When migrating your knowledge base to Front or when restructuring your existing content, article URLs may change and no longer work. You can set up URL redirects in Front Knowledge Base to ensure that users navigating to outdated URLs are being redirected to the new URLs for your content. 

You must have Front company admin, Knowledge Base admin, or Knowledge Base content editor permissions to manage URL redirects.

Migrating to Front Knowledge Base: If you’re migrating to Front Knowledge Base from another provider, you may have existing article URLs embedded in emails, blog posts, documentation, etc. To ensure these existing URLs continue to work, you can set up URL redirects to point old URLs to your new Front Knowledge Base article URLs.

Restructuring your knowledge base content: During regular ongoing maintenance of your Front Knowledge Base, you may find the need to periodically restructure your content. Categories and articles can be deleted or consolidated, in which case you’ll need to set up redirects for floating links or in-article links to that content. As new articles are created to replace or consolidate outdated articles, redirecting the old URLs to the new URLs ensures users can access your content without interruption.

To set up URL redirects, your knowledge base must be an external visibility knowledge base.

• Any redirects imported via CSV will automatically be listed in the Redirects tab.

• If a knowledge base article used as a redirect is deleted, the Redirects tab will flag the article with an “Invalid redirect” error. You can either delete the redirect, or delete and replace the redirect if users are still navigating to the original URL.

Step 1

Click the Knowledge Base book icon in the top navigation bar.

Step 2

Click the Settings tab, then select Redirects.

Step 3

Click Add redirect.

Step 4

In the pop-up, fill in the following fields:

• Original URL: Enter the URL associated with your current knowledge base resource.

• Redirect to: Select the knowledge base resource you’d like users to be redirected to. You can select an article, category, or contact form.

Step 5

Click Create.

Step 1

Hover over the redirect you’d like to edit or delete, then click the three-dot menu. You can also select multiple redirects using the checkboxes to delete in bulk.

Step 2

If you select Edit URL, a pop-up will appear. Adjust the content in the Original URL field, then click Save.

Front Knowledge Base is available on the following plans: 

• Latest Starter plan or above (May 2023)

• Any Scale plan or above

If you are on a legacy plan and don't have access to this feature, you can update to one of our latest plans in your Billing settings or contact your account manager.