[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:es":36,"kb:categories:1:es":37,"kb:brandArticles:1:0:es":38,"kb:articleDetails:99:es":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":55,"category":59,"relatedArticles":61,"relatedTagsArticles":72},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":51,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":52,"createdBy":48,"updatedAt":53,"updatedBy":48,"tags":32,"includeForAi":19,"authorName":54},99,15,"Article states","\u003Cp>An article's state controls two things: whether customers can read it, and whether the AI chatbot can use it.\u003C\u002Fp>\u003Cp>Customer visibility and AI use are separate settings. Confusing them is the most common knowledge base mistake - publishing an article does not automatically include it for the AI, and including it for the AI does nothing while the article is still a draft.\u003C\u002Fp>\u003Cp>Each article is Draft or Published, and can optionally be marked Include in AI Knowledge.\u003C\u002Fp>\u003Ch2>Before you begin\u003C\u002Fh2>\u003Cp>You need:\u003C\u002Fp>\u003Cul>\u003Cli>A role with Knowledge Base edit permission.\u003C\u002Fli>\u003Cli>The correct brand and language selected - articles do not sync across either.\u003C\u002Fli>\u003Cli>An article open in the editor, or access to Manage Articles for bulk publish and unpublish.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Step 1 - Understand Draft and Published\u003C\u002Fh2>\u003Cp>\u003Cstrong>Draft\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Visible to customers - No\u003C\u002Fp>\u003Cp>Available to the AI - No\u003C\u002Fp>\u003Cp>\u003Cstrong>Published\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Visible to customers - Yes\u003C\u002Fp>\u003Cp>Available to the AI - Only if Include in AI Knowledge is also enabled\u003C\u002Fp>\u003Cp>\u003Cstrong>Draft\u003C\u002Fstrong> saves the article without making it visible. Use it while writing, and while content is being reviewed internally.\u003C\u002Fp>\u003Cp>\u003Cstrong>Published\u003C\u002Fstrong> makes the article available in the public knowledge base. Published articles can still be edited afterwards.\u003C\u002Fp>\u003Ch2>Step 2 - Save as Draft\u003C\u002Fh2>\u003Col>\u003Cli>Open the article in the editor.\u003C\u002Fli>\u003Cli>Confirm the brand, language, and category.\u003C\u002Fli>\u003Cli>Hover over Save and choose Save as Draft.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The article stays out of the help centre and out of AI answers until you publish it.\u003C\u002Fp>\u003Ch2>Step 3 - Save and Publish\u003C\u002Fh2>\u003Cp>Before publishing, confirm:\u003C\u002Fp>\u003Cul>\u003Cli>The correct brand is selected\u003C\u002Fli>\u003Cli>The correct language is selected\u003C\u002Fli>\u003Cli>It is assigned to the correct category\u003C\u002Fli>\u003Cli>The content is complete and accurate\u003C\u002Fli>\u003Cli>Links and images work\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Then:\u003C\u002Fp>\u003Col>\u003Cli>Open the article in the editor.\u003C\u002Fli>\u003Cli>Hover over Save and choose Save and Publish.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>You can also publish selected articles in bulk from Manage Articles.\u003C\u002Fp>\u003Cp>Publishing updates the public knowledge base immediately. The AI picks the change up at the next scheduled update - see below.\u003C\u002Fp>\u003Ch2>Step 4 - Include in AI Knowledge\u003C\u002Fh2>\u003Col>\u003Cli>Open the article in the editor.\u003C\u002Fli>\u003Cli>In the settings panel, enable Include in AI Knowledge.\u003C\u002Fli>\u003Cli>Save the article (Save and Publish if it should stay public).\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Enabling this lets the Pleased AI read the article and use its content when answering customers.\u003C\u002Fp>\u003Cp>Only enable it for content that is accurate, approved and genuinely customer-facing. Whatever you allow the AI to read, it may repeat to a customer in its own words.\u003C\u002Fp>\u003Cp>Draft articles are never included for the AI, regardless of this setting.\u003C\u002Fp>\u003Cp>Each article in Manage Articles shows whether it is included in AI Knowledge.\u003C\u002Fp>\u003Ch2>Step 5 - Unpublish when content is wrong\u003C\u002Fh2>\u003Cp>Unpublishing removes an article from the public knowledge base immediately, and from AI answers at the next scheduled update, without deleting it. Use it when content becomes wrong or a policy changes - faster and safer than rewriting under pressure.\u003C\u002Fp>\u003Col>\u003Cli>Open the article, or select it in Manage Articles.\u003C\u002Fli>\u003Cli>Choose Unpublish.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>You can unpublish in bulk from Manage Articles.\u003C\u002Fp>\u003Ch2>What the AI can and cannot use\u003C\u002Fh2>\u003Cp>The AI can only use an article that is:\u003C\u002Fp>\u003Cul>\u003Cli>Published\u003C\u002Fli>\u003Cli>Marked Include in AI Knowledge\u003C\u002Fli>\u003Cli>Written in the same language as the customer\u003C\u002Fli>\u003Cli>Stored under the correct brand\u003C\u002Fli>\u003Cli>Not empty - a title with no body gives the AI nothing to read\u003C\u002Fli>\u003C\u002Ful>\u003Cp>It cannot use an article that is in draft, unpublished, excluded from AI knowledge, in a different language from the query, or under a different brand.