# Full Documentation Index ## Create an Article URL: http://ask.knowted.help/help/article/create-an-article/ Articles play a central role in Knowted. While Articles are what you logically serve to your customers, they function primarily as containers for [Article Variants](/help/article/create-a-variant/). Knowted continuously optimises your content, so it’s actually the Article Variants that your customers read. The Article itself acts as the parent structure that groups and manages these variants. An Article can have one or more variants. As soon as an Article contains multiple variants, Knowted automatically begins optimising which variant is shown to your customers. ## How to Create an Article 1. Navigate to the Articles section. 2. Click Add Article 3. Enter the Article Title / Name (e.g., 'Getting Started'). 4. Optionally, provide a Short Description. 5. Enter a unique Slug (e.g., 'getting-started'). This is mandatory for saving the Article. 6. Set the Display Order (optional). 7. Click Save Article. ### Running a Knowted Agent from Article You can run a [Knowted Agent](/help/article/introducing-knowted-agents/) directly from the Article form. [Steps to set up your first Knowted Agent are here](/help/article/automatic-generation/). When you do this: 1. The agent uses the Title and Description you provide (the more specific, the better). 2. Knowted automatically generates the first Article Variant for the Article. This allows you to quickly create high-quality documentation, saving time by letting Knowted handle the initial content creation for you. --- ## Create a Collection URL: http://ask.knowted.help/help/article/create-a-collection/ Collections serve as the primary containers for your documentation structure. They are defined by a Name, a required Slug (URL identifier), and can be set as Published or unpublished. Often, they represent the types of users you may have, or the individual products you have, such as if you're documenting [physical products](/help/article/documenting-products/). ## How to Create a Collection 1. Navigate to the **Collections** section. 2. Click **Add Collection**. 3. Enter the **Article Title / Name** (e.g., 'Getting Started'). 4. Optionally, provide a **Short Description**. 5. Enter a unique **Slug** (e.g., 'getting-started'). This is mandatory for saving the collection. 6. Set the **Display Order** (optional). 7. Click **Save Collection**. Next is [creating categories](/help/article/create-a-category/). --- ## Create Knowted Agents URL: http://ask.knowted.help/help/article/automatic-generation/ Knowted is a powerful platform that autonomously explores your software—just like a real user—and generates detailed, accurate documentation. In fact, the article you’re reading now may have been created by a Knowted Agent. By letting Knowted explore your application directly, you can: * Save significant time creating your initial documentation set * Keep documentation automatically up to date by running agents on a schedule * Verify and improve the accuracy of existing documentation Knowted’s automatic generation becomes even more effective when paired with its automatic optimisation engine. Underperforming articles are rewritten, validated for accuracy by Knowted’s agents, and republished—all without you lifting a finger. Unlike other systems, Knowted does not rely on code or static analysis. Instead, it interacts with your product exactly as a user would. This makes it especially powerful for micro-service architectures, complex user flows, and multi-surface applications where other systems often fall short. ## Getting Started: Create Your First Agent Follow these steps to create your first Agent: 1. In the dashboard sidebar, click Agents 2. Click Create Agent 3. Enter the required setup details If your application requires authentication, Knowted will prompt you for a username/email and password. Passwords are securely encrypted and never visible to anyone. For best practice, we recommend creating a dedicated user account for your Knowted Agent. ### When Should You Create Multiple Agents? You can create as many Agents as you need. Multiple Agents are valuable when your product has variations that lead to different user experiences, such as: * Regional versions (e.g., US vs. UK) * Different pricing tiers * Distinct user roles (e.g., Accountant vs. Business Owner in accounting software) Whenever parts of your product differ meaningfully, we recommend configuring and running separate Agents for each variation. ## Running an Agent from an Article You can also run an Agent on-demand directly from the Article creation flow: 1. When creating an Article, enable Run Agent upon creation 2. Select the Agent you want to use Once the Article is created, the Agent will automatically begin its exploration and produce an Article Variant. This is especially helpful for generating highly nuanced or targeted documentation. [Learn more about creating articles here.](/help/article/create-an-article/) --- ## Deploy a Help Centre URL: http://ask.knowted.help/help/article/create-help-centre/ All Knowted plans include the ability to deploy your own fully hosted Help Centre. This allows your customers to quickly find answers, explore product documentation, and reduce support requests through self-service content. ## How to create your Help Centre 1. Login into Knowted 2. Navigate to Deployment Settings 3. Enter your Help Centre details 4. Click Save. Once saved, Knowted will create a Help Centre for you with a working URL name of: [organisation-name].knowted.help. ### Built in discovery for LLMs By default, Knowted also creates an [llms.txt](https://llmstxt.org/) file