How to set a default featured image in knowledge base

When you share a knowledge base article on social media, Facebook, LinkedIn, X (Twitter), or similar platforms, the platform uses Open Graph metadata to generate a link preview, including a thumbnail image. If an article has a featured image set, that image is used. If no featured image is set, the platform picks a random image from the article page, or shows no image at all, neither of which makes a strong or consistent impression.

Setting a default featured image using Open Graph meta tags ensures that any article without its own featured image falls back to a designated image of your choice, giving your social shares a consistent, branded appearance.

When to use this

Use this customization when you want to:

• Ensure every article shared on social media displays a meaningful thumbnail, even if no featured image has been set at the article level.
• Apply a consistent brand image as the fallback for social previews across your knowledge base.
• Prevent social platforms from selecting a random or irrelevant image from an article page.

Before you begin

• You need access to Connections > Integrations > Custom HTML in the Knowledge base portal.
• The default featured image must be available at a public URL. If the image is on your local device, upload it to Drive in Document360 first and copy its URL from there.
• This setting applies at the project level, it provides a fallback image for all articles in the project that do not have a featured image set individually.
• Articles that already have a featured image set will continue to use their own image. The default only applies when no article-level featured image exists.

How to set a default featured image for social sharing

1. Navigate to Connections > Integrations in the left navigation bar in the Knowledge base portal.

2. Go to Custom HTML and click Add.

   The Add new integration panel appears.

3. Enter a description for the integration and ensure In the Header (above </head>) is selected.

4. Paste the following snippet into the code editor:

<meta property="og:image" content="Image_URL" /> 
<meta property="og:image:secure_url" content="Image_URL" /> 

5. Replace both instances of Image_URL with the URL of your default featured image.

Example URL from Document360 Drive:
https://cdn.document360.io/8*****dd1/Images/Documentation/default_fi.png

6. Click Add.

   

Best practices

• Upload your default image to Drive first. Linking to external image URLs can break if the source moves or goes offline. Hosting the image in Document360 Drive keeps it stable and under your control.
• Use an image sized for social sharing. The recommended Open Graph image size is 1200 × 630 pixels. Images smaller than this may appear cropped, blurry, or letterboxed in social previews.
• Replace both Image_URL instances. The snippet contains two meta tags — og:image for standard HTTP and og:image:secure_url for HTTPS. Both should point to the same image URL. Leaving either as Image_URL will cause the fallback to fail for the corresponding connection type.
• Set article-level featured images where it matters. The default image is a fallback — it applies to all articles without their own featured image. For high-visibility articles or landing pages, set a specific featured image at the article level for a more tailored social preview.
• Test your social preview after adding. Use the Facebook Sharing Debugger or LinkedIn Post Inspector to verify the default image appears correctly in a preview before sharing articles publicly. Social platforms often cache Open Graph data, so it may take a moment to refresh.