Knowledge Base articles are not only fuel for the chatbot. They are public pages on your site, and Sohay ships three surfaces for reading them.
The three surfaces
| Surface | Where | What it shows |
|---|---|---|
| Index | /knowledge-base/ |
Category cards, a search box, and articles under each category |
| Category | /kb-category/{slug}/ |
Every article in that category |
| Search | Your site’s search, scoped to the Knowledge Base | Matching articles with excerpts |
Individual articles are not in that list, deliberately. An article is body copy, and your theme already knows how it wants to set body copy — so articles render through the theme’s normal single-post template.
The index
/knowledge-base/ is the front door. It lists your KB categories as cards
with an article count on each, above the articles filed under them.
Two details worth knowing:
- Each section lists six articles, then links to the category for the rest. The count on the card is the category’s real total, not the number shown.
- A parent category counts its whole branch. Its page lists its children’s articles too, and the card counts them, so the number on the card is the number the page shows.
The search box stays inside the Knowledge Base rather than dropping visitors into your site-wide results — which on a shop would otherwise mean answering “do you ship to Canada?” with a list of products.
Why these pages are public
Both the post type and its archive are public on purpose, and it is worth saying why, because “make it private” is a reasonable-sounding instinct.
- SEO. Support articles answer exactly what people type into search engines. Hiding them forfeits that traffic for no functional gain.
- Citations need to resolve. When the chatbot uses an article to answer, it can point at that article’s URL. A URL that 404s is worse than no citation.
The chat widget itself does not depend on the pages being public — it reads articles through the WordPress REST API — so making the Knowledge Base private would not break the chatbot. It would just cost you the traffic and break the citations.
If you would rather they were not public
That needs code, and you should go in knowing the trade: no search traffic, and citation URLs that no longer resolve. A developer can change the post type’s registration to make it non-public and drop the archive.
Where to go next
Changing the Knowledge Base URL if /knowledge-base/ is not the address
you want, and Restyling the Knowledge Base pages if the look is not
right.
