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Click on any article in the Knowledge Base list to open the article detail view.

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Editing Articles

To edit an article:
  1. Open the article detail view
  2. Click Edit article in the actions panel
  3. Make your changes in the rich text editor
  4. Click Save to publish the updated version

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Reviewing Articles

AI-generated articles (from ticket resolutions or the Playground) are created with an In Review status. To review an article:
  1. Open the article
  2. Read through the AI-generated content
  3. Approve to publish the article, or Reject to discard it

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Public Articles

Articles can be marked as Public to make them available to customer-facing Chat Widgets. When an article is public, the Chat Widget’s AI can reference it when answering customer questions. To toggle visibility, click Make public or Make private in the actions panel. Only mark articles as public if they contain information appropriate for customers to see. Internal investigation details and sensitive information should remain private.

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Notes

Articles can have notes attached below the main content. Notes are useful for adding supplementary context, corrections, or internal commentary without modifying the article itself.

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Additional Actions

From the actions panel, you can also:
  • Export PDF: Download the article as a PDF
  • Linked Resources: If the article was created from a support ticket, a link to the source ticket is shown

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Deleting Articles

To remove an article, use the reject option during review or the delete action in the article detail view. Deleted articles are removed from search results and AI agent responses.