Build and manage your FAQ library, auto-generate content with AI, and enable in-chat knowledge suggestions for visitors.
The Knowledge Base is a built-in FAQ and article management system inside Helpon. Access it from your WordPress admin at Helpon → Knowledge Base. It serves two purposes:
When the AI engine responds to a visitor, it checks your Knowledge Base articles before falling back to its general training data. A well-maintained KB dramatically improves answer accuracy and reduces hallucinations.
The Knowledge Base dashboard displays a summary of total articles, published vs. draft counts, total views, average helpfulness rating, and top-searched queries that have no matching article (gap analysis).
Each Knowledge Base article consists of a title, rich-text body, category, tags, status, featured image, and optional SEO metadata. To create a new article:
Navigate to Helpon → Knowledge Base → Add New Article. The article editor opens in a full-width panel.
Write a clear, question-style title that matches how visitors phrase their queries. For example: "How do I reschedule my appointment?" or "What insurance plans do you accept?"
Use the rich text editor to compose your answer. You can add headings, bold/italic text, bulleted and numbered lists, links, images, embedded videos, and code blocks. Keep answers concise and scannable.
Assign the article to a category (e.g., Billing, Appointments, General) and add relevant tags for improved searchability.
Optionally fill in the SEO meta title and meta description for the public KB page. Set the article status to Published or save as Draft. Click Save Article.
Use question-format titles that mirror how visitors actually ask. The AI matches visitor questions against article titles first, so natural phrasing improves suggestion accuracy.
Categories and tags organize your Knowledge Base into a browsable structure. Navigate to Helpon → Knowledge Base → Categories to manage them.
Tags are flat labels applied to articles for cross-category discoverability. Unlike categories, tags have no hierarchy. Use tags for synonyms, related terms, and alternate phrasings. For example, an article in the "Appointments" category might have tags like reschedule, cancel, change time, and booking.
Helpon can automatically generate FAQ articles by analyzing your conversation history. The AI identifies frequently asked questions that don't yet have a Knowledge Base article and drafts answers based on how your agents (or the AI itself) previously responded.
Go to Helpon → Knowledge Base → AI Generate. The system scans your recent conversations (last 30 days by default) and identifies unanswered or frequently repeated topics.
The AI presents a list of suggested articles, each with a draft title, proposed body content, suggested category, and a confidence score. Higher scores indicate more frequently asked topics.
Click any suggestion to open it in the article editor. Review the AI-drafted content, make edits for accuracy and tone, assign the correct category and tags, then click Publish or Save as Draft.
If a suggestion is not relevant, click Dismiss to remove it from the queue. Click Regenerate to have the AI rewrite the draft with a different approach.
Select multiple suggestions at once and click Approve All as Drafts to create them all as draft articles. You can then review and publish each one individually from the Knowledge Base article list.
AI-generated articles are drafts and should always be reviewed before publishing. Verify facts, check medical or legal accuracy, and ensure the tone matches your brand voice. Never auto-publish AI content without human review.
When a visitor types a question in the chat widget, Helpon's AI engine searches your Knowledge Base in real-time and surfaces matching articles as suggestion cards directly in the conversation. This helps visitors find answers instantly without waiting for an agent.
Adjust in-chat suggestion behavior from Helpon → Settings → Knowledge Base → Suggestions:
Helpon includes a built-in search engine for your Knowledge Base that supports fuzzy matching, typo tolerance, and weighted field search. Configure search settings under Helpon → Settings → Knowledge Base → Search.
Embed a full, searchable Knowledge Base page on any WordPress page using the shortcode:
[helpon_knowledge_base]
You can customize the shortcode with parameters:
[helpon_knowledge_base categories="billing,appointments" columns="2" search="true" per_page="12"]
The public KB page is fully indexable by search engines. Each article generates its own permalink with proper heading structure and schema markup, helping drive organic traffic to your site.
Track how visitors interact with your Knowledge Base from Helpon → Knowledge Base → Analytics. Use these insights to identify content gaps, improve underperforming articles, and understand what your visitors need most.
| Metric | Description | Location |
|---|---|---|
| Total Views | Number of times an article has been viewed on the KB page or expanded in chat | Article list & detail |
| Helpful Rating | Percentage of visitors who clicked "Helpful" vs. "Not Helpful" on an article | Article detail |
| Search Queries | List of search terms visitors used, with result count and click-through rate | Analytics tab |
| Top Articles | Ranked list of most-viewed and highest-rated articles over a given date range | Analytics tab |
| Gap Analysis | Search queries that returned zero results, indicating missing content opportunities | Analytics tab |
| Suggestion CTR | Click-through rate on in-chat KB suggestion cards | Analytics tab |
| Deflection Rate | Percentage of conversations resolved by KB articles without agent escalation | Analytics tab |
Check the Gap Analysis report weekly. It shows the exact questions visitors are searching for but not finding answers to. Use this data to prioritize which new articles to create next.
Helpon supports bulk import and export of Knowledge Base articles, making it easy to migrate from another platform or maintain backups.
Import articles in bulk using a CSV file. Navigate to Helpon → Knowledge Base → Import/Export → Import CSV. Your CSV file must follow this format:
title,body,category,tags,status "How do I book an appointment?","Visit our website and click Book Now...","Appointments","booking,schedule,new patient","published" "What insurance do you accept?","We accept most major insurance plans...","Billing","insurance,payment,coverage","published" "Where are you located?","Our clinic is located at 123 Main St...","General","location,address,directions","draft"
published or draft. Defaults to draft if omitted.Export your entire Knowledge Base (or selected articles) as a JSON file from Helpon → Knowledge Base → Import/Export → Export. The JSON export includes all article fields, categories, tags, and metadata. This format is ideal for backups and for migrating between Helpon installations.
{
"version": "1.0",
"exported_at": "2026-03-01T12:00:00Z",
"articles": [
{
"id": 1,
"title": "How do I book an appointment?",
"body": "<p>Visit our website and click <strong>Book Now</strong>...</p>",
"category": "Appointments",
"tags": ["booking", "schedule", "new patient"],
"status": "published",
"created_at": "2026-01-15T09:30:00Z",
"updated_at": "2026-02-20T14:15:00Z",
"views": 342,
"helpful_yes": 89,
"helpful_no": 7
}
]
}
From the article list view, select multiple articles using the checkboxes and use the Bulk Actions dropdown to:
Helpon includes built-in migration tools for popular WordPress KB plugins. Go to Helpon → Knowledge Base → Import/Export → Migrate and select your source plugin. Supported sources include:
Always export your existing KB data as a JSON backup before running a migration. While the migration tool preserves your original data, having a backup ensures you can restore if needed.
Common issues with the Knowledge Base and their solutions:
If articles are missing from both search and AI suggestions, a full index rebuild usually resolves the issue. Go to Helpon → Knowledge Base → Settings and click Rebuild All Indexes. This process may take a few minutes for large Knowledge Bases (500+ articles).