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 (opens in a new tab) or create an account (opens in a new tab) 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).

Once Knowledge Base is enabled on your account:

Log in (opens in a new tab) to the Infobip web interface.
From the main menu, select Knowledge Base.
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

To build your knowledge repository:

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

For detailed instructions, refer to the guides below.

Explore how to build and manage your Knowledge Base:

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

Automatically assigned to users with the Supervisor for Conversations role.

Knowledge Base Managers can:

Automatically assigned to all Conversations users.

Knowledge Base Users can: