Knowledge Base
The knowledge base is your reusable help library. Write an article once, then use it inside Discord tickets, support flows, AI answers, and, on Community and Pro, 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 |
|---|---|
| Discord tickets | Staff run /kb and pick a published article. The bot posts it as an embed, with page controls when it has several pages. |
| Support flows | A Knowledgebase node sends an article during a flow, for guided answers and common fixes. |
| AI context | AI replies ground in published articles alongside approved AI memory. See AI Control. |
| Public portal | Public articles appear on a web knowledge base at /kb/{serverId}. See 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.
| Visibility | Who can see it |
|---|---|
| Internal Only (Discord Bot) | Discord only, through /kb, flows, and AI context. |
| Public (Anyone) | Anyone on the public portal. |
| Members Only (Discord Server) | Portal visitors signed in with Discord who belong to your server. |
| 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, and optional custom markdown for the web version.
The portal home shows up to six featured Public articles, in their featured order. The dashboard editor has no field for it yet, so set featuredOrder on an article through the API.
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 knowledge base.
| Permission | Allows | Default roles |
|---|---|---|
viewKnowledgebase | Open the knowledge base, 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
| Limit | Free | Community | Pro |
|---|---|---|---|
| Knowledge base articles | 10 | Unlimited | Unlimited |
/kband the Knowledgebase flow node work on every plan.- The public web knowledge base needs Community or Pro. A custom KB domain, custom CSS and branding removal need Pro.
- Staff AI drafts use your articles on every plan, within the server's monthly AI budget. AI flow nodes, including AI Auto Reply, need Pro.
Organization plans give their member servers Pro features.