Setting Up Your Knowledge Base



Your knowledge base is the foundation of Suhep. It powers AI responses, helps customers self-serve, and reduces ticket volume.

Step 1: Plan Your Categories



Think about the main topics customers ask about:

  • •Getting Started — onboarding, setup guides
  • •Account & Billing — payments, plans, invoices
  • •Features — how to use your product
  • •Troubleshooting — common issues and fixes


    • Step 2: Create Categories



  • 1.Go to Admin → Knowledge Base
  • 2.Click + New Category
  • 3.Enter a name, slug, icon emoji, and description
  • 4.Set the sort order (lower numbers appear first)


    • Step 3: Write Your First Articles



    Start with the top 10 questions customers ask. Each article should:

  • •Answer one specific question
  • •Use clear, step-by-step instructions
  • •Include screenshots where helpful
  • •Link to related articles


    • Step 4: Publish



    Articles are live as soon as you save them. They appear in:

  • •Your public help center at suhep.com/help
  • •The embedded chat widget's search
  • •AI-powered auto-responses


    • Tips



  • •Start with 10-15 core articles — you can always add more
  • •Check KB Gap Alerts on your dashboard for missing topics
  • •Update articles regularly based on new customer questions