Writing an article is the start. Keeping a knowledge base accurate over time is the actual work - and Manage Articles is where you review, publish, unpublish, delete, and copy articles after they exist.
Articles are managed per brand. The list covers every language for the selected brand; an article created under the wrong brand will not appear where customers or the AI look for it.
Before you begin
You need:
- A role with Knowledge Base edit permission
- The correct brand selected.
- At least one existing article - see Creating an article if you still need to write one.
Step 1 - Open Manage Articles
- Open Knowledge Base from the main navigation.
- Select Manage Articles.
You see every article for the selected brand, across all languages. Articles are shown 10 per page.
Step 2 - Find and open an article
- Confirm the brand at the top of the page.
- Use search, filters, or pagination to find the article.
- Select the article title to open it in the editor.
From the list you can also:
- See whether each article is included in AI Knowledge
- Hover the translation indicator to see which language versions are complete
For draft versus published, and for Include in AI Knowledge, see Article States. For missing translations, see Creating translated articles.
Step 3 - Publish, unpublish, or delete in bulk
When a policy changes, you often need to act on several articles at once:
- Select the articles with the checkboxes.
- Choose Publish, Unpublish, or Delete.
Publish - Makes selected drafts visible in the public knowledge base
Unpublish - Removes them from the public knowledge base without deleting them
Delete - Removes them permanently
Use Unpublish when content is wrong and you cannot fix it immediately - safer than leaving something inaccurate live while you rewrite it.
Publishing and unpublishing update the public knowledge base immediately. The AI picks the change up at the next scheduled update - commonly every few minutes. See Article States.
Step 4 - Copy content to another brand
Categories and articles can be copied between brands with Copy to:
- Open the Knowledge Base for the source brand.
- Select Copy to.
- Select the destination brand.
- Confirm.
Content is copied in its existing state - published stays published, drafts stay drafts, and the category structure is retained.
The copy is independent. Later changes to the original do not flow through. Review the copied content for wording, links, images, and anything brand-specific before relying on it.
Writing articles the AI can use well
Clear, well-structured articles help the AI answer accurately. The same structure helps customers.
Do:
- Use clear headings - they let the AI match a question to the right part of the article
- Use bullet points and numbered lists
- Keep sentences short and direct
- Cover one topic per article - one article, one intent
- Include examples for edge cases
- Include a troubleshooting section and FAQs
Avoid:
- Long blocks of unbroken text
- Mixing unrelated topics in one article
- Overly technical or internal language
- Vague instructions like "just click the button"
- Using images in place of written instructions
How the AI reads your articles
The AI does not read an article whole. Long articles are split into segments of roughly two thousand characters, and each segment is matched against the customer's question on its own. The article's title travels with every segment, so the AI always knows which article a passage came from.
That explains most of the advice above, and adds a little more:
- Give the article a title that names the topic in full. "Withdrawal limits and processing times" works; "Limits" does not. The title is the one piece of context attached to every segment.
- Make each section stand on its own. A segment can be retrieved without the paragraphs around it, so "as described above" and "see the previous section" lose their meaning.
- Repeat the key noun instead of opening a section with a pronoun - "your withdrawal", not "it".
- Split genuinely different topics into separate articles, so a match returns a whole answer rather than a fragment of a longer document.
Use the words customers use
Write "reset your password", not "credential recovery". Include the phrasing customers actually type. Natural usage is enough - do not stuff keywords.
A consistent structure
Articles are easier to read, maintain, and retrieve when they follow the same shape:
- What this article covers
- Overview
- Step-by-step instructions
- Troubleshooting
- FAQs
Keeping content accurate
- Review after any process or policy change. A confidently wrong article is worse than no article, because both customers and the AI will trust it.
- Check your most-read articles most often. Article analytics shows which those are.
- Watch for AI answers that are subtly wrong - that usually means an article is incomplete rather than the AI being at fault.
- Unpublish rather than leave something inaccurate live while you rewrite it.
Troubleshooting
My article is not in the knowledge base. It is in draft, was created under a different language, or you are looking at a different brand.
A new or corrected article is not showing up in AI answers. Check that it is published, that Include in AI Knowledge is on, and that it sits under the brand the customer is talking to. If all three are right, allow a few minutes - the AI re-reads your knowledge base on a schedule rather than the moment you save. See Article States.
An article has a title but no content. The AI cannot use it at all, because there is nothing to read. Add the body text and save.
The AI gives the wrong answer. Usually the article is missing the relevant information, the headings are unclear, or it mixes several topics. Split it up and add the missing detail.
The AI gives incomplete answers. Look for missing FAQs, missing troubleshooting steps, or key details buried in long paragraphs.
I cannot delete a category. Categories must be empty - move or delete the articles inside first.
Should every article be available to the AI? No - only those relevant to customer queries.
Do updates reach the AI immediately? No. The public knowledge base updates as soon as you save, but the AI re-reads your articles on a schedule - commonly every few minutes - so allow a short delay before testing a correction. See Article States.
Does renaming an article affect the AI? Yes. A renamed or moved article is read in again from scratch at the next update, rather than being amended in place. See Article States.