for your Help Centre. This helps large language models (LLMs) like ChatGPT and Claude discover and reference your documentation more accurately when answering user questions. This means your help content can surface not only in search engines, but also directly within AI-powered tools. [We suggest reading more on how Knowted optimises your content on our blog, here](https://knowted.co/blog/master-product-documentation/). ### Add your analytics tracking When setting up your Help Centre you can add your own [Google Analytics code](https://developers.google.com/analytics) to track visitors to your site. This allows you to unify your analytics across platforms, for example your product and Knowted. [Learn more about adding analytics tracking and integrating with Google Search Console here.](/help/article/add-google-analytics/) --- ## Create Article Variants URL: http://ask.knowted.help/help/article/create-a-variant/ Article Variants are the actual content within your [Articles](/help/article/create-an-article/). Knowted differentiates between Articles and Article Variants (the specific version of the content) to enable advanced machine learning optimisation to serve your customers the best possible product documentation for your products. ## How to Create an Article Variant 1. Ensure you have already created an [Article](/help/article/create-an-article/). 2. From the Knowted dashboard, click Articles. 3. Locate your desired Article and click New Variant. 4. Enter the content details and click Save. ## Article Variant Fields Explained When creating a variant, you will see several key fields: * **Title:** The public-facing title of the article. * **Excerpt:** A brief summary displayed on your default help center to help users find the right content. * **Article Content:** The main body of your article. * **SEO Settings (Right Sidebar):** These populate your meta tags, helping your articles rank higher on search engines like Google. ### Article Variant Types Under the Configuration section, you can assign a "Type" to your variant to control how it is served to your audience: * **Control:** This is your primary "live" version. Each Article can only have one Control version at a time. * **Test:** These variants are used for A/B testing. Knowted’s optimization engine serves these to a segment of your customers to measure performance. * **Draft:** These versions are for internal use and are not visible to customers. * **Archived:** These are hidden from customers but kept for your historical records. ## How Knowted Optimisation Works Knowted uses machine learning to compare your Test variants against your Control variant. By tracking the following metrics: * Helpfulness rate: Does the user say this article was helpful? * Contact Support rate: Does the user read the article, then still go on to contact your support team. Knowted automatically serves your test variants against your control variant to maximise helpfulness rate and minimse contact support rate. This in turn, gives your customers the best experience and helps you [increase your CSAT and reduce support costs](https://knowted.co/blog/reduce-documentation-debt/). --- ## Edit Article Variants URL: http://ask.knowted.help/help/article/edit-article-variants/ Mistakes happen and sometimes small typos or link changes need to happen within your post. Luckily, it's a straightforward process to edit your : Mistakes happen — whether it’s a small typo, a broken link, or a minor formatting issue. Fortunately, updating your content is quick and easy. You can edit any existing [Article Variants](/help/article/create-a-variant/) directly from your Knowted dashboard. ## How to Edit an Article Variant 1. From the Knowted dashboard, click Articles. 2. Find the article you want to update and click the down arrow to reveal its variants. 3. Locate the variant you’d like to change and click Edit Variant. 4. Make your updates, then click Save to apply the changes. Your edits will take effect immediately. ### When to Edit vs. Create a New Variant Editing is best for small, non-structural changes, such as: * Fixing typos or grammar * Updating links * Correcting minor factual errors * Adjusting formatting If you’re making substantial content changes—such as rewriting sections, changing the message, or testing a different approach—we recommend [creating a new variant instead](/help/article/create-a-variant/). Creating a new variant allows Knowted to automatically test performance and determine whether the new version outperforms your existing content, helping you optimise results over time. --- ## Create a Category URL: http://ask.knowted.help/help/article/create-a-category/ Categories help you organize content within a [Collection](/help/article/create-a-collection/) so users can easily navigate and find the information they need. They can be structured around tasks (e.g., “Setup,” “Integrations,” “Troubleshooting”) or represent key sections of your product. ## How to Create a Category 1. Navigate to the **Categories** section. 2. Click **Add Category**. 3. Enter the **Article Title / Name** (e.g., 'Basic Setup'). 4. Select the parent **Collection** from the dropdown (e.g., 'Getting Started'. 5. Enter a unique **Slug** (e.g., 'basic-setup'). 