# In-app knowledge base

> The in-app knowledge base enables users to search both public and internal content from within the Kustomer application Users can also send public articles to 

Source: https://support.kustomer.com/en_us/internal-knowledge-base-SJZC2rQCG

Last updated: 2024-10-30T14:06:29.065Z

The in-app knowledge base enables users to search both public and internal content from within the Kustomer application. Users can also send public articles to end users through conversations.

**Who can access this feature?**

**User types**

Content Admins and above can create articles and categories. All users have access to the in-app knowledge base.

  

### In this article

*   [Turn on your in-app knowledge base](#turn-on)
*   [Use the knowledge base flyout](#use)
*   [Public vs internal articles](#access)
*   [Send public knowledge base links to customers](#links)
*   [Add links to other internal articles](#add-link)

### Turn on the in-app knowledge base

You’ll need to turn on the in-app knowledge base for it to appear for users.

1.  Go to **Settings![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4008ca4a226beb17d889b842ba6d8123.png) >** **Knowledge Base** **\>** **Configuration**.
2.  Turn on the toggle for **In-App KB icon**.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/89f91c90bd5bd792b475df5fadd01567.png)
3.  Select **Save Changes**.

### Use the knowledge base

1.  Select **Knowledge base****![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/3367cfe5f82ce0146597955bd4a80a73.png)**in the sidebar in Kustomer.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/329d88def22996e50730aa158d507858.png)
2.  Use the search bar to look for articles by name. This will search for both public and internal articles. You can also search for articles by selecting categories.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/112ee7cc0760f61600e48f6c30537d8c.png)
3.  Select **Expand**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/2f7d4f72ebbd74f62fb59fa07d685d6f.png)to view the article in a bigger window..

**Note:** The in-app knowledge base will default to the user's language, and for articles that may not be translated into that language, we will default to the knowledge base default language. 

### Public vs internal articles & categories

You can search for two types of articles directly in the in-app knowledge base:

*   **Public** categories and articles are available to end-users via your public knowledge base (support.yourwebsitedomain.com).  
      
    
*   **Internal** categories and articles are only available for users within the Kustomer application. This is designed to allow you to create private information for your users that you don’t want end users to see. You can manage which teams and users can access specific internal articles when editing an article. For more information, see [Set permissions on an internal article](https://help.kustomer.com/en_us/create-knowledge-base-articles-r1lSia9SS#set-permissions).

### Send public knowledge base links to customers

There are two ways that you can send public articles to customers as links:

*   You can copy the article URL to your clipboard and paste it into a conversation by selecting **Copy link** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/2ded3b8495c623d1a95d11ff0f1aa828.png).
*   If you have a conversation open you can select the **Paste article link**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/338d26fa86df809db4a2324a1fcb075f.png)to place the URL where your curser is.

**Note:** Changing or editing the shortlink will break the redirect to your knowledge base article.

### Add links to other internal articles

You can add links in an internal article that reference other internal articles.

1.  Create a new draft of the internal article to which you are adding the link.
2.  Select **Knowledge Base****![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/3367cfe5f82ce0146597955bd4a80a73.png)**, go to the **Internal** tab, and search for the article you want to reference.
3.  Select **Copy link** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/2ded3b8495c623d1a95d11ff0f1aa828.png).
4.  Insert the link as you normally would.
5.  Select **Publish Now** and then select **Yes** to confirm the action.

Now, when you view the internal article again, you have two ways to view its content and open the referenced link:

1.  Select the article and click the link to open the referenced article within in-app knowledge base.
2.  Select the![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/20df769bd3a665179e18231c970208bf.png)icon to open the article in a new tab.