Getting started with the Crisp Knowledge Base

Create, customize, publish, and share a Crisp Knowledge Base so customers can find answers on their own.

The Crisp Knowledge Base is a public help center connected to your workspace. You can use it to publish articles, organize them by category, support multiple languages, share answers from the Inbox, and provide helpful content to customers and to Hugo.

This guide covers the main setup areas:

Check the required plan → confirm the feature is available in your workspace
Create your Knowledge Base → initialize the Knowledge Base and first language
Customize your Knowledge Base → update branding, colors, logos, and visuals
Set a custom domain → use your own help center URL
Create categories and articles → structure and publish content
Share articles from the Inbox → send self-service answers during conversations

Check the required plan

The Knowledge Base feature is available on Crisp Essentials and Crisp Plus plans.

You can check the current plan details from the Crisp pricing page.

Create your Knowledge Base

Start from app.crisp.chat, then open Knowledge Base from the left sidebar.

To create your Knowledge Base:

Open Knowledge Base
Click Create my Knowledge Base when prompted
Select the first language for your Knowledge Base
Wait a few minutes for the Knowledge Base to become available online

Create a Crisp Knowledge Base from the sidebar

Select the initial Knowledge Base language

A new Knowledge Base may need a short delay before its SSL certificate is ready. Once it is online, you can start creating categories and articles.

Add another language

Crisp Knowledge Base is multilingual. You can add languages and manage articles separately for each language.

To add a language:

Open Knowledge Base
Click the Actions button in the upper-right corner
Select Add a new language
Choose the language you want to add

Add a language to the Crisp Knowledge Base

Once the language is added, your Knowledge Base can be accessed in that language. Articles are not translated automatically, so each language should be reviewed and localized manually.

Customize your Knowledge Base

Open app.crisp.chat, then go to Settings → Knowledge Base Settings → Customize your Knowledge Base.

Knowledge Base customization settings

Upload your header and footer logos

You can upload separate logos for the Knowledge Base header and footer. SVG files are recommended because they scale cleanly across devices.

For best contrast, use a light logo for the header and a dark logo for the footer when your design uses different backgrounds.

Custom Knowledge Base header logo

Upload a banner

A recommended Knowledge Base banner size is 1000 × 200 px. Use an image that still looks good when cropped or scaled on different screen sizes.

Change the Knowledge Base color

The main Knowledge Base color follows your Crisp chatbox color. To change it, update the chatbox color from Settings → Chatbox Settings → Chatbox Appearance.

If colors are configured from the Crisp customization plugin, they can also be used by the Knowledge Base.

Change the header background pattern

If your chatbox uses a pattern image, the same pattern can be used in the Knowledge Base header. You can also upload a custom header background image from the Knowledge Base customization settings.

Custom Knowledge Base header pattern

Set a custom domain

By default, your Knowledge Base can use a Crisp-hosted domain such as acme.crisp.help. You can also configure a custom domain such as help.acme.com.

Follow the full setup in Setup your Knowledge Base domain name.

Create categories and articles

Categories group articles on your Knowledge Base homepage and help customers find the right content faster.

To create a category:

Open Knowledge Base
Click Categories in the left navigation
Click New category
Add the category name, description, and image
Set an order index if you want to control category order

If you do not want category images to appear on the Knowledge Base homepage, disable them from Settings → Knowledge Base Settings → Customize your Knowledge Base.

Edit a Knowledge Base category

To write a new article:

Open Knowledge Base
Click Articles in the left navigation
Click New article
Write the article content with Markdown
Assign the article to a category
Publish the article when it is ready to be visible online

Saving an article is not the same as publishing it. A saved draft stays private until you publish it.

Learn the supported formatting syntax in How can I format Knowledge Base articles?.

You can send Knowledge Base articles directly from the Crisp Inbox instead of rewriting the same answer during conversations.

To share an article while replying:

Open a conversation in the Inbox
Start your message with ?
Type your search query
Select the article you want to send
Press Enter to insert the article link and title

Search Knowledge Base articles from the Crisp Inbox composer

Delete or disable your Knowledge Base

If you no longer want to use the Knowledge Base, you can uninstall the Knowledge Base plugin from your workspace plugins.

Uninstalling the Knowledge Base resets the feature and removes it from your workspace. Make sure you have exported or copied any content you want to keep before disabling it.

Frequently Asked Questions

Still have questions which were not covered in this article? Here is a collection of the most frequently asked questions on this topic.

Can I use my Knowledge Base content with Hugo?

Yes, Knowledge Base articles are one of the most valuable resources for Hugo. Keeping articles clear, up to date, and well structured helps customers self-serve and gives the AI Agent better information to answer support questions.

Yes, use the article preview before publishing or sending it to customers. This helps you check formatting, images, links, and embedded resources before the article is visible publicly.

Do I need categories?

Yes, categories are strongly recommended for public navigation. They help customers browse the Knowledge Base, and they keep your articles easier to maintain as your content grows.

Updated on: 03/05/2026

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