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Create and manage multiple knowledge bases

Last updated: October 20, 2023

Available with any of the following subscriptions, except where noted:

Service Hub Enterprise

You can create multiple knowledge bases to organize information for your customers. Once you get your knowledge bases set up, learn more about creating and customizing knowledge base articles

Before you get started

  • There is a limit of 5 knowledge bases, with up to 2000 articles each.

  • Each knowledge base, as well as individual articles, can be configured for private content
  • For customers with the Business Units add-on, each knowledge base will be assigned to a business unit based on the domain 

Create additional knowledge bases

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Website > Knowledge base.
  • At the top of the page, click the Current View dropdown menu and click Add a knowledge base. In accounts with the Business Units add-on, this will be the second dropdown menu. 
add-a-new-knowledge-base
  • In the Knowledge Base Title field, enter the name of your knowledge base. This will be visible to visitors accessing the knowledge base. 
  • Click the Knowledge base language dropdown menu and select the language the majority of your articles will use. Learn more about creating knowledge base articles in multiple languages
  • Click the Knowledge base domain dropdown menu and select the domain where your knowledge base will be hosted.
  • If your knowledge base primary language doesn't match your domain's primary language, select the Use language slug in URL checkbox. 
  • In the Knowledge base slug field, enter the additional text you want to appear in your knowledge base URL. For example, to have a URL hosted at www.[domain].com/knowledge-base, you would enter knowledge-base in this field. 

set-up-knowledge-base

  • In the Logo section, you can add a unique logo for your knowledge base. If you leave this section blank, your knowledge base will use your default logo
    • To add an existing image from the files tool as your logo, click Browse images. In the right panel, click the image
    • To add a new image, click Upload, then add an image from your computer. 

    • In the Logo URL field, enter a URL if you want your logo to be clickable. 
    • To resize your logo, enter a new dimension in the Width or Height field. The other field will automatically adjust to maintain the image's proportions. 
  • In the bottom right, click Next
  • On the template selection screen, select a template, then click Next
  • On the category selection screen, default categories are pre-selected. Click a category to add or remove it from your list of categories. Once the knowledge base is created, you can edit your categories and create custom ones
  • In the bottom right, click Done to return to your knowledge base settings. 
  • To access your new knowledge base: 
    • In your HubSpot account, navigate to Service > Knowledge Base.
    • In the left sidebar, click the Knowledge base dropdown menu and select a knowledge base.

switch-between-knowledge-bases

Use additional knowledge bases in conversations

Once you've created multiple knowledge bases, you can choose which knowledge base is used in live chat or bot conversations

Change the knowledge base used in bot conversations

  • Hover over a bot chatflow and click Edit
  • In the bot editor, click the Options dropdown menu on the Knowledge Lookup action and select Edit action
edit-knowledge-lookup-in-bots
  • In the right panel, select Search knowledge base in the Lookup type section. Then click the dropdown menu and select a knowledge base

select-knowledge-base-in-bot

  • Click Save to implement your changes. 

Change the knowledge base used in live chat conversations

  • In your HubSpot account, navigate to Conversations > Chatflows.
  • Hover over a live chat chatflow and click Edit
  • In the live chat editor, click to expand the Knowledge base search section. 
  • If it is not already turned on, click to toggle the Enable knowledge base search switch on. 

  • Click the Knowledge base dropdown menu and select a knowledge base

select-knowledge-base-in-live-chat

  • In the bottom left, click Save

Connect a secondary domain for your knowledge base

In your domain settings, you can connect an additional subdomain for knowledge base content as a secondary domain. Secondary domains can host content, but are not the default domain for that content type. You can connect unlimited secondary domains using your existing brand domains

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Website > Domains & URLs.
  • Click Connect a domain
  • In the dialog box, select Secondary, then click Connect
  • On the next page, select Knowledge base, then click Next
  • Finish connecting your domain

Delete knowledge bases

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Website > Knowledge Base.
  • At the top of the page, click the Current View dropdown menu and select a knowledge base. In accounts with the Business Units add-on, this will be the second dropdown menu. 
  • In the top right, click the Options dropdown menu and select Delete knowledge base.
  • In the dialog box, enter the name of the knowledge base, then click Delete knowledge base

delete-knkowledge-base

Deleting a knowledge base will also delete its articles, categories, subcategories, and tags. 

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