Velaro Knowledge Base

What is the Velaro Knowledge Base?

The Velaro Knowledge Base is a built-in help center where you publish articles, guides, FAQs, and documentation for your customers. It lives at your help domain (e.g. help.yourcompany.com) and integrates directly with your Velaro AI bots — so bots can answer questions using your actual published articles.

Structure: Topics and Articles

The KB is organized as:

• Topics — top-level categories (e.g. "Getting Started", "Billing", "Technical Guides")
• Articles — individual help pages within each topic

Topics can be ordered and grouped to create a clean navigation structure. The number of articles available depends on your plan — check your Billing page for your current limits.

Creating a topic

1. Go to Knowledge Base > Topics.

2. Click New Topic.

3. Enter a name and optional description.

4. Choose a parent topic if it should be nested (e.g. "Advanced" under "Technical Guides").

5. Set the display order.

6. Click Save.

Writing an article

1. Go to Knowledge Base > Articles.

2. Click New Article.

3. Select a topic.

4. Enter a title (clear and searchable — this appears in search results).

5. Write the content using the rich text editor:

- Bold, italic, headings, lists, links, images, tables, code blocks

- Drag-and-drop image upload

- Full HTML editing for advanced layouts

6. Set a slug (the URL path, e.g. /article/getting-started-with-chat).

7. Add search tags — keywords that help visitors and the AI find this article.

8. Set visibility:

- Public — visible to all visitors without logging in

- Private — requires login (for customer portals)

Publishing articles

Articles are drafts until you click Publish. Published articles appear on your help site immediately. You can unpublish at any time to take an article offline while editing.

Making articles available to AI bots

To make an article's content available to your Velaro AI bots:

1. Open the article in the editor.

2. Scroll to Bot & Agent AI in the sidebar.

3. Toggle Enable as bot response on.

4. Click AI Generate to automatically write a concise bot summary using AI — or type your own. The summary is what your bot says when a visitor asks a question matched to this article. Keep it 100–150 words and written in second-person ("you", "your").

5. Save and publish.

The article is indexed for bot use automatically on publish.

Setting up your KB domain

Custom domain setup requires Velaro to provision SSL and configure hosting on our end — it is not a self-service DNS change. This is available on Professional plans and above. If you are on a different plan, an add-on may be available.

To get started, submit a support ticket with your desired domain (e.g. help.yourcompany.com) and your account details. The Velaro team will handle SSL provisioning, confirm the DNS records you need to set at your registrar, and activate the domain once everything is verified.

Velaro-hosted subdomain (e.g. yourcompany.velarohelp.com): also contact your account manager or submit a ticket — no DNS changes are needed on your end for this option.

Once your domain is live, it will appear in Knowledge Base > Settings with a copy button. Share it in your website footer, email signatures, and support auto-replies.

Organizing topics into categories

Articles belong to topics, and topics belong to categories (top-level sections of your help center). Categories appear on the homepage as browsable sections.

1. Go to Knowledge Base > Topics & Categories.

2. Click New Category to create a section (e.g. "Getting Started", "Billing", "Integrations").

3. Edit each topic and assign it to a category.

4. Use the AI Auto-categorize button to have AI automatically group all your uncategorized topics into sensible categories — useful when setting up a new KB or importing legacy content.

Topics without a category are shown in a "General" section on the public site so no articles are ever hidden.

Customizing your help center

Go to Knowledge Base > Settings to customize:

• Logo — your company logo shown in the header
• Colors — primary and accent colors to match your brand
• Domain — set a custom domain (e.g. help.yourcompany.com)
• Header links — add navigation links to your main site
• Return link — a "Back to [Company]" link in the header
• Live Chat — embed the Velaro chat widget so visitors can ask questions live

Search

The KB has built-in full-text search across all published articles. Visitors can search by keyword from the help center home page or within any article.

Article analytics

Each article shows:

• Views — total page views
• Helpful / Not Helpful — if you have the feedback widget enabled
• Bot citations — how many times an AI bot cited this article in a response

Use low-rated or frequently-cited articles to identify content that needs improvement.

SEO tips

• Write descriptive titles — Google indexes the KB just like any website
• Use H2 and H3 headings to structure long articles
• Add canonical tags if you publish similar content elsewhere
• Articles at a custom domain (help.yourcompany.com) rank better than a subdomain of Velaro's domain

Keeping the KB current

Set a review schedule for high-traffic articles — monthly for frequently-changing content (pricing, integrations), quarterly for stable guides. The article list shows the last modified date to help you identify stale content.