is not internal, the article can also use portal-only fields: category, URL slug, restricted roles, featured order, and optional custom markdown for the web version.
Categories
Categories organize public articles on the portal. A category has a name, slug, optional emoji or icon, display order, and public toggle.
An article can point at one category. If the category is not public, it does not appear as a public portal category even if the article is otherwise visible.
Permissions
Two dashboard permissions control the knowledgebase.
| Permission | Allows | Default roles |
|---|---|---|
viewKnowledgebase |
Open the knowledgebase, read articles, and view analytics. | Managers and Support Staff |
manageKnowledgebase |
Create, edit, delete, manage categories, and open KB settings. | Managers |
The KB Editor add-on role grants manageKnowledgebase without making someone a Manager. See Permissions for the full role model.
Ticket use is staff-only
Inside a ticket channel, only support staff for that ticket's category can run
/kb to post an article. The article must also be published.
Plan gates
| Capability | Free | Community | Pro |
|---|---|---|---|
| Internal KB articles | Limited by plan | Yes | Yes |
/kb command and Knowledgebase flow node |
Yes | Yes | Yes |
| Public web knowledge base | No | Yes | Yes |
| Custom KB domain and custom CSS | No | No | Yes |
| Branding removal | No | No | Yes |
| KB articles as AI context | No | No | Yes, for AI replies, drafts, and AI nodes |
Organization plans provide Pro-level server features to their member servers. Exact limits and prices can change, so use the pricing page for current numbers.