6. Click **Save Category**. Next up is [creating Articles](/help/article/create-an-article/). --- ## Providing Exceptional Customer Support Across Any Business with Knowted URL: http://ask.knowted.help/help/article/documenting-products/ Knowted isn’t just for tech companies—it can help any business deliver valuable support to your customers. Whether you sell consumer products, financial services, or insurance, Knowted helps you organise your knowledge and make it easier for users to find the answers they need. ## Organising your Documentation There are four levels of organisation within Knowted, these are: 1. Collections 2. Categories 3. Articles or Guides 4. Variants A suggested documentation structure for physical or non-software based products would be: **Use Collections to represent high-level products**, or when you expect your users to be interested in one area of your business, but not another. Examples could be: * Televisions, Speakers, etc. * Personal Banking, Business Banking, etc. * Life Insurance, Health Insurances, etc. The second level is Categories. **Categories can either be task oriented, or refer to a specific product.** Examples here could include: * Specific TV model or family * Checking accounts, lending, etc Steps to [create a Category are here](https://ask.knowted.help/help/article/create-a-category/). The final level is the content! Articles should relate to the specific category and collection, and help your users. ## Optimising your Documention The power of Knowted is to automatically optimise your product documentation by re-writing or flagging articles for review. Documention on Knowted can be constantly testing multiple variants to your user to help your customer's get the assistance they need, without the need to contact your support teams. This is no different if you're supporting real-life products. To ensure this happens, we suggest suggest selecting "Automatic Optimisation" on the Optimization mode. You can learn more about [adding articles here](https://ask.knowted.help/help/article/create-an-article/). Knowted will then measure the effectiveness of your content, providing your content teams with real insight on the value of product documentation. --- ## Ways to use Knowted Agents URL: http://ask.knowted.help/help/article/ways-to-use-knowted-agents/ We recently introduced [Knowted Agents](https://knowted.co/blog/introducing-knowted-agents/) to help automate the heavy lifting of documentation. But how do you actually put them to work? Whether you’re looking to stop "documentation drift" or turn Slack chats into polished articles, here are three powerful ways to use Agents within Knowted today. ## Verify Your Application (and End Documentation Drift) Documentation is only useful if it’s accurate. To ensure your docs stay in sync with your live application, you can run [Knowted Agents on a schedule](https://ask.knowted.help/help/article/automatic-generation/). * **How it works:** Knowted scans for changes in your application at set intervals. * **The Benefit:** If something changes, Knowted automatically flags the discrepancy and updates your documentation. You get real-time feedback and a source of truth that actually stays true. ## Generate Articles Automatically Knowted is built for constantly experimenting and optimising content, which is why we utilise an intentional two-step creation process. This ensures your content is targeted and relevant for your users, reducing your customer support tickets. To create an article using an Agent: 1. Navigate to Articles > Add Articles. 2. Enter a clear, descriptive title and fill out the required fields. 3. In the Run Agent field, select the specific Knowted Agent you want to use. 4. Click Save Article. Once saved, Knowted triggers the Agent to process your context and generate a [new Article Variant instantly](https://ask.knowted.help/help/article/create-a-variant/). ## Turn Slack Threads into Documentation Some of your best technical insights happen in Slack threads. [Our Slack integration](https://ask.knowted.help/help/article/connect-slack/) allows you to capture that knowledge without leaving the chat. * **How to use it:** Simply tag @Knowted create documentation in any Slack thread. * **What happens next:** Knowted pulls the context from the conversation and calls your Agents to either draft a brand-new article or update your existing documentation. --- **Pro Tip:** Using scheduled Agents alongside the Slack integration ensures that no matter where knowledge is created—or how your app evolves—your docs stay current. --- ## Measure Documentation ROI: Across all Channels URL: http://ask.knowted.help/help/article/introducing-analytics-dashboard/ Stop guessing the ROI of your documentation. Today, we’re launching the Knowted Analytics Dashboard. Your new command center for tracking documentation impact at scale. Here are some key use-cases: ## What value does my documentation bring? Headlining line the dashboard is the key metrics that you can report back to your business: * **Total Views:** Understand your reach. * **Helpfulness Rate:** Gauge user satisfaction in real-time. * **Support Deflection:** Prove the money you’re saving the business through reduced support tickets. * **Content Volume:** Track your library’s growth. At its core, these numbers are what matter. Combined with [Knowted Optimise](https://www.knowted.co/feature/optimise/), you can work to continuously improve these numbers, improving your support efficiency and [reducing the burden on your success team](https://www.knowted.co/blog/master-product-documentation/). ## Where is my documentation being served? With AI tools using documentation it’s become harder to keep track of what articles are being served, and where. Are some articles performing well on your [Help Centre](https://knowted.co/feature/help/), but not your blog or your AI tools? Knowted’s centralised approach with many connections through integrations or [APIs](https://ask.knowted.help/help/article/get-started-knowted-api/) make it easy to manage