Categories change as your product and your customers do. Use Manage Categories to rename them, change visibility, delete empty ones, and keep the structure easy to scan.
Categories must be empty before they can be deleted. Move or delete the articles and sections inside first - that constraint stops content disappearing by accident.
Each brand and each language has its own set of categories. Changes in one do not apply to the others.
Before you begin
You need:
- A role with permission to manage categories in the knowledge base.
- The correct brand and language selected - categories do not sync across either.
Step 1 - Open Manage Categories
- Go to Knowledge Base > Dashboard.
- Confirm the brand and language at the top of the page.
- Select Manage Categories (top right).
The panel lists every category for that brand and language, and lets you add, edit and delete.
Rename a category
- Select the edit icon beside the category.
- Update the name.
- Select Save.
Renaming does not move or change the articles inside the category.
It does affect the AI. The AI identifies an article by its title together with its place in the category structure, so renaming a category changes the position of everything inside it. Those articles are read in again at the next scheduled update.
Nothing is lost - but for a few minutes afterwards the AI may still be working from the previous structure.
Change visibility
The same edit panel controls whether the category is visible on the public knowledge base and chatbot, or kept internal.
Public - Appears in the help centre and can be browsed in the chatbot
Internal - Holds content your team needs but customers should not browse
Changing visibility takes effect immediately. Making a category internal removes it from customer view along with everything in it.
Internal categories are not a security boundary - do not use them for anything sensitive.
Delete a category
- Select the delete icon beside the category.
- Confirm.
If delete is blocked, the category still has articles or sections in it. Move or delete those first. Before emptying a category, check what is in it - an article with steady traffic is usually worth moving rather than deleting.
Reviewing the structure
Worth doing every few months:
- Categories nobody visits - either badly named, or content customers do not need. Article analytics tells you which.
- Categories holding almost everything - too broad. Split them into sections, or into separate categories.
- Categories holding one article - merge them into something broader.
- Names that have drifted - the product changed, the category name did not.
- Structures that differ across languages where the content is the same — inconsistent navigation confuses returning customers.
Copying categories to another brand
Categories and their articles can be copied between brands with Copy to:
- Open the Knowledge Base for the source brand.
- Select Copy to.
- Select the destination brand.
- Confirm.
The structure and article states are preserved. The copy is independent afterwards - later changes to the original do not flow through.
Troubleshooting
The category is not appearing. Check you are on the correct brand and language, and that it saved.
Articles are missing from a category. They may be in draft, belong to a different language, or have been assigned elsewhere.
I cannot delete a category. Remove or move everything inside it first.
I cannot open Manage Categories. Your role needs knowledge base permission to manage categories - ask an administrator to update it.
Does restructuring disrupt the chatbot? Only briefly. Articles whose category or section is renamed are re-read at the next scheduled update, which takes a few minutes. Their content and settings are untouched.