URL Mapping

URL mapping lets you configure what the Knowledge base widget displays on a page-by-page basis. For each URL on your website or application, you can show a specific article, a category list, a search bar with a custom placeholder, or hide the widget entirely. This makes the widget context-aware — users see the most relevant help content based on where they are in your product.

When to use URL mapping

• Surface a specific article directly in the widget on a page where users frequently need it.
• Show a curated list of articles from a category when a user is in a specific product module.
• Hide the widget on pages where it should not appear (e.g. login pages, checkout flows).
• Display a custom search placeholder to guide users on what to search for in a given context.
• Use AI-powered contextual assistance (page-level prompting) for specific URLs.

Before you begin

The content you want to map (articles or categories) must fall within the widget's configured content access scope.

Actions

There are five actions you can execute with URL mapping:

URL parameters

When configuring the widget URL, you can include three types of parameters:

• Include Path: /thisis/a/path
• Include Query: ?animal=bear
• Include Hash: #inbox

You can also enable the Is Regex toggle to incorporate regular expressions into your URL configurations.

How to add a URL mapping

1. In the left navigation bar, navigate to Connections () > Knowledge base widget.

2. Hover over the desired widget and click Edit ().

3. Click the URL mapping tab.

4. Click New URL mapping and specify the following:

   • Name — The URL mapping name is shown only on the URL mapping record within Document360.

   • URL structure — Select the desired URL parameter type (Include path / Include query / Include hash). You must enable at least one URL parameter. Enter the URL on which you want the article or action to appear.

     NOTE

     Your domain name is not included in the URL path. For example, for https://document360.com/ebook/rapid-guide/, the URL path would be /ebook/rapid-guide/.

   • Action — Select the desired action.

   • Select workspace — Select the desired version (if you have multiple versions).

   • Language to — Select the desired language (if you have multiple languages).

   • Article to show — In the search bar, select the articles or categories you want to show.

     NOTE

     Folder categories are not available for selection. Only page and index category types are available.

5. Click Create.

Once an end user accesses the specified URL and opens the widget, they will see the mapped article or category. This content is retained as they navigate between the widget tabs within the same version and language.

Editing URL mappings

1. Navigate to Connections () > Knowledge base widget.
2. Hover over the desired widget and click Edit ().
3. In the URL mapping tab, find the list of available mappings.
4. Hover over the desired mapping and click Edit ().
5. The Update URL mapping panel appears.
6. Update the desired information and click Update.

Deleting URL mappings

1. Navigate to Connections () > Knowledge base widget.
2. Hover over the desired widget and click Edit ().
3. In the URL mapping tab, find the list of available mappings.
4. Hover over the desired mapping and click Delete ().
5. Click Yes in the Delete confirmation prompt.

URL mapping settings (default behavior)

You can define the widget's behavior for URLs that have no configured mapping.

1. Navigate to Connections () > Knowledge base widget.
2. Hover over the desired widget and click Edit ().
3. Click the Configure & connect tab.
4. Under Set controls, expand the URL mapping settings section.
5. Select the desired option:
   • Navigate to the page help/knowledge base — Display the article or category in the Page help or Knowledge base tab in the widget.
   • Do not make any changes to the existing setup — Display the last opened article or category in the widget.
6. Click Save.

Configuring contextual AI assistance

The Contextual AI assistance action lets you display AI-powered prompts in the widget based on page context. Prompts can appear when users click a button or automatically when they open a specific page.

You can configure Contextual AI assistance in two ways:

• Button-based prompting — Displays context-aware help when readers click specific buttons on your website or app.
• Page-level prompting — Provides AI-driven help automatically when users open a specific page, without requiring button interaction.

Button-based prompting

Each prompt you add generates a unique Trigger key. The prompt is automatically validated on pressing Enter to confirm whether an answer is found in your connected sources. You can configure up to 5 button–prompt mappings per URL.

1. In the Configure contextual AI assistance section, leave the Enable page-level prompting checkbox unchecked.
2. Enter your Search prompt.
3. Press Enter to validate.
   • If an answer is found, a green Answer found label appears.
   • If no answer is found, a red Answer not found label appears.
4. If updating an existing button, copy the Trigger key and add it to the button's code using the d360AIHelp attribute:

<button d360AIHelp="no6gNpyDqtyBhCVFMhYDXhugZ">Need help?</button>

5. If creating a new button, click Copy code next to Installation code and paste the snippet into your page's HTML.

6. To add another prompt, click Add more and repeat. To remove a prompt, click Remove.

Page-level prompting

1. Select the Enable page-level prompting checkbox.
2. In the Search prompt field, enter your query.
3. Press Enter to validate the prompt.
   • Green Answer found = answer available.
   • Red Answer not found = no match.
4. To add another prompt, click Add more. You can add up to 5 prompts per URL.
   • The first prompt appears as the primary question.
   • Remaining prompts appear as suggested queries.
5. To delete a prompt, click Remove beside it.

Once configured, click Create.

You can mix standard URL mapping actions (such as Show article) with Contextual AI assistance across different URLs to deliver a tailored, intelligent user experience.

Using regex in URL mapping

Understanding URL matching is important for effective URL mapping. Enable the Is Regex toggle when adding or editing a mapping to use regular expressions.

Common regex patterns

Map a URL pattern like /users/{id}:

^/users/[0-9]+$

Map /blog/* (wildcard):

^/blog/.*?$

Map /search?q={query}:

^/search?q=[a-zA-Z0-9]+$

Map subdomain URLs:

^https?://?[a-zA-Z0-9-]+.example.com$

Limits and limitations

• URL mappings must use content within the widget's content access scope. If the scope changes, existing mappings may be invalidated.
• Configuration changes are cached for up to 15 minutes. Clear the application cache to see changes immediately.

Best practices

• Map your most-visited support pages first — analytics will show you where users most frequently search for help.
• Use the Hide action on high-friction pages (login, payment, first-time setup) where the widget would distract rather than help.
• Use Is Regex for pattern-based mappings that need to cover multiple similar URLs.

FAQ

li#page-help-tab { display: none; }
.article-header .article-back-icon { display: none; }

.search-container { display: none !Important; }

setTimeout(function() { $('.search-container').hide(); }, 2000);
setTimeout(function() { $("#knowledge-base-tab").click(); }, 2000);