You can create more than one Knowledge base widget within a single Document360 project. A common use case is maintaining a separate test widget alongside a live production widget, so you can safely experiment with configuration changes without affecting readers.
When to use multiple widgets
- You need a staging widget to test styling, URL mapping, or content access changes before applying them to production.
- You serve different audiences (different products, regions, or access levels) and want separate widget configurations for each.
Settings that stay isolated per widget
Each widget has its own independent configuration for:
- Widget name
- Styling (color, icon, position, welcome message, hide widget, hide most searched articles)
- Content access (workspace, language, category visibility)
- Custom links
- Domain restriction
Changes made to any of the above settings on one widget do not affect any other widget in the project.
Settings shared across widgets
If JWT authentication is enabled, the client secret is shared across all JWT-enabled widgets and chatbots in the same project, regardless of which widget you regenerate it from.
Regenerating the client secret on one widget — including a test widget — will immediately break authentication on every other JWT-enabled widget in the project until all backend integrations are updated with the new secret.
If you are using a test widget to try JWT-related changes, avoid regenerating the client secret unless you are ready to update all backend integrations at the same time.
For full JWT setup details, see Configure JWT for the knowledge base widget.
Best practices
- Use a clear naming convention to distinguish test and production widgets (e.g. "Widget — Production", "Widget — Test").
- Use domain restriction on the production widget to ensure it only loads on your live domain, while the test widget can be restricted to a staging domain.
FAQ
I made changes to my test widget and my live widget broke. Why?
Most widget settings (styling, content access, links, domain restriction) are isolated per widget and won't affect other widgets. The one exception is the JWT client secret, which is shared across all JWT-enabled widgets and chatbots in the project. If the client secret was regenerated on your test widget, it also invalidates authentication on your live widget until the new secret is updated in its backend integration.
The knowledge base widget is not loading on the knowledge base site. How can I fix this?
The widget may not load if the API key in the embedded script is outdated. Copy the current script from Connections > Knowledge base widget > Copy script and replace the outdated script on your site.