your content and track the performance of it - no matter where it served. ## Identify gaps in documentation through Knowted Search Analytics Search is critical for discovering documentation. Whether it’s a user, or an AI chatbot, searches play a crucial role in discovering documentation. Knotted Search Analytics gives you at a glance what is being searched for, what is returned and crucially highlights searches where no or little content is returned. ## Need more analytics? This is only the beginning for analytics at Knowted. But we know that connectivity is key, that’s why you can add [analytics tools such as Google Analytics (GA4), Datadog, Posthog, and many more directly to your Help Centre](https://ask.knowted.help/help/article/add-google-analytics/). Also, if you’re on an Enterprise plan, we can arrange data syncs between Knowted and your data warehouse such as [Snowflake](https://www.snowflake.com/en/). --- ## AI Needs Good Content: Why Your Documentation Is the Secret to Great AI Experiences URL: http://ask.knowted.help/help/article/product-documentation-and-ai/ AI has become a huge part of business and our lives, and for good reason. It can deliver real, measurable value to your customers and your support teams. Whether it's an AI agent fielding support tickets or an intelligent help centre surfacing the right answers, the potential is enormous. But here's the thing nobody tells you: AI is only as good as the content it's built on. ## The hidden foundation — your documentation Underpinning every successful AI implementation is one thing, specifically documentation. Not just any documentation well-structured, accurate, and up-to-date content that describes exactly how your product works. This is the ground truth. The source of truth. The single most important asset your AI agents and help centres will ever rely on. When documentation is missing, outdated, or poorly organised, AI agents hallucinate, give wrong answers, and frustrate customers. When it's excellent, AI becomes genuinely helpful answering questions accurately, reducing support tickets, and delivering the kind of seamless experience that turns users into advocates. ## How modern LLMs actually work — grounding and retrieval You've probably heard the term "retrieval-augmented generation" or RAG. It's the architecture that powers nearly every AI customer support tool, including [Intercom Fin](https://www.intercom.com/fin) and [Knowted](https://knowted.co/). Here's what it means in practice: Modern large language models, the brains behind AI agents, don't inherently know about your product. They weren't trained on your app's specific features, workflows, or pricing. If you ask them a product question without any context, they'll either guess or refuse to answer. Both are bad outcomes. RAG solves this by **retrieving** relevant documentation at the moment a question is asked, then **grounding** the model's response in that retrieved content. The process works like this: 1. A user asks a question — for example, *"How do I export my billing report?"* 2. The system searches your documentation to find the most relevant articles, steps, and answers. 3. That retrieved content is fed into the LLM alongside the user's question. 4. The model generates an answer based on the actual content it retrieved - your documentation. 5. The user gets a natural-language answer that's accurate because it's grounded in real, current content. This is why documentation quality is the single biggest factor in AI agent performance. Garbage in, garbage out. If your docs are outdated, the agent gives outdated answers. If your docs don't exist, the agent has nothing to work with. ## Documentation that powers both humans and machines This changes how you think about documentation. It's no longer just a help centre for humans to browse - it's the knowledge base that powers AI agents. Your documentation serves a dual purpose: - **Human readers** use it to self-serve, find answers, and learn your product. - **AI agents** use it as their grounding material to generate accurate, contextual responses. Both audiences need the same thing: clear, accurate, up-to-date content. But the stakes are higher for AI — because when a human browses a help centre, they can judge whether an article is outdated. When an AI agent answers a question, it speaks with confidence, even when it's wrong. That false confidence is what makes bad documentation so dangerous in an AI world. ## Enter Knowted Agents This is exactly why we built [Knowted Agents](https://knowted.co/blog/introducing-knowted-agents/). Knowted Agents are autonomous AI companions designed to learn your application and automatically generate comprehensive, high-quality documentation. They explore your software just like a user would, capturing every screen, workflow, and feature, then turn that into structured content that both humans and AI agents can rely on. This means: - **No more documentation drift** — agents can be scheduled to run regularly, so your docs stay in perfect sync as your product evolves. - **Launch a full Help Centre in minutes** — go from zero documentation to a fully working, searchable help centre hosted on Knowted. - **Content that powers AI agents** — the documentation Knowted Agents produce is structured and optimised for retrieval, making it ideal grounding material for AI agents like [Fin by Intercom](https://www.intercom.com/fin) or any RAG-powered support tool. - **Integrations that meet your team where they are** — push your documentation directly to Intercom, HelpScout, Salesforce, or Zendesk. Knowted generates and refines the content; your support team works