Capacity Sites Overview

Capacity Sites is a self-service support publishing platform housed inside of Capacity Console.  

Use Cases/Key Benefits

  • Branded customer-facing site
  • Knowledge base for publishing self-service content
  • Dedicated Web Concierge to submit tickets, facilitate live chats and handle natural language queries.
    • Your end users can use the information in the knowledge base. If they can't find an answer, they can submit a ticket. Capacity Copilots can use the knowledge base to help solve tickets faster.

Site Structure

Capacity Sites  official content provided by your company or organization. The Knowledge Center consists of folders and articles.

Site

Sites house all of the content around a dedicated topic.

Folders

Folders are the top-level article repositories in a site. A Capacity Site must have at least one category. Articles cannot be placed at the top-level of a Site.

Articles

Articles house content such text, images and videos.

Turning on a Capacity Site

By default, both a public and private site will be created automatically when Sites are enabled for your organization.   

To turn on a Capacity site follow these steps: 

  1. Log into Capacity Console
  2. Go to the Capacity Knowledge Base
  3. Scroll down to the "Sites" and click
  4. Go to Site Settings in the right rail
  5. Turn on Site (Note: While your site is in development, it is best ensure the ROBOTS configuration is turned to noindex)



Steps to Launch a Capacity Site

These are the steps you can take to prepare your Capacity Site for Launch:

  1. Configure Your Domain - By default, the address to your Capacity Site is set as a Capacity subdomain such as yourdomain.capacity.com.
    1. If you'd like a custom domain: 
      1. Email your Capacity CSM with the (sub)domain where this site will be permanently located. 
      2. They will email simple instructions to on updating your DNS from yourdomain.capacity.com to subdomain.yourdomain.com.
  2. Adjust the look and feel of your web site by going to Site Settings.
    1. Upload your logo and favicon
    2. Update your Site Colors
    3. Add custom CSS overrides to make further customizations
    4. Select a Concierge to answer natural language queries.
  3.  Set articles to Published
    1. Make sure all of the Articles you want publicly accessible are set to Published (or ensure they are scheduled)
    2. Check out this article to see how you can control which articles are visible
  4. Test your Capacity Site - To ensure your site looks great in all major browsers, view your site in different browsers/devices that your readers use
  5. Go Live - The last step to publishing your new site is by going to Site Settings and turning it to live


Private Sites

Normal sites are designated as Public - meaning they are accessible on the web to anyone who reaches the url. With Private Sites, only logged in Capacity Bot Users of your org will have access to this knowledge.  Private Sites are designated by the lock icon.  You can add an authenticated Concierge to these sites as well.  An unauthenticated chatbot will not have access to content on a private site.

 


FAQs

What's the difference between Sites and your Knowledge Base? 

  1. The Knowledge Base is the central repository that houses all your organization's information, including ALL uploaded documents that are used to power your AI agent
  2. Capacity Sites and Articles are your publishing tools. Articles are individual pieces of content, and Capacity Sites are essentially branded websites built from these articles. While the content you publish through Sites and Articles can feed into your AI Agent to enhance its understanding, they are separate tools focused on content creation and distribution


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