What are Articles?

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

Benefits

1. Articles are the most expandable form of help that you can offer to visitors who visit your website. A perfectly drafted article can help a multitude of visitors at once - a herculean task for any operator in your organization.
   
2. These articles also save visitors the trouble of navigating from one screen to another in search of help.
   
3. Your operators can share articles during customer conversations instead of typing out the same response every time, which can be monotonous and time-consuming. This way, they can focus on more important and crucial queries. Thus, articles save a lot of time and effort.
   
4. The more the number of articles, the more powerful your AI Bot will be. When you have a sturdy article collection, the functioning of your AI Bot becomes more effective and smooth - the bot gets trained to answer any question that comes from the visitor.

How do I enable the Knowledge base in the chat window (Self-service)?

To enable self-service for your visitors and allow them to find solutions to their problems using your articles and FAQs, check out "How to enable a Knowledge Base in your visitor chat window."

How to add a new article?

1. Inside the SalesIQ dashboard, navigate to Resources > Articles.
   
2. Click on Add, and select Compose.
   

1. Give your article a title and click Save.
   
2. The new editor powered by Zoho Writer will open, and you can start drafting your article.

Roles and Permissions

Article Configuration

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

1. Reference: Refer to other language variants of the same article for accurate composing.
   
2. Language variant: Select the language variant of the current article. See multilingual support for details.
   
3. Versions: View the version history of the current article. If you have already published the article, you can view the published version for reference. An article can have both a published version and a draft version simultaneously. Any changes made to the published version will be saved as a draft. Once the draft is published, the draft version is removed. Editing the newly published version will create another draft.
   
4. Departments: Associate this article to a department.
   
5. Category: Categorize your articles to keep your articles organized and make it easier to find the required articles from the self-service knowledge base.
   
6. Channels: Select the channels in which this article should be visible in the self-service knowledge base.
   
7. Make this article public: When enabled, this article will be displayed in the visitor chat window (if enabled).
   

How do I categorize my articles?

Assigning categories

1. To place the article that you are editing in a specific category,
   
2. Select the parent category under which you want to place the article.

1. To place this article under a sub-category, click on Choose sub-category option.

1. To further categorize this article in a sub-category, click on the Choose sub-category option once again and select the sub-category. Now you have placed the article under the 3rd lever sub-category.

Saving and Publishing

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. 
   
3. If you are still in the process of updating content and don’t want to display it to customers yet, then use the Save option.
   
4. If you want to make the article available to visitors on the chat window, then you can directly click on Publish.

How to edit/delete an article?

Editing an article

1. To edit an article, navigate to Resources -> Articles.
2. In the Articles dashboard, click on the article that you want to edit and then click on Edit.
   

1. You can make changes to the message, the departments associated, or the category of the article.
   
2. You can also click on Preview to get an idea of what the article will look like.
   
3. Click Save to draft or Publish the article right away. 
   

When you edit and save an existing article as a draft, the original version of that article will be displayed in the article tab of the chat window until the new version of the article is published

Multi-lingual Support for Resources

Key Points for Multi-lingual Support

1. Multi-lingual support is now available only for Articles and FAQs.
   
2. 30 supported languages.
   

How to Add a Language Variant to an Article?

1. Select the language in which the article or FAQ exists, click the article/FAQ, then click Edit.
   
2. In the editor, you will find the option called Language Variant. You can find the available language variants under the Added tab.
   
3. To add a new language, switch to the Available tab, and select the language of your choice.
   
4. Provide the title of the article in the selected language and start drafting the article.
   
5. You can quickly manage all the available languages and disable articles and FAQs for certain languages by clicking Manage Languages.
   
6. You will find all the language variants present for the selected article or FAQ.
   

Supported Languages

1. Irish
   
2. Danish
   
3. Herzegovina
   
4. Hungarian
   
5. Slovakia
   
6. Slovenia
   
7. Polish
   
8. Swedish
   
9. Romanian
   
10. Georgian
    
11. Thai
    
12. Hebrew
    
13. Greek
    
14. Japanese
    
15. Czech
    
16. Norwegian
    
17. Portuguese
    
18. Armenian
    
19. Russian
    
20. Italian
    
21. Korean
    
22. Turkish
    
23. Norwegian Bokmäl
    
24. Arabic
    
25. Dutch
    
26. German
    
27. French
    
28. Spanish
    
29. Simplified Chinese
    
30. English (Default language)