[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:fr":36,"kb:categories:1:fr":37,"kb:brandArticles:1:0:fr":38,"kb:articleDetails:97:fr":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":56,"category":60,"relatedArticles":62,"relatedTagsArticles":70},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":51,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":52,"createdBy":53,"updatedAt":54,"updatedBy":40,"tags":32,"includeForAi":19,"authorName":55},97,14,"Manage categories","\u003Cp>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.\u003C\u002Fp>\u003Cp>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.\u003C\u002Fp>\u003Cp>Each brand and each language has its own set of categories. Changes in one do not apply to the others.\u003C\u002Fp>\u003Ch2>Before you begin\u003C\u002Fh2>\u003Cp>You need:\u003C\u002Fp>\u003Cul>\u003Cli>A role with permission to manage categories in the knowledge base.\u003C\u002Fli>\u003Cli>The correct brand and language selected - categories do not sync across either.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Step 1 - Open Manage Categories\u003C\u002Fh2>\u003Col>\u003Cli>Go to Knowledge Base > Dashboard.\u003C\u002Fli>\u003Cli>Confirm the brand and language at the top of the page.\u003C\u002Fli>\u003Cli>Select Manage Categories (top right).\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The panel lists every category for that brand and language, and lets you add, edit and delete.\u003C\u002Fp>\u003Ch2>Rename a category\u003C\u002Fh2>\u003Col>\u003Cli>Select the edit icon beside the category.\u003C\u002Fli>\u003Cli>Update the name.\u003C\u002Fli>\u003Cli>Select Save.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Renaming does not move or change the articles inside the category.\u003C\u002Fp>\u003Cp>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. \u003C\u002Fp>\u003Cp>Nothing is lost - but for a few minutes afterwards the AI may still be working from the previous structure. \u003C\u002Fp>\u003Ch2>Change visibility\u003C\u002Fh2>\u003Cp>The same edit panel controls whether the category is visible on the public knowledge base and chatbot, or kept internal.\u003C\u002Fp>\u003Cp>\u003Cstrong>Public - \u003C\u002Fstrong>Appears in the help centre and can be browsed in the chatbot\u003C\u002Fp>\u003Cp>\u003Cstrong>Internal - \u003C\u002Fstrong>Holds content your team needs but customers should not browse\u003C\u002Fp>\u003Cp>Changing visibility takes effect immediately. Making a category internal removes it from customer view along with everything in it.\u003C\u002Fp>\u003Cp>Internal categories are not a security boundary - do not use them for anything sensitive.\u003C\u002Fp>\u003Ch2>Delete a category\u003C\u002Fh2>\u003Col>\u003Cli>Select the delete icon beside the category.\u003C\u002Fli>\u003Cli>Confirm.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>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.\u003C\u002Fp>\u003Ch2>Reviewing the structure\u003C\u002Fh2>\u003Cp>Worth doing every few months:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Categories nobody visits\u003C\u002Fstrong> - either badly named, or content customers do not need. Article analytics tells you which.\u003C\u002Fli>\u003Cli>\u003Cstrong>Categories holding almost everything\u003C\u002Fstrong> - too broad. Split them into sections, or into separate categories.\u003C\u002Fli>\u003Cli>\u003Cstrong>Categories holding one article\u003C\u002Fstrong> - merge them into something broader.\u003C\u002Fli>\u003Cli>\u003Cstrong>Names that have drifted\u003C\u002Fstrong> - the product changed, the category name did not.\u003C\u002Fli>\u003Cli>\u003Cstrong>Structures that differ across languages\u003C\u002Fstrong> where the content is the same — inconsistent navigation confuses returning customers.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Copying categories to another brand\u003C\u002Fh2>\u003Cp>Categories and their articles can be copied between brands with Copy to:\u003C\u002Fp>\u003Col>\u003Cli>Open the Knowledge Base for the source brand.\u003C\u002Fli>\u003Cli>Select Copy to.\u003C\u002Fli>\u003Cli>Select the destination brand.\u003C\u002Fli>\u003Cli>Confirm.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The structure and article states are preserved. The copy is independent afterwards - later changes to the original do not flow through.\u003C\u002Fp>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>The category is not appearing.\u003C\u002Fstrong> Check you are on the correct brand and language, and that it saved.\u003C\u002Fp>\u003Cp>\u003Cstrong>Articles are missing from a category.\u003C\u002Fstrong> They may be in draft, belong to a different language, or have been assigned elsewhere.\u003C\u002Fp>\u003Cp>\u003Cstrong>I cannot delete a category.\u003C\u002Fstrong> Remove or move everything inside it first.\u003C\u002Fp>\u003Cp>\u003Cstrong>I cannot open Manage Categories.\u003C\u002Fstrong> Your role needs knowledge base permission to manage categories - ask an administrator to update it.\u003C\u002Fp>\u003Cp>\u003Cstrong>Does restructuring disrupt the chatbot?\u003C\u002Fstrong> 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.\u003C\u002Fp>\u003Ch2>\u003Cbr>\u003C\u002Fh2>\u003Cp>\u003Cbr>\u003C\u002Fp>",99,"2026-09-03T08:08:16.000+00:00",15,"2026-09-10T13:16:37.000+00:00","Nikita Beslik",[57],{"id":48,"brandId":18,"categoryId":58,"parentSectionId":32,"position":48,"title":59,"description":59,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},17,"Creating Categories and Sections",{"id":58,"brandId":18,"position":53,"title":61,"description":61,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Creating a Knowledge Base",[63,66,67],{"id":64,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":65,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},96,"Creating a category",{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":51,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},{"id":68,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":69,"titleTranslated":32,"position":68,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},98,"Creating a section",[]]