Your knowledge base is a public help center at korareply.com/help/your-workspace. Customers search it on their own, your team links to it in replies, and the AI agent answers only from its published articles.
Owners and admins write and publish articles. Agents can read them.
Open the knowledge base
In your workspace, select Knowledge base in the sidebar. You see every article with its status (Draft or Published), its category and when it was last updated, plus your categories and help center settings. Select View help center to open the public site in a new tab.
Create categories
Categories are the topics on your help center home page, for example "Orders", "Shipping" and "Returns".
- Under Categories, enter a name and an optional short description.
- Select Add category.
You can rename a category, change its description, move it up or down to change the order on your help center, or delete it. Deleting a category keeps its articles: they simply become uncategorized.
Write an article
- Select New article.
- Enter a Title. Phrase it the way a customer would ask, for example "How do I return an item?".
- Pick a Category.
- Write the article in Markdown in the Write tab. Switch to Preview to see exactly how it will look on your help center.
- Select Save draft.
Drafts are private. They never appear on the help center, in search results or in AI answers, even if someone guesses the address.
Markdown basics
| You type | You get |
|---|---|
## Heading |
A section heading (also listed in the article's table of contents) |
**bold** |
bold |
[link text](https://example.com) |
A link |
- item |
A bulleted list |
1. step |
A numbered list |
 |
An image |
Tables and code blocks work too. For safety, HTML tags are shown as plain text instead of being run, and only web, email and phone links are allowed. Links to other websites open in a new tab and are marked so search engines do not treat them as endorsements.
Publish
Select Publish to make the article live. Publishing needs a confirmed email address, and the number of published articles depends on your plan (20 on Free, 500 on Starter, 2,000 on Team). See Plans and limits.
To take an article offline, select Unpublish. It goes back to being a draft and disappears from the help center and from AI answers right away.
Edit a published article
Edit the text and select Save changes. The help center shows the new version immediately. If you change the article's address (its slug), the old address keeps working and forwards visitors to the new one.
Every publish, edit and unpublish also refreshes what the AI agent knows, so it never answers from an outdated version.
Revision history
Each time you save new text, Kora Reply keeps a revision with the date and the author. Under Revision history you can see earlier versions and select Restore to bring one back. Restoring saves it as a new revision, so nothing is lost.
Helpful votes
Each article ends with "Was this article helpful?". The Yes and No counts appear next to the article in your knowledge base list. A low score is a good sign the article needs work.
Tips
- One question per article, answered in the first two sentences.
- Use the words your customers use, not internal names.
- Add a heading for each step or option, so readers can jump straight to it.