in the tools they already use. ## The documentation problem won't solve itself As more companies adopt AI agents for customer support, the race is on. But the competitive advantage won't come from who has the best language model, it'll come from who has the best documentation. If your docs are stale, your AI agent will give stale answers. If your docs are incomplete, your AI agent will hit its limits. If your docs don't exist, your AI agent has nothing to say. Knowted Agents solve the root problem by keeping your documentation current, comprehensive, and structured for AI, automatically. So when your AI agent speaks, it speaks with accuracy and confidence. [Set up your first Knowted Agent today](https://knowted.co/accounts/signup/) and watch your documentation and customer support transform. --- ## Scale your documentation with your customers URL: http://ask.knowted.help/help/article/reduce-documentation-debt/ Customer support is traditionally viewed as a cost center. In the corporate world, costs are driven down, revenue slumps are met with budget cuts, and when gross margins are under pressure, the support department is often the first place leadership looks to trim. However, for scaling companies, support is often the first "unscalable" hurdle. Unlike servers, you can’t just spin up more support staff with a click. When documentation is lacking, founders find themselves bogged down in tickets instead of building features. This highlights the incremental nature of support costs. Most expenses are seat-based—think Salesforce, Intercom, or even the physical desk space. As your user base grows, your overhead grows in a linear, expensive way. ### Why Does Revenue Get All the Optimisation? Most companies have a dedicated marketing performance team that optimises every click through A/B testing and experimentation. Yet, support teams rarely take the same data-driven approach to reducing overhead. If we optimise our ads to lower Customer Acquisition Cost (CAC), why aren’t we optimising our product documentation to lower the cost to serve? There are three main challenges preventing companies from achieving "Support Zen." ## The Burden of Manual Documentation Writing and maintaining a knowledge base is a massive undertaking. Documentation is often the first thing to go out of date, leading to a "documentation gap." In the best case, a customer reaches out to support for an answer that should have been public. In the worst case, the customer customer gets frustrated and potentially churns. and churns. The Knowted Solution: This is where [Knowted Agents come in](https://knowted.co/blog/introducing-knowted-agents/?post_id=efbf4ddb-bca8-4458-b419-b9c977183f31). Our multi-agent technology uses advanced LLMs and computer vision to automatically explore your application exactly as a user would. It documents your product in real-time—no code, just results. To eliminate "doc debt," you can [schedule Knowted Agents](https://ask.knowted.help/help/article/automatic-generation/) to crawl your app on a recurring basis. As your product evolves, your documentation evolves with it. ## Lack of Documentation Optimisation Marketing spends thousands refining headlines to increase conversions. We rarely see that same rigor in support, despite the ROI being clear: every "helpful" article is a ticket deflected. Knowted is, at its core, an optimisation engine. * **Optimisation Testing for Support:** [Each article can have multiple variations](https://ask.knowted.help/help/article/create-an-article/) that are constantly tested to ensure the best article is served to your customers. * **Data-Driven Helpfulness:** We track which version maximises the "helpfulness rate" and minimises the number of users who click "Contact Support." This happens automatically. By combining this with Knowted Agents, you can continuously re-write and experiment with articles to find the most effective way to guide your users. ## Content Fragmentation (Meeting Users Where They Are) A static Help Center is no longer enough. While Knowted provides a beautiful hosted Help Center, we know that users need answers inside the tools they already use. * **AI Chatbot Integration:** High-quality product documentation is the fuel for Generative AI. Knowted integrates seamlessly with providers like Intercom to power tools like [Fin](https://fin.ai/), ensuring your AI bot actually knows what it's talking about. * **Headless Documentation:** You can use your documentation to drive growth and revenue across any channel. Knowted’s API allows you to pipe your content anywhere. In fact, the post you are reading right now is served via the Knowted API directly onto our marketing site. --- ## Master self-service through product documentation URL: http://ask.knowted.help/help/article/master-product-documentation/ We want to take you in depth into what’s driving the trends in customer support and the role product documentation plays for businesses financials, customer satisfaction and AI strategy. As competition between brands has increased, as margins have tightened, pressure to not only implement AI, but show benefits from AI has increased - it’s never been more important to stay ahead of the curve. ## Why self-serve is the new standard for SaaS For the past few years, we’ve seen a rise in customers expecting self-service. This is backed up [in a study done by Salesforce](https://www.salesforce.com/company/analyst-reports/) in which they find that 61% of customers now prefer self-service resources over talking to a human support agent. When companies see "lack of support" as a detractor in NPS or CSAT surveys, it usually stems from two issues: 1. A genuine lack of available agents. 