Knowledge base articles
Articles bring the context for a topic into one maintained page: an explanation, the relevant policy, steps, and examples. They are useful for text you want to edit directly, without uploading a document or maintaining a source URL. Published articles can also appear in the chat widget’s Help area.
Open Knowledge Base → Articles.
Create an article
Watch drafting, a focused AI edit, publication, and the customer help experience.
- Select New Article from the knowledge overview.
- Enter the Title, unique Slug, and Short Description.
- Write the article in the rich-text editor. Start with the answer, then give steps and examples.
- Choose a category and author.
- Select the AI Assistants that should use the article.
- Review publication settings and save.
You can attach up to three article documents using Attach Documents. This attaches files to the article; use KB Documents when you need a source processed into knowledge.
Draft with AI Writer
From the knowledge overview, select AI Writer, choose an Assistant, and supply the material it should use. The Write tab accepts text and notes. Upload and Narrate provide media-based source options; their availability depends on the selected assistant’s supported capabilities.
Use Instructions to describe the audience, structure, length, tone, and boundaries. For example: “Explain our appointment enquiry process in short sections. Use only these notes, preserve the prices and opening hours, and make clear that an enquiry is not a confirmed booking.”
Select Submit, then review the title, summary, article body, category, author, and assistant association. AI Writer currently creates a published article, so check the publication setting immediately and unpublish it while reviewing if it should not be visible yet. Verify every factual statement before sharing it.
Make a targeted AI edit
Open an article’s edit page and select AI Edit. Choose the assistant, add any new source notes, and describe the change in Instructions. Leave Do Not Overwrite enabled for a focused revision that should preserve the rest of the article.
For example: “Add a reminder to wait for confirmation before making travel plans. Preserve the existing prices, hours, enquiry steps, and change policy.” After applying the edit, compare the saved result with those facts. The setting guides the AI; it does not replace your review.
Publication and organization
- Published controls the article's publication flag.
- Publish Date records its publication date.
- Featured Article marks content for featured presentation where supported. Order sorts the widget’s article list with lower values first.
- SEO Information provides a meta title, description, and keywords. These fields do not guarantee search ranking.
Use customer-friendly categories such as “Delivery” or “Getting started.” A category can also be created from the article form.
Review and update
The table shows title, category, publication state, views, AI references, order, and dates. Use category, published, and featured filters to narrow the list.
Available actions include View, Edit, Delete, Publish Selected, Unpublish Selected, and Rebuild KB. Rebuild the selected knowledge when you need its index refreshed, then test a related question through the assistant.
Views and AI references show use; they do not independently measure whether an answer was correct or solved a customer's problem.
Check the customer experience
Open your configured chat widget’s Help area, search for the article, and open it. Check the headings, lists, and complete answer in the customer-sized reader. The widget lists published articles from its workspace; an article’s assistant association controls which assistants can use it as knowledge.
Publication and assistant indexing are separate. Article text is processed as one grouped knowledge unit rather than split like uploaded documents. This keeps a focused topic together, but embedding, retrieval, and model context limits still apply. Check processing before testing an assistant answer; seeing the article in Help does not prove its knowledge index is ready.
Maintain useful content
Keep one clear answer per topic, identify the current policy, and remove conflicting versions. Review recurring customer questions and workflow topic reports to decide what to improve. AI conversations do not automatically update your published articles.
When Short Links auto-shortening is enabled, article saves can rewrite eligible URLs. Review the result before sharing it.
See Categories and AI Assistants.
Read articles from native mobile
The KB destination in the staff app opens the permitted library and article reader. Browse available content and read the published article body, category/labels and other supplied metadata. The short KB navigation label prevents bottom-bar overflow; it does not rename the knowledge-base module.
Article/source access and authoring authority remain distinct. An empty-library author path can be available where permitted, while ordinary readers remain subject to the library's data/access gates. New private article files use the current company-file access contract.