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Click any article in the Knowledge Base list to open it. Everything below happens from the actions panel on that page.

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Editing Articles

Click Edit, make your changes in the editor, and click Save. Saving keeps the article’s current status: edits to a published article remain published, while an article In Review still needs approval.

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Reviewing Articles

Manual articles and articles saved from ticket or Playground answers start In Review. Read the content, then click Approve to publish it or Reject to discard it. The agent can use the article after approval. File imports are created with Published status and do not need approval. A PDF article can be Published while its content is still processing.

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Public Articles

Public articles can be referenced by customer-facing chat widgets and by the public agent when the AI answers a question. Everything else stays internal. Click Make public or Make private to switch. Investigation details and anything sensitive should stay private. Once an article is public, a customer can see what it says.

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Notes

Notes attach below an article’s content, for context or a correction you want recorded without editing the article itself.

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Archiving Articles

Archive takes an article out of search results and out of the agent’s answers. Rejecting an article during review does the same thing. You can also Export PDF to download the article, and View source to open its original URL when it has one.