Documentation

Writing articles

A guide to the article editor — the title, language and Published settings, the AI writing tools, and what has to be true before an article can be shared.

Basic Settings

The article editor provides essential settings to control how your knowledge base articles are structured and published.

Title

The article title is a required field that appears in navigation menus, search results, and as the page heading when visitors view the article. Choose a clear, descriptive title that accurately represents the article's content.

Language

Articles can be written in multiple languages to support international audiences. The language setting determines:

  • Which language version of the article is displayed
  • How the article appears in language-specific navigation
  • URL slugs and SEO optimization for that language

If the article is in the knowledge base's main language, this field is read-only. For translations, you can select from the additional languages configured in the knowledge base's settings.

Published Status

The Published toggle controls two things at once:

  • Published: the article is indexed for the brand's AI, and — if this knowledge base is the one on the brand's public web address — visitors can read it there. The address belongs to the brand and needs no chat widget
  • Unpublished: the article is a draft, visible only in the dashboard, and the AI cannot read it

Publishing is what teaches the AI. The article is indexed the moment you publish it, and from then on the AI can answer from it in chat, on phone calls and in the inbox's suggested replies. No chat widget and no AI agent need to exist for that to happen.

On the free plan the Published switch is disabled once the account has used all 250 of its indexed items, and the editor says so: "You have used all 250 of 250 indexed items on the free plan. Unpublish something or upgrade to publish this article."

AI Tools

The article editor includes powerful AI tools to help you create and refine content more efficiently.

AI Content Generation

The AI Content button opens an assistant that works from a single instruction — no modes to pick. Tell it what to do, optionally attach other articles as context, and review the result before anything changes:

Describe what you want

Write an instruction in the prompt field — "Write an article about setting up SSO" on an empty article, or "Add a section about pricing" on an existing one. When the article already has content, quick-action chips give you one-tap instructions:

  • Continue writing - Appends a continuation at the end of the article
  • Improve - Reworks clarity, flow, and structure
  • Fix grammar - Corrects spelling and grammar without changing the meaning
  • Shorten - Condenses the article while keeping the key information

A chip can be combined with your own instruction for finer control.

Attach context (optional)

Click Add context under the prompt to reference other articles. The picker lists the published articles of this knowledge base only — it does not reach into another knowledge base in the same brand. Attached articles are handed to the AI as background, keeping terminology and facts consistent.

Review the preview

The result appears as a formatted preview inside the modal — your article is untouched until you accept. A badge states exactly what accepting does (Replace article or Append), and you can Refine the result with a follow-up instruction ("make it shorter"), Regenerate for a fresh attempt, or accept to apply it to the editor.

AI Title Generation

The AI Title button automatically generates engaging, concise titles based on your article content. Simply click the button after writing your content, and the AI will suggest a 2-6 word title that captures the essence of your article.

Pro tip: Generate your content first, then use AI Title generation for the best results. The AI analyzes your full article to create relevant, engaging titles.

Content Editor

For detailed information about using the rich text editor to format your article content, including text formatting, media embedding, and advanced features, see our comprehensive Content Editor Guide.

Sharing Articles

An article can be shared once it is published and its knowledge base is the one on the brand's public web address. A brand that has no chat widget at all currently gets a disabled Share button even when its knowledge base is live — the article itself is still reachable at the address.

Once those conditions are met, the Share button gives you a direct link visitors can open. For detailed information about sharing options and link shapes, see our Article Sharing Guide.