Categories
Categories are folders for your knowledge base. They keep a growing base tidy and let you reason about articles as groups rather than one by one.
What categories do#
Every article belongs to a category — for example Billing, Shipping or Account. A clean category structure makes the base easier to maintain as it grows and easier to audit for gaps.
Open Knowledge base → Categories to see all categories with their article counts, and search to find one quickly.
Creating & editing#
Each category has two fields:
- Name — the human-readable label you see in the dashboard.
- Slug — a stable, URL-safe identifier used under the hood to reference the category.
Create a category with a name and slug, then assign articles to it from the article editor.
Changing a slug#
Slug changes cascade
The slug is referenced by the articles in the category. Renaming it updates those references everywhere — so change a slug deliberately, not just to tidy up the wording. To rename what people see, edit the Name instead; it leaves the slug untouched.Deleting a category#
Deleting a category doesn't delete its articles — they move to Universal, so nothing is lost and the bot keeps answering from them. Re-categorize them later if you want to restore structure.