Knowledge Base: Creating Articles

Any operator in the project can create and edit articles and categories. Only owners and admins can delete articles and categories.

Creating an Article

• Open Knowledge Base in the sidebar and click “Create Article”.
• Fill in the title, pick a category (or create one with “Add Category”), and add a short summary and comma-separated tags.
• The article text is written in Markdown. The formatting bar inserts the markup for you: H2 heading and H3 subheading, bold, italic, inline code and code block, list, quote and link.
• Attach files and images in the “Attachments” block — you can also drag them into the editor or paste an image from the clipboard. Article attachments aren't removed by the media retention period.
• Set the toggles and click “Save”.

Publishing and visibility

• “Published” (on for a new article) — the article is available to the team and to operators' AI suggestions. Turn it off to keep the article as a draft.
• “Public” (off for a new article) — customers see the published article: in the widget's Help tab, in the bots' knowledge base hints and menu, in the /faq command, in AI answers sent without an operator and through the public API. Without it the article is internal: only the team sees it.

Editing

An existing article opens in view mode. Click “Edit”, confirm that you want to edit, make your changes and click “Save”. There's no version history: saving replaces the article text.