Sections, Categories and Articles

Organizing your Knowledge Base effectively helps both your customers and your AI agent find the right information quickly. Replyso uses a simple structure: Sections, Categories, and Articles.

Sections

• What are Sections? Sections are the top-level divisions in your Knowledge Base. Use them to group related topics, such as "Getting Started," "Support," or "Account & Billing."
• How to Create: Go to your Knowledge Base dashboard and click "Add Section." Give your section a clear, descriptive name.

Categories

• What are Categories? Categories sit within sections and help further organize your content. For example, under "Support," you might have categories like "Billing" or "Troubleshooting."
• How to Create: Select a section, then click "Add Category." Each category should have a unique name and belong to a section.

Articles

• What are Articles? Articles are the individual pieces of content that answer specific questions or explain topics in detail.
• How to Create: Choose a category, then click "Add Article." Every article must be assigned to a category. Fill in the title and content, then save or publish your article.

Importing Knowledge Base Content

• Bulk Import: You can quickly import multiple articles using a CSV file. Download the sample file here.
• CSV Format: The CSV should include columns for Title, Status, Section, Category, and Content. Each article will be placed in the specified section and category.
• How to Import: Go to your Knowledge Base dashboard, select "Import," and upload your completed CSV file.

Tip: Well-structured sections, categories, and articles make it easier for your customers to find answers and for your Orb agent to deliver accurate responses.