Articles are the building blocks of your knowledge base. This guide covers how to create, format, and publish help content.

Creating a New Article

Navigate to Knowledge Base in the sidebar
Click New Article
Enter a title
Select a category
Write your content
Click Save Draft or Publish

Article Components

Title

Choose a clear, descriptive title that matches what customers search for:

Good: "How to Reset Your Password"
Less effective: "Password Management Overview"

Titles should:

Start with action words when appropriate ("How to...", "Setting up...")
Include key terms customers would search
Be specific about what the article covers

Content

Write helpful content using the rich text editor. You can:

Format text (bold, italic, underline)
Create headings (H1, H2, H3)
Add bullet and numbered lists
Insert links
Add code blocks
Include images

SEO Settings

For better search engine visibility:

Meta Title - The title shown in search results (defaults to article title)
Meta Description - A brief summary shown in search results

Good meta descriptions are 150-160 characters and summarize what the reader will learn.

Writing Effective Articles

Structure Your Content

Use a consistent structure:

# Title

Brief intro explaining what this article covers.

## Main Section 1

Content...

## Main Section 2

Content...

## Related Topics

Links to related articles

Use Headings

Break content into scannable sections with clear headings. Customers often scroll looking for specific information.

Keep Paragraphs Short

Long paragraphs are hard to read on screen. Aim for 2-4 sentences per paragraph.

Use Lists

Lists are easier to scan than paragraphs:

For steps:

First step
Second step
Third step

For features or options:

Option A
Option B
Option C

Include Visuals

When helpful, add:

Screenshots showing UI elements
Diagrams explaining concepts
GIFs demonstrating processes
YouTube or Loom videos for tutorials

Add Captions to Media

Every image and video in your articles can have a caption. Captions serve two purposes:

Help customers understand what the media shows
Help the AI select the right media when answering questions

To add a caption:

Insert an image or video into your article
Click the "Add a caption..." text below the media
Type a descriptive caption
Click away or press Enter to save

Writing effective captions:

Good captions describe what the media shows and when it's useful:

Good: "Settings page showing the password reset option under Security"
Good: "Video walkthrough of connecting your Slack workspace"
Less effective: "Screenshot 1"
Less effective: "Settings"

The AI reads captions to decide which media to show customers. Descriptive captions help the AI select the most relevant visuals for each question.

Example: If your article has three screenshots—login page, settings page, and billing page—and a customer asks about changing their password, the AI will use captions to identify and show only the settings page screenshot.

Link to Related Content

Help customers find related information:

"For more on X, see [Article Name]"
"Related: [Article 1], [Article 2]"

The Editing Interface

Rich Text Editor

The editor provides formatting tools:

Tool	Purpose
B	Bold text
I	Italic text
H1/H2/H3	Headings
•	Bullet list
1.	Numbered list
`</>`	Code block
🔗	Insert link
📷	Insert image

Preview Mode

Toggle to preview mode to see how your article will appear to customers. Check:

Formatting looks correct
Images display properly
Links work

Autosave

Your work is automatically saved as a draft. You won't lose content if you close the browser.

Saving and Publishing

Save as Draft

Click Save Draft to save without publishing. The article:

Is visible to your team in the editor
Won't appear in the public knowledge base
Can be edited and refined before publishing

Publish

Click Publish to make the article live. It immediately:

Appears in your public knowledge base
Becomes searchable
Is available for AI to reference

Unpublish

To remove a published article:

Open the article
Change status to Draft or Archived
Save

After Publishing

Monitor Performance

Check how articles perform:

View counts
Helpfulness ratings (thumbs up/down)
Feedback comments

Iterate and Improve

Based on feedback and questions you receive:

Clarify confusing sections
Add missing information
Update outdated content

Share with Customers

Link to articles when:

Responding to support tickets
Sending onboarding emails
Training customers on features