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Use Simple AI knowledge bases to store product information, policies, troubleshooting content, and support answers that both your agents and your customers can use. The feature has two parts:
  • A private knowledge base in the Simple AI dashboard where your team creates and manages content
  • A public help center that exposes published articles on your website or through the public API

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What You Can Add

Simple AI knowledge bases support several content sources:
  • Text articles that you write directly in the editor
  • File-based articles created from uploaded documents
  • Website articles created from a URL
  • Imported external knowledge bases from Kustomer or Zendesk
Each article gets its own slug, summary, publish state, and optional folder placement.

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Typical Workflow

  1. Create a knowledge base for a specific product area, team, or use case.
  2. Add articles as text, files, websites, or imported external content.
  3. Organize articles into folders or sections.
  4. Edit article content in Markdown.
  5. Publish the articles you want customers to see.
  6. Create a help center for that knowledge base.
  7. Customize the help center branding and publish it.
  8. Embed the help center on your site or fetch it over the public API.

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Article Publishing Rules

Public visibility depends on two separate publish states:
  • The help center itself must be published
  • The individual article must also be published
If either one is unpublished, the article will not appear in the public help center or public search results.

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What Customers See

Once published, your help center can expose:
  • A home view with sections and article lists
  • Search across published articles
  • Individual article pages by slug
  • Branded presentation with logo, favicon, welcome title, and custom CSS
Article content is authored in Markdown and rendered as HTML for the public help center. Published articles use article slugs for public navigation. If you use the Simple AI help center embed, the widget syncs the selected section or article into the browser URL as: 
?hc_section={section-slug}
?hc_article={article-slug}
That makes section and article links shareable and lets readers return directly to a specific published destination.

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Search Behavior

Public help center search only returns published content from published help centers. Search is designed for customer-facing self-service, so draft content stays out of public results until you publish it.

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Best Practices

  • Create separate knowledge bases for distinct products, teams, or support surfaces
  • Use article titles that match the questions customers actually ask
  • Keep one article focused on one topic so search results stay clear
  • Publish only customer-safe content in public help centers
  • Use sections to group related articles such as billing, onboarding, troubleshooting, and account management

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Next Step

If you want to embed your published help center or call the public endpoints directly, see the companion guide in knowledge-base-help-center-public-api.mdx.