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Open the New Article dropdown on the Knowledge Base page. Everything below starts there.

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Manual Creation

1

Choose New Article → Create new article

The article editor opens.
2

Enter a title

Titles are how the agent finds the article mid-investigation, so name the problem the article solves.
3

Write the content

The editor takes headings, lists, code blocks, and links.
4

Save

Click Create Article. The article starts In Review. Open it and click Approve to publish it before the agent can use it.
Write the way you’d explain the thing to a colleague who asked.

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Importing from Files

1

Choose New Article → Import from file

The upload dialog opens.
2

Select a file

Pick a file from your computer.
3

Add a title

The file name is offered as a starting point.
4

Upload

Click Import Article. File imports are created with Published status and do not need approval. For PDFs, wait for processing to finish before reading the article’s content.

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Supported File Formats

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AI-Generated Articles

When the agent resolves a ticket, you can keep the resolution as an article. Open the ticket on the Support page and click Save to Knowledge Base in the agent response panel. The Playground works the same way: save a useful answer straight from the conversation. Either route creates the article with In Review status, so someone reads it before it goes live. See Manage Articles.

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Notion Sync

Connect the Notion integration and articles from the databases you select sync into your knowledge base.