Get started with Knowledge Base

This guide helps you access Knowledge Base and understand the workflow for building your knowledge repository.

Before you begin

To use Knowledge Base, you need:

• An active Infobip account. Log in or create an account to continue.
• Knowledge Base enabled for your account. Contact Support or your account manager to enable this feature.
• Appropriate role permissions (Knowledge Base Manager or Knowledge Base User).

Access Knowledge Base

Once Knowledge Base is enabled on your account:

1. Log in to the Infobip web interface.
2. From the main menu, select Knowledge Base.
3. You will see the Knowledge Base management interface with two main tabs:
   • Knowledge Base: For organizing content structure with categories and folders
   • Article Manager: For creating and managing individual articles

Quick start workflow

To build your knowledge repository:

1. Plan your structure - Decide how to organize content with categories and folders
2. Create categories and folders - Set up at least one category to organize articles
3. Create articles - Add content with rich text, images, and attachments
4. Publish articles - Make content available to agents in Conversations
5. Tag and organize - Use tags for easy search and discovery

For detailed instructions, refer to the guides below.

Next steps

Explore how to build and manage your Knowledge Base:

• Organize with categories and folders to structure your content
• Manage articles to create, publish, and edit content
• Create multimedia FAQ for verified FAQ responses with images and videos
• Use Knowledge Base in Conversations for agent support

Roles and permissions

Knowledge Base includes two role types with different permission levels. Roles are assigned automatically based on your Conversations role.

Knowledge Base manager [#knowledge-base-manager-roles-and-permissions]

Automatically assigned to users with the Supervisor for Conversations role.

Knowledge Base Managers can:

• Create, edit, and delete articles
• Manage categories, folders, and tags
• Import content from files, Confluence, or SharePoint
• Publish and unpublish articles
• Manage comments
• Configure context card settings
• Search and view suggested content in Conversations

Knowledge Base user [#knowledge-base-user-roles-and-permissions]

Automatically assigned to all Conversations users.

Knowledge Base Users can:

• View published articles
• Add comments to articles
• Like and view articles
• Search articles in Conversations
• View suggested content in Conversations