Overview

With UserGuiding, you can use either the default subdomain we provide or set up a custom domain for your Knowledge Base. Follow the steps below to configure your custom domain.

Using the Default Subdomain

By default, your Knowledge Base will be available through a UserGuiding subdomain. Here’s how to find and customize your default domain:

Turn on Your Knowledge Base

Ensure your Help Center is active by navigating to the Knowledge Base tab.

Find Your Default URL

Go to Domains to see your default Help Center URL. Your app name will be part of this URL. For example, if your company name is ‘ExampleApp’, your URL would look like this:

https://example-app.help.userguiding.com

Customize Your URL

By clicking Change, you can edit the hostname part of your URL to better suit your brand.

Setting Up a Custom Domain

If you prefer to use your domain for your Knowledge Base, follow these steps:

Add Your Custom Domain:

1. • Navigate to Domains.
   • Enter your custom domain and click Continue.
   • You also have the option to enable Search Engine Indexing in this step.
     

Add Two CNAME Records:

1. • Go to your DNS provider (e.g., GoDaddy, Cloudflare) and add both CNAME records shown in your UserGuiding settings.
   • Record 1 (routing):
     
     NAME help.mydomain.com
     TARGET help.userguiding.site
     
     
   • Record 2 (SSL):
     
     NAME _acme-challenge.help.mydomain.com
     TARGET shown in your UserGuiding settings (it ends with dcv.cloudflare.com)
     
     
     
   • Set both records to DNS only. If your DNS provider offers a proxy option (for example, Cloudflare's Proxy status toggle), keep it turned off. Proxied records block the setup.
   • If you have old TXT records at the Record 2 name from a previous setup, remove them first. A CNAME cannot coexist with TXT records.
   • Keep both records in place permanently. They let UserGuiding issue your SSL certificate and renew it automatically.
     

Finalize Setup:

• • After adding both records, return to UserGuiding and click the Check Status button. Your custom domain is active once both records are verified. From then on, your SSL certificate is issued and renewed automatically, with no further action needed.
    

Important Notes

• DNS changes: DNS changes can take up to 72 hours to propagate, though they typically occur much faster.
• Support for subdomains and subpaths: Only subdomains (e.g., help.example.com) are supported.
• Proxy status: Both CNAME records must be added as DNS only. Do not enable your DNS provider's proxy option. A proxied record blocks certificate validation.
• Keep the records: Both CNAME records must stay in place permanently. Removing the SSL record stops automatic certificate renewals.

By following these steps, you can ensure your UserGuiding Knowledge Base is accessible through a domain that aligns with your brand, providing a seamless support experience for your users.

Switching from the Old SSL Setup

If you set up your custom domain before the two-record setup existed and your SSL certificate can no longer renew, you will see a notification in the panel and a Switch to new SSL setup button in your Domain settings. Clicking it keeps your domain connected, and no reset is needed. You only add the new Record 2 CNAME at your DNS provider and remove any old TXT records at that name. After the switch, your certificate is issued and renewed automatically.

How User IDs Work on Knowledge Base Pages

When users visit your Knowledge Base pages, their user IDs in the panel depend on two factors:

• Whether you are using a Custom Domain or the UserGuiding Domain
• Whether User Identification is enabled

Key Points

1. Custom Domain + User Identification Enabled
2. • If a user is first identified on your platform (e.g., logged in as UserID: 123) and then visits the Knowledge Base, they keep the same ID.
   • Example: A logged-in user with UserID: 123 on your app will appear as UserID: 123 on the Knowledge Base as well.
   • If they land directly on the Knowledge Base (without first visiting your app), they get a new random ID (e.g., abcd-5678).
3. Custom Domain + User Identification Not Enabled
4. • Users are given a random ID on your platform (e.g., 1111) and keep that same ID on Knowledge Base.
   • If they visit from another browser or session, a new random ID will be created.
   • Example: Same person might show up as 1111 in one session, and 2222 in another.
5. UserGuiding Domain + User Identification Enabled
6. • Even if the user identification is enabled, users will not carry their platform ID to the Knowledge Base.
   • They always receive a new random ID when landing on the Knowledge Base.
   • Example: A user logged in with UserID: 123 in your app will appear as random-9876 on the Knowledge Base.
7. UserGuiding Domain + User Identification Not Enabled
8. • All visitors are assigned a random ID when they land on the Knowledge Base.
   • Example: A visitor may appear as random-5555, and in a new session as random-8888.

Why This Matters

• Custom Domain + Identification Enabled = Seamless experience (no duplicate users).
• All other scenarios = Users can appear multiple times with different IDs. These new IDs also count toward your MAU (Monthly Active Users) in UserGuiding.

Note: Please be aware that adding a custom domain is only available for Growth and Enterprise Plans.