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 your Knowledge Base
Add another language → configure localization and automatic translations
Customize your Knowledge Base → update branding, colors, logos, and visuals
Set a custom domain → use your own help center URL
Manage your Knowledge Base settings → configure authentication, redirects, imports, and other settings
Create categories and articles → structure, edit, 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
Create your Knowledge Base when prompted
Select the main language in which your content will be written
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. Your main language is used as the reference language for your content, and other locales can be automatically translated from it.

Go to Knowledge Base → Settings → Localization.

To add a language:

Open Localization
Click Add a language
Select the language you want to add
Let Crisp generate the localized version from your main language

Manage languages and localization for your Crisp Knowledge Base

Your main language remains the reference for your Knowledge Base content. Other locales are automatically translated from it.

For more details about localization, read How to add a new language to the Knowledge Base.

Customize your Knowledge Base

Go to app.crisp.chat, then open Knowledge Base → Settings → Customization.

From there, you can manage the visual identity of your public Knowledge Base.

Customize your Crisp Knowledge Base appearance

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 at least 1000 × 200 px (5.1 ratio). 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

For a complete overview of appearance settings, read How to customize the Knowledge Base UI.

You can also learn how to change your Knowledge Base favicon or add custom code to your Knowledge Base.

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.

Go to Knowledge Base → Settings → Domain Setup to configure and verify your domain.

Follow the complete setup in How to set up a custom domain for your Knowledge Base.

Manage your Knowledge Base settings

The new Knowledge Base settings are available from Knowledge Base → Settings.

This area centralizes your main configuration options, including Domain Setup, Localization, Customization, Features, Authentication, Page Redirections, Data Import & Export, and Advanced Settings.

Some useful settings to explore:

Authentication → protect your Knowledge Base with password authentication or JWT authentication
Page Redirections → configure redirects when Knowledge Base URLs change
Data Import & Export → move Knowledge Base content in or out of Crisp, including importing content from another provider
Advanced Settings → access maintenance options for your Knowledge Base when needed

Create categories and articles

The Knowledge Base editor now works like a file tree. Categories are folders, while articles are Markdown files inside your Knowledge Base structure.

You can create both from the New Article menu.

To create a category:

Open Knowledge Base
Open the dropdown next to New Article
Select New Category
Create the category in the relevant part of your Knowledge Base
Drag and drop categories or articles when you need to reorganize your structure

To write a new article:

Open Knowledge Base
Click New Article
Write and format your content in the editor
Place the article in the relevant category
Keep it unpublished while you are working on it
Publish the article when it is ready to be visible online

Save a Knowledge Base article as an unpublished draft

Saving your changes is not the same as publishing an article. An unpublished article remains unavailable to visitors until you publish it.

You can also use drag and drop to move or reorder articles and categories without recreating them.

Article edits are versioned. Open the edit history to review previous changes and return to an earlier version when needed.

Learn the supported formatting syntax in How to 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

Learn more about sharing and previewing Knowledge Base articles from the Inbox.

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.

Learn more about training Hugo AI Agent on your data.

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: 22/09/2026

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