Custom HTML lets you embed any third-party tool or script into your Document360 knowledge base site by adding code directly to your page. While Document360 offers native integrations for many popular tools, Custom HTML is there for everything else. Any widget, chatbot, analytics script, tracking pixel, or custom button that doesn't have a dedicated integration can be added this way. You manage Custom HTML snippets from Connections () > Integrations () in your knowledge base portal.
Why use Custom HTML
The native integrations in Document360 cover a wide range of tools, but not every third-party service has one. Custom HTML fills that gap. Use it when you want to:
- Add a third-party tool that doesn't have a native Document360 integration, such as a custom chatbot, a feedback widget, or a niche analytics script.
- Embed tracking pixels or custom event scripts for advertising or marketing platforms.
- Add custom buttons or UI elements to your knowledge base site using HTML and JavaScript.
- Run multiple different scripts on your site without needing a separate native integration for each one.
Custom HTML is applied at the project level and runs across all workspaces. It is not possible to add separate HTML or JavaScript for individual workspaces. If you need workspace-specific behavior (for example, different chatbot scripts per workspace), check with your tool provider to see if they support URL-based configuration.
Before you begin
- You must have admin access to your Document360 knowledge base portal.
- Have your third-party code snippet ready to paste. This is typically provided by the tool you are embedding (for example, a script tag from your analytics platform or a widget installation code from a chat provider).
How to add Custom HTML
- In the Document360 portal, navigate to Connections () > Integrations () in the left navigation bar.
- Under Custom HTML, click Add.
- Enter a Description to identify this snippet (for example, "Live chat widget" or "Analytics tracking script").
- Choose where to insert the code on your page:
- In the header (above
</head>): for scripts that need to load before the page content, such as analytics tracking or font libraries. - At the start of body (below
<body>): for scripts that should run as early as possible in the page body. - At the end of body (below
</body>): for scripts that can load after the page content, such as chat widgets or feedback tools. This is the most common choice for third-party widgets.
- In the header (above
- Paste your code snippet into the code editor field.
- Click Add.
Your snippet is now active and appears in the Installed integrations list on the Integrations overview page.
Manage Custom HTML snippet
To edit a snippet:
- In the Integrations overview page, hover over the Custom HTML entry and click the Edit () icon.
- Update the Description, insertion position, or code as needed.
- Click Update to save the changes.
To remove a snippet:
- Hover over the Custom HTML entry and click the Delete () icon.
- Click Delete in the confirmation prompt.
Best practices
- Add a clear description for every snippet. If you manage multiple Custom HTML entries (for example, one for a chat widget and one for a tracking script), a descriptive label makes it easy to identify and manage each one.
- Use End Body for most third-party widgets. Placing scripts at the end of the body means they load after your page content, which keeps your knowledge base site fast for readers.
- Use Header placement for analytics and tracking scripts. Tools like heatmap recorders or session analytics often need to initialize as early as possible to capture accurate data.
- Test each snippet after adding it. Open your knowledge base site in a new tab and verify the tool or widget is loading as expected before announcing it to your team.
- Use Code inclusion/exclusion conditions to limit scope. If a script should only run for certain IP addresses, workspaces, or languages, use the Code inclusion and exclusion conditions feature to control where it runs.
- Check with your provider for native integrations first. If a native Document360 integration exists for the tool you want to add, use that instead. Native integrations are simpler to manage and less error-prone than manual code snippets.
FAQ
Can I add Custom HTML to specific workspaces only?
No. Custom HTML is applied at the project level and runs across all workspaces. To limit which pages a script runs on, use the Code inclusion/exclusion conditions feature to filter by workspace or language. See Code inclusion and exclusion conditions for details.
Where should I place scripts for chat widgets or feedback tools?
Most chat widgets and feedback tools should be placed at the end of body (below </body>). This ensures they load after the page content and do not slow down your knowledge base site for readers.
How many Custom HTML snippets can I add?
You can add multiple Custom HTML snippets. Each appears as a separate entry in the Installed integrations list and can be toggled on or off independently.
What is the best approach for adding an analytics script?
If a native integration exists for your analytics tool (such as Mixpanel, Hotjar, or Amplitude), use that instead. For tools without a native integration, paste the script into Custom HTML and place it in the Header position so it initializes before page content loads.
Can I add different third-party chatbots for each workspace?
No. Custom HTML runs at the project level, so it applies to all workspaces. This setup is not supported in Document360 currently. Check with your chatbot provider to see if they offer URL-based configuration that can differentiate behavior by workspace URL.