Help Tools
What an AI can do with your knowledge bases and documentation sets from Copilot or a connected AI app: create and organize them, write articles and pages by hand or with AI, and publish or unpublish them.
Overview
From Copilot or a connected AI app, an AI can build your public help content: knowledge bases (help center articles written in HTML) and documentation sets (docs portals with Markdown pages). It can create them, sort them into categories, write articles and pages itself or have AI write them, and publish or unpublish them. The AI looks these actions up with find_actions and runs each one with the run tool for its kind — see MCP Server.
In Copilot, every action on this page waits for your Confirm first. Each one is recorded in the Audit Log as AI change.
Permission required:Knowledgebase for the
kb.* actions, Documentation for the docs.* actions.Publishing indexes an item straight away, and it does not need a chatbot or a widget to exist. Indexed content belongs to the brand, so everything that answers for that brand — chat, phone, the inbox's suggested replies and AI social posts — can use it from the moment it is published.
Actions
| Action | Level | What it does |
|---|---|---|
kb.create | Change | Creates a knowledge base. It belongs to your organization's first brand. |
kb.update | Change | Renames a knowledge base or changes its language. |
kb.create_category | Change | Creates an article category in a knowledge base, at the top level or inside another category. |
kb.update_category | Change | Changes a category's name, description, parent category or position. |
kb.create_article | Change | Creates an article from HTML text the AI provides. The article starts unpublished. |
kb.update_article | Change | Changes an article's title, text, category or position. |
kb.write_article_with_ai | Change | Has AI write a new article, or rewrite an existing article's text, from a short description. The new article starts unpublished. Uses AI credits. |
kb.set_article_published | Change | Publishes or unpublishes an article on your help center. |
docs.create | Change | Creates a documentation set. It belongs to your organization's first brand. |
docs.update | Change | Renames a documentation set or changes its language. |
docs.create_category | Change | Creates a category in a documentation set. The category starts unpublished. |
docs.update_category | Change | Changes a docs category's name, description or position. |
docs.create_page | Change | Creates a docs page from Markdown text the AI provides, or a group page that only holds other pages. The page starts unpublished. |
docs.update_page | Change | Changes a docs page's title, text, description, category, parent page, group setting or position. |
docs.write_page_with_ai | Change | Has AI write a new docs page, or rewrite an existing page's text, from a short description. The new page starts unpublished. Uses AI credits. |
docs.set_published | Change | Publishes or unpublishes a docs category or a docs page on your public docs. |
How Publishing Works
Everything an AI creates here starts unpublished: articles, docs pages and docs categories. Visitors and your AI agent see nothing until it is published, so the AI can draft first and publish when you say so.
- Publishing makes the item visible and indexes it for the brand's AI at once. Unpublishing hides it and removes it from what the AI knows.
- Docs pages need their parents published first. A page can only be published when its category, and its parent page if it has one, are already published.
- Unpublishing a docs category or page also unpublishes what is under it — every page in the category, or every child page of the page.
- Knowledge base categories have no Published switch. Only articles do.
- Changed text and the AI agent. When an AI changes the text of a published article, the AI agent picks up the new text automatically. For a published docs page it does not: open the page in the dashboard and save it once to refresh what the AI agent knows.
- Language sets how the text is searched. It does not translate anything.
Published is not the same as Live. Which whole knowledge base and which documentation set visitors reach at your brand's public web address is chosen on Brand → Knowledge (each one is Live or Hidden). An AI can change that with
widgets.set_public_help, which is listed under Widget Tools and needs the Brands & chat widgets permission.What an AI Cannot Do Here
- Delete a knowledge base or a documentation set. An AI never deletes containers that hold your team's work. Delete them in the dashboard under Brand → Knowledge.
- Delete articles, docs pages or categories. There is no action for this. Delete them in the dashboard, inside the knowledge base or documentation set on Brand → Knowledge.
- Choose the brand of a new knowledge base or documentation set, or move one to another brand. A new one always goes to your organization's first brand. To move or copy it, use Move to another brand… or Copy to another brand… in its row menu on Brand → Knowledge.
Example Prompts
- "Create a knowledge base called Support with a Getting Started category."
- "Write an article about our refund policy with AI and put it under Billing. Don't publish it yet."
- "Publish the Getting Started article."
- "Create a docs page about API authentication in the API Reference category, then publish the category and the page."
- "Move the Billing FAQ article to the Account Management category."