Knowledge Base | BIK Help Center

Knowledge Base lets you build a branded help center for your customers, with your own FAQs, categories, colours and web address. It's meant for brands that want shoppers to find answers on their own before they reach out to your support team.

You group your FAQs into categories, pick a look for your help centre, and publish it on a link you can share or embed on your website. Customers can search it or browse by topic.

Think of it as the printed FAQ card you'd keep at a shop counter, except it's always up to date and customers can search it.

Why should you use it?

Without a help center, your agents answer the same "where is my order?" and "how do I return this?" questions again and again, one ticket at a time. Or you'd have to maintain a separate FAQ page on your website and keep it in sync by hand.

With Knowledge Base you can:

Answer common questions once and share one link with every customer.
Get a help center that looks like your brand, using ready-made themes instead of custom CSS.
Check how it looks before you publish it, and only publish what's ready.
See which FAQs customers read most and what they search for.

How to access it

Click on Helpdesk in the left menu.
Select Knowledge base
Click Create knowledge base to start a new one, or click an existing one to edit it.

How to set up your help center

Each knowledge base has six tabs - Home, Branding, Categories, All FAQs, Domain and Analytics. The Home tab walks you through the setup steps below.

Step 1: Set your branding

Go to the Branding tab.
Under General, add your company information and support details, such as your logo, brand name and support contact [VERIFY: exact fields under General].
Under Home page, choose what customers see at the top of your help center: a Title, a Subtitle, whether to show a Search bar, and how categories are shown (Show description, Show FAQ Count).
Under Theme, pick one of the Theme Presets
Fine-tune the theme under Colour (Primary, Foreground and Accent), Typography and Advanced. Only use Advanced if you want to add your own CSS.
Enable AI Chatbot to show your Manifest AI shopping assistant on the published help center.
Click Save, or Save as draft if you're not ready to publish yet.

As you make changes, the Preview panel on the right updates straight away. You don't need to click Save to see them. To see the full help center in a new tab, click Preview help center.

New knowledge bases start with colours that match your brand, so you have a sensible starting point even before you pick a theme.

Step 2: Add categories

Go to the Categories tab.
Click Add category.
Enter a Category Name, a short description, and pick an Emoji icon or cover image. If the category has a parent category, you can select that as well.
Set the status of the category - Live or Draft.
Save the category.

Step 3: Add FAQs

Go to the All FAQs tab.
Click Add FAQ.
Enter the Question and Answer. Add attachments and CTA if needed.
Choose a Category and set the Status.
Save the FAQ.

You can also add a button to an FAQ, for example a link or a button that opens your chat. If your store has Manifest, you'll also see an Open Manifest AI and Open Artifact option.

Use the filters on the All FAQs tab to find FAQs by category or status. When a filter is applied, it's highlighted so you can tell at a glance. You can also drag FAQs to change their order.

Tip: FAQs in draft never appear on your live help center, even if their category is published. Only published FAQs are shown to customers.

Step 4: Set your web address

Go to the Domain tab.
Choose your Help center subdomain. This creates your Help Center URL, which you can share with customers right away.
If you'd like to use your own address (for example, help.yourdomain.com), add it under Custom Domain.
To show the help center inside your website, copy the embed option shown on this tab.

How to read Knowledge Base analytics

Go to the Analytics tab to see how customers use your help center.

Metric	What it means
Total views	The number of times customers opened an FAQ or a category page.
Unique visitor	The estimated number of different people who visited your help center.
Search queries	The total number of searches customers ran in your help center.
Total FAQs with views	The number of your FAQs that were viewed at least once.
Top performing FAQs	Your most-viewed FAQs, with view counts and how many customers marked each as helpful.

Migration

If your help center is on Gorgias today, you can move it into your BIK knowledge base in a few clicks. Your categories, articles, images and files come across together, so you don't have to rebuild anything by hand.

On the Migration tab, find Gorgias under Import from.
Click Migrate.
Paste the link to your Gorgias help center
Start the import.
Choose how your articles should arrive:
Draft: articles are imported but customers can't see them yet. Pick this if you'd like to review or edit them first.
Published: articles go live in your knowledge base as soon as the import finishes.

FAQs

Will customers see FAQs I'm still working on?
No. Draft FAQs never appear on your live help center. Only published FAQs show up
Can I see what my help center looks like before I publish it?
Yes. The Preview panel updates as you edit, and Preview help center opens the full version in a new tab. Your live site is the most accurate view of what customers will see.
Do I need to know CSS to make my help center look good?
No. Pick a theme preset and adjust the colours and fonts. Custom CSS under Advanced is optional.
Can I use my own domain?
Yes. Add it under Domain → Custom Domain. You can also use the BIK help center URL straight away.
Can I import FAQs from another help desk or a spreadsheet?
Not yet. Bulk import is planned for a future phase. For now, add FAQs on the All FAQs tab.

If you have any questions or need help, reach out to us at [email protected] or through the in-app chat.