Note: If you are already using articles, you need to migrate them to use this feature.

Benefits

How to add a new article?

To add a new article,

AI-assisted writing

Article content can be enhanced using AI, based on the configuration set in the global settings. You can generate new content, refine existing content, or correct language issues.

1. Generate: Create a new article by providing inputs such as URLs, titles, or keywords. The selected AI model uses this input along with the configured global data to generate relevant article content.
2. Refine: Improve or modify existing content based on your needs. This can be used to expand sections, shorten content, add context, include examples, or adjust tone and clarity.
3. Correct: Automatically fix grammar, spelling, formatting, and other language-related issues in the article.

Note: For Refine and Correct, clicking the option opens an input modal. A default prompt, such as “Refine %article_content%” or “Correct %article_content%”, will be pre-filled. Do not modify this default text, simply append your instructions after it to guide the AI.

Roles and Permissions

Article configuration

Once your article is drafted completely, you can set the configuration for each article.

1. Language variant: Select the language variant of the current article. Click + for adding articles in other languages.
2. Departments: Associate this article with a department.
   
3. Category: Categorize your articles to keep them organized and make it easier to find the articles you need in the self-service knowledge base. Learn more about categorizing resources here.
   

1. To manage categories, click the gear/settings icon. 
   

1. Channels: Select the channels in which this article should be visible in the self-service knowledge base.
   
2. Allow sharing with visitors: When enabled, this article will be displayed in the visitor chat window (if enabled).
3. Attachments: Add files as supporting documents for the articles (Size & limit - Maximum of 3 files, limited to 5 mb each)
   
4. Follow up: Add existing articles/FAQs/Webpages for additional reference. 
   

Save & Publish

1. Once all of the settings are configured, click Save .
2. Finally, you can either choose to save the article as a draft or publish it directly on the website. 

1. If you are still updating your content and don’t want to display it to customers yet, use the Save option.
2. If you want to make the article available to visitors in the chat window, click Publish.
   
   

How to edit/delete an article?

Editing an article

To edit an article,

1. Navigate to  Answer hub > Articles.
2. In the Articles dashboard, click on the article that you want to edit and then click on Edit .
3. You can make changes to the contents, the associated departments, or the article's category.
4. You can also click on  Preview to get an idea of what the article will look like.
5. Click Save as Draft / Publish .
   

Multi-lingual support for resources