2. The inability to self-serve, leading to a friction-filled support experience. The ability to self-serve for customers to self-serve can decrease these complaints by providing answers when they need it. Whilst self-serve doesn’t involve contacting a human support agent it does leave the customer satisfied with your service. The more effective your ability to self-serve customers, the more efficient your actual support teams become as they receive less support tickets. This means that self-serve support is both a revenue play and cost reduction activity. In fact, we strongly believe that [self-service is key to scaling efficiently](https://www.knowted.co/blog/reduce-documentation-debt/). Though, there a three main barriers to doing so: * Content Fragmentation * Lack of documentation optimisation or attribution * The cost or burden of producing documentation ## Transitioning support into a revenue generating machine Why is self-serve the way? Well, traditionally, customer support is viewed as a "cost center"—an expense that sits below revenue and eats into gross profit. What we’ve seen is an increasing pressure for support centres to make customer support a competitive advantage and get involved in revenue generation. Although it seems more work, it actually gives support teams two levers to positively contribute: * Reduce cost through efficiency * Increase revenue by making support a competitive advantage. At Knowted, we’ve built our platform around optimisation and attribution. Just as marketing teams track which ads drive sales, support teams should be able to quantify how their product documentation reduces churn and increases product adoption. For years, we’ve been aware that bad CX leads to churn, and customer dissatisfaction. We expect that the CX becomes more and more of a selling point and competitive advantage for brands. Knowted believes we should borrow some lessons from revenue teams such as marketing who’ve been at the forefront for years. One feature that is common across all revenue focused teams is their constant experimentation and drive. That’s why Knowted is built around optimisation and attribution that you really only see in true marketing platforms. By making optimisation front and centre, Support teams can iterate, improve and crucially quantify their value. ## Efficiency is more important than cost reduction Wait a minute. Are you sure? Yes. Being efficient with how documentation is created can create a flywheel of effects: * Documentation is created automatically * Less content gaps and higher accuracy leads to higher self-service * Higher self-service leads to lower requirements for support teams * Cost efficiency can be captured or redeployed to revenue generating activities. We have introduced [Knowted Agents](https://www.knowted.co/blog/introducing-knowted-agents/) which are complex agentic AI systems that autonomously explores and documents your product exactly like a user would! This gives you rich, accurate documentation from the users perspective. Knowted Agents can significantly increase the speed in which you create your documentation but also significantly decrease the total cost of the maintenance of your documentation. ## Content for humans and LLMs In 2025 and beyond it isn’t just humans reading content - it’s AI too. As more customers turn to AI such as ChatGPT, Gemini or Perplexity, appearing positively in AI is crucial. Interestingly, the old idea behind product documentation has become even more important as a solid source of truth is needed. ### LLMs.txt [LLMs.txt](https://llmstxt.org/) is a proposal launched by the famous Jeremy Howard to standardise how LLMs consume content. The idea behind it is quite simple: LLMs require content, but ingesting websites with all its HTML markup is too inefficient. LLMs.txt seeks to provide a standardised way to present information to LLMs. LLMs.txt are both human and LLM readable and are effectively Markdown files containing your content - allowing for easier processing than a standard website. To date, LLMs.txt has been the initiative that has gained the most momentum. That is why when you [create a Help Centre](https://ask.knowted.help/help/article/create-help-centre/) with Knowted we automatically create both a llms.txt and llms-full.txt for you, located at your-domain/llms.txt. (you can check out Knowted’s own help centre [llms.txt here](https://ask.knowted.help/llms.txt) and [llms-full.txt here](https://ask.knowted.help/llms-full.txt). Knowted also updates your site’s robots.txt to help direct LLM crawlers to your llm.txt files. This helps your brand get recognised and increase your GEO posture. [As noted by SEMRush, product documentation is becoming increasingly important](https://lp.semrush.com/outranking-your-competitors-in-ai-search.html) for brand recognition as it’s used to answer pre-purchase questions when users interact with LLMs such as ChatGPT. ## Taking documentation to where users are Documentation is getting wider reach. The closer you can bring help to your users the better. Even better if you can begin to predict what help your users need before they even need it. The wider reach of content creates a unique challenge for documentation teams as it becomes harder to manage across platforms and silos. This becomes a bit of a snowball effect when outdated content is scattered across tools and dare we say, AI tools. Knowted is designed to be central to your content operations, but not the central tool. What do we mean by that? We mean that Content is created or synced to Knowted. Our powerful [REST