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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. The updated version publishes immediately.

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Reviewing Articles

New articles arrive with In Review status. Read the content, then Approve to publish it or Reject to discard it.

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Public Articles

Public articles can be referenced by customer-facing chat widgets 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.