Categories & Navigation
Last updated: September 9, 2026
Categories structure your Knowledge Base and enable visitors to navigate easily.
Create a Category
- Knowledge Base → Categories → "Create Category"
- Fill in the fields:
| Field | Description |
|---|---|
| Name | Display name (e.g., "Frequently Asked Questions") |
| Slug | URL-friendly name (auto-generated) |
| Description | Short description of the category |
| Icon | Icon name (e.g., "help-circle", "book", "settings") |
| Parent Category | For nested categories |
| Visible | Whether the category is publicly displayed |
Hierarchy
Categories can be nested:
├── Getting Started
│ ├── Installation
│ └── Configuration
├── Features
│ ├── Chat
│ ├── AI-Bot
│ └── Analytics
└── Troubleshooting
Create a subcategory by selecting a Parent Category when creating it.
Sorting
The order of categories can be changed via Drag & Drop or through the Sort Order (number):
- Knowledge Base → Categories → "Change Order"
- Lower numbers appear higher up
Visibility — two switches, both required
Each category has two switches, and for visitors both must be on:
| Switch | Meaning |
|---|---|
| Category active | Off = the category is hidden everywhere, including internally in the dashboard |
| Visible to visitors (Widget & Customer Portal) | Additionally releases the category to the public |
If only "Visible to visitors" is on, but "Category active" is off, visitors still won't see the category — the public endpoints require both flags. The dialog window now warns at this point.
⚠️ Common cause for an empty widget help center: The articles are published, but their category has only one of the two switches on. Check this first before suspecting the indexing.
Best Practices
- 5–8 main categories are ideal
- Use short, clear names
- Subcategories only if there are more than 10 articles per main category
- A FAQ category for the most common questions