APIs](https://ask.knowted.help/help/article/get-started-knowted-api/) allow it to be connected to your own Knowted Help Centre, CRM system such as [Intercom](https://ask.knowted.help/help/article/connect-intercom/), or even your product. But, by being central, you still get the benefits of Knowted’s machine learning based optimisation so your users get the best documentation every single time. Plus, everything is recorded and attributed back to your content. ## New AI channels need grounding Whether intentional or not, our documentation is being served in new channels and ways. From Google’s generative answers, your own generative answers or even chatbots you may use, it all needs a strong grounding through a source of truth. This, in most cases, is your help centre. Content gaps or incorrect information becomes even more important as there is little to no human oversight within these support channels. Take the example of a chatbot, if your content is outdated there’s a high chance your chatbot such as Intercom’s Fin will give incorrect answers without you even knowing. [Given that 56% of customers rarely complain about a bad service](https://www.zendesk.co.uk/blog/customer-service-statistics/) you may never know that this has happened. Keeping your product documentation up to date is a hugely time-consuming and costly task no matter the size of your business. Knowted Agents can help hugely in this. By scheduling Knowted Agents to run regularly, Knowted Agents will be able to explore your actual application like a user would and validate the accuracy of your product documentation and update it real-time. This drastically reduces the total cost of ownership for your documentation, making your teams a lot more efficient. --- ## Introducing Knowted Agents URL: http://ask.knowted.help/help/article/introducing-knowted-agents/ You've heard the term "agent"—they're everywhere in the world of AI, and it's no different here at Knowted. In fact, our entire platform was built around a singular, powerful idea: Knowted Agents are here to revolutionize the way you handle product documentation. But what exactly are they, and why should you care? --- ## What is a Knowted Agent? Simply put, a Knowted Agent is our bespoke, autonomous AI designed to learn your software application, navigate it, and automatically generate comprehensive, high-quality documentation for your users or other AI applications. ### What Does This Mean for You? This isn't just a fancy feature; it's a massive shift in how documentation gets done. It means: * Drastically Less Manual Work: The Agent autonomously explores your application, doing the tedious documentation work for you. * The End of Documentation Drift: Since Knowted Agents can be scheduled to run regularly, your documentation stays perfectly in sync as your product evolves. No more out-of-date help articles! * Instant Help Centers: Need a new section documented now? Run the Agent on demand. Harnessing the power of autonomous agents, you can go from zero product documentation to a fully working Help Center, hosted on Knowted, in under 15 minutes. ## Your Questions Answered We know that modern applications have complexities. Here's how Knowted Agents handle them: ### "My application is authenticated. Can Knowted handle it?" Absolutely! Most applications require a login, so Knowted Agents are built to seamlessly handle your authentication requirements while they explore your application. ### "What if my application has different versions?" No problem at all. You can easily create and manage separate Agents for each distinct version of your product, ensuring all your documentation is version-specific and accurate. ### "What if I use Intercom, Salesforce, or another help system?" Knowted is designed to play well with others! You can use Knowted Agents to generate and refine all your great content, but then push it directly to the system your support team already uses, t[hanks to our robust integrations](https://ask.knowted.help/help/article/create-an-integration/). We currently integrate with Intercom and Help Scout, with Salesforce and Zendesk coming very soon. This flexibility is powerful: you speed up your content operations without forcing your support agents to adopt a new system. **Tip:** Engaging with our REST APIs unlocks the next level. You start benefiting from Knowted’s machine learning optimization, which focuses on serving the right content variant to the right customer at the right time. This not only boosts customer satisfaction but significantly reduces your customer support costs. --- ## Ready to Get Started? Stop wasting time writing documentation and start leveraging the power of autonomous AI. You can set up your first Knowted Agent and experience the magic for yourself right now! [Set Up Your First Agent Today!](https://knowted.co/accounts/signup/) --- ## Get started with Knowted's API URL: http://ask.knowted.help/help/article/get-started-knowted-api/ Knowted offers a robust API that allows you to use the platform as a headless CMS. This means you can manage your content in Knowted but display it anywhere—in your own web app, a mobile application, or a custom site. For example, our own Knowted Blog is powered entirely by this API. ## Create your API Key Knowted uses API Keys to authenticate requests. To create one: 1. From your Knowted dashboard, navigate to Integrations. 