\u003C\u002Fp>\u003Ch2>How quickly changes reach the AI\u003C\u002Fh2>\u003Cp>Publishing, editing and unpublishing change the public knowledge base straight away - refresh the portal and the change is there.\u003C\u002Fp>\u003Cp>The AI is updated on a repeating schedule, not the instant you save. Your knowledge base is re-read at a set interval - commonly every few minutes - and the AI answers from the last completed pass.\u003C\u002Fp>\u003Cp>Two consequences worth knowing:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>After a correction, allow a few minutes before testing the AI.\u003C\u002Fstrong> Asking the chatbot straight away can return the old wording — the article is fixed, the AI has not re-read it yet.\u003C\u002Fli>\u003Cli>\u003Cstrong>Urgent removals should not rely on the AI update alone.\u003C\u002Fstrong> If something must not be repeated to a customer at all, unpublish it \u003Cem>and\u003C\u002Fem> tell your team, rather than assuming the chatbot stops using it the same second.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Renaming and moving articles\u003C\u002Fh2>\u003Cp>For the public knowledge base, renaming an article or moving it to another category is an ordinary edit.\u003C\u002Fp>\u003Cp>For the AI it is not an edit. An article is identified by its title together with its place in the category structure, so changing either makes it a different article: at the next scheduled update the old version is removed and the new one is read in from scratch.\u003C\u002Fp>\u003Cp>Nothing is lost, but bear in mind:\u003C\u002Fp>\u003Cul>\u003Cli>Between the change and the next update, the AI may still be answering from the old title and location.\u003C\u002Fli>\u003Cli>Renaming a category or section affects every article inside it, because it changes where those articles sit. A large restructure means a large re-read.\u003C\u002Fli>\u003Cli>If you are tidying up, do it in one pass rather than trickling changes through over a day.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Choosing a state\u003C\u002Fh2>\u003Cp>Still writing it - Draft\u003C\u002Fp>\u003Cp>Written, awaiting internal review - Draft\u003C\u002Fp>\u003Cp>Accurate, approved, customer-facing - Published + Include in AI Knowledge\u003C\u002Fp>\u003Cp>Customer-facing but nuanced, or needs an agent's judgement - Published, not included for AI\u003C\u002Fp>\u003Cp>Information has changed and you cannot fix it right now - Unpublish\u003C\u002Fp>\u003Cp>Written for internal use only - Draft, or an internal-only category\u003C\u002Fp>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>Customers cannot see my article.\u003C\u002Fstrong> It is still a draft, was created under a different language, or you are looking at a different brand.\u003C\u002Fp>\u003Cp>\u003Cstrong>The AI is not using my article.\u003C\u002Fstrong> Check that it is published, that \u003Cstrong>Include in AI Knowledge\u003C\u002Fstrong> is on, that it has body content, and that it sits under the brand and language the customer is using. If all of those are right, wait a few minutes for the next scheduled update.\u003C\u002Fp>\u003Cp>\u003Cstrong>I published a correction and the chatbot still gives the old answer.\u003C\u002Fstrong> The public knowledge base updated immediately; the AI has not re-read it yet. Wait for the next scheduled update, then test again.\u003C\u002Fp>\u003Cp>\u003Cstrong>I turned on Include in AI Knowledge but nothing changed.\u003C\u002Fstrong> Draft articles are never included for the AI. Publish first, then wait for the next scheduled update.\u003C\u002Fp>\u003Cp>\u003Cstrong>I cannot publish.\u003C\u002Fstrong> Check a category is selected, a language is selected, and that you have Knowledge Base edit permission.\u003C\u002Fp>\u003Ch2>\u003Cbr>\u003C\u002Fh2>\u003Cp>\u003Cbr>\u003C\u002Fp>",101,"2026-09-03T10:48:18.000+00:00","2026-09-14T10:02:20.000+00:00","Kaan Sarilar",[56],{"id":48,"brandId":18,"categoryId":57,"parentSectionId":32,"position":48,"title":58,"description":58,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},17,"Creating Articles",{"id":57,"brandId":18,"position":48,"title":60,"description":60,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Creating a Knowledge Base",[62,63,66,69],{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":51,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},{"id":64,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":65,"titleTranslated":32,"position":64,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},100,"Creating an article",{"id":51,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":67,"titleTranslated":32,"position":68,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},"Managing articles",102,{"id":68,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":70,"titleTranslated":32,"position":71,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},"Creating translated articles",103,[]]