2. Under the API Keys section, click Create API Key. 3. Give your key a descriptive name (e.g., "Production Website") and click Create. > **Security Note:** Treat your API keys like passwords. Never share them in public forums or check them into source control (GitHub). ### Revoking API Keys If a key is compromised or no longer needed, you can revoke access instantly from the Integrations page by clicking Revoke next to the specific key. Once revoked, any further requests using that key will be rejected. ## Using the API To authenticate your requests, include your key in the Authorization header of your HTTP request. Header Format: `Authorization: API-Key {Your_Key_Here}` ## Full Documentation For a complete list of endpoints, schemas, and parameters, please visit the `/docs/`path of your specific Knowted URL. Example: [ask.knowted.co/docs/](https://ask.knowted.co/docs/) --- ## Connect Slack to Knowted URL: http://ask.knowted.help/help/article/connect-slack/ Knowted has an integration with [Slack](https://slack.com/) that allows you to create, or update documentation from your Slack workspace. This is great for when content teams are discussing issues and you want Knowted to update the content. The integration is powered by [Knowted Agents](https://ask.knowted.help/help/article/automatic-generation/) to explore your application and verify the accuracy. ## Create integration with Slack To get started with your integration, please follow the steps below: 1. Login into Knowted 2. Click Integrations 3. For Slack, click Connect button. 4. You'll be redirected to Slack to authorise the integration. ## Using Knowted's integration with Slack To use Knowted with Slack, you first need to add Knowted to the channel. Then it's a simple as going @knowted, create documentation. Knowted will take it from here and create or update the documentation for you based on what's been discussed in the thread. ## Knowted and Slack use cases A common use-case for Knowted in Slack is when you and your team are discussing issues or features in your product and what it be documented. Simply be going "@Knowted document this", Knowted will run automatically acknowledge this and using the power of [Knowted Agents](https://knowted.co/blog/introducing-knowted-agents/), will autonomously explore your application with the knowledge given in the thread, and update or create documentation ready to be shown to your customers! --- ## Integrating Google Analytics and Search Console URL: http://ask.knowted.help/help/article/add-google-analytics/ Connect your [Knowted Help Centre](/help/create-help-centre/) to [Google analytics](https://developers.google.com/analytics) and [Google Search Console](https://search.google.com/search-console/about) to unify your reporting across marketing, product, and documentation sites. ## Set up Google Analytics (GA4) Knowted supports Google Analytics 4 to help you track page views, user behavior, and search terms within your documentation. 1. Log in to your Knowted dashboard. 2. Navigate to Deployment Settings from the sidebar. 3. Locate the Google Analytics field and enter your Measurement ID (e.g., G-XXXXXXXX). 4. Click Save Configuration. Note: It may take 24–48 hours for data to begin appearing in your Google Analytics dashboard. ## Verify your domain in Google Search Console Google Search Console allows you to monitor your SEO performance. [Knowted is optimized for both traditional SEO and GEO (Generative Engine Optimization)](https://knowted.co/blog/master-product-documentation/)) to ensure your content is easily indexed by LLMs like ChatGPT. ### Step 1: Get your Meta Tag from Google 1. Log in to Google Search Console. 2. Click Add Property and enter your .help domain URL. 3. Under the Verify Ownership options, select HTML Tag. 4. Copy the meta tag provided (e.g., ). ### Step 2: Add the tag to Knowted 1. Navigate to your Knowted Deployment Settings. 2. Paste the full meta tag into the Custom HTML form field. 3. Click Save Configuration. ### Step 3: Complete Verification 1. Return to Google Search Console. 2. Click the Verify button in the HTML Tag section. You should see a "Property Verified" success message. **Pro Tip:** The Custom HTML field can also be used to verify ownership for other third-party tools like Ahrefs, Datadog, or custom CSS tracking scripts. --- ## Enabling Contact Support on your Help Centre URL: http://ask.knowted.help/help/article/enabling-contact-support/ When creating your Help Centre, you have the option to allow your customers to contact you, through - a bit like how you can do so on this Help Centre! You can set this up by: 1. Logging into your Knowted 2. Clicking Deployment Settings 3. Entering a Contact Support email (see below) 4. Checking the "Enable contact support" checkbox under Features & Support 5. Clicking Save. When refreshing your Help Centre, you'll notice that there will be sections where customers can now contact you. With this enabled, automatic optimisation of articles will automatically switch to balance and minimise the number of clicks to Contact Support, reducing your support costs as your business grows! This is all taken care of for you. ## Directing where tickets go ### Contact Support Email The simpliest way to direct tickets is through the Contact Support email set in the Deployment Settings section described above. This will simply send an email on behalf of your customer, from Knowted, with the contents contained, to which you can handle and respond accordingly. That being said, we know that you may already have software such as HelpScout or Intercom, so we enable anoter option through Integrations. ### Integrations If you have an integration, the ticket will automatically be sent directly to your existing support software such as Intercom, enabling easy replies and with minimal change to your current customer support workflow. [You can create an integration here.](/help/article/create-an-integration/) ---