[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:fr":36,"kb:categories:1:fr":37,"kb:brandArticles:1:0:fr":38,"kb:articleDetails:100:fr":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":54,"category":58,"relatedArticles":60,"relatedTagsArticles":72},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":51,"createdBy":48,"updatedAt":52,"updatedBy":40,"tags":32,"includeForAi":19,"authorName":53},100,15,"Creating an article","\u003Cp>A knowledge base article is a help page your customers can find in the public knowledge base and, if you allow it, content the Pleased AI can use when answering them.\u003C\u002Fp>\u003Cp>Articles are created per brand and per language. An article written under the wrong brand or language will not appear where customers look for it, and the AI will not use it for that brand or language.\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.\u003C\u002Fli>\u003Cli>At least one category to publish into.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Decide the topic before you open the editor. One article should answer one customer question - not several unrelated ones.\u003C\u002Fp>\u003Ch2>Step 1 - Open Add New Article\u003C\u002Fh2>\u003Col>\u003Cli>Open Knowledge Base from the main navigation.\u003C\u002Fli>\u003Cli>Select Add New Article.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The editor opens ready for a new article. Existing articles are listed under Manage Articles.\u003C\u002Fp>\u003Ch2>Step 2 - Confirm brand and language\u003C\u002Fh2>\u003Cp>At the top of the page:\u003C\u002Fp>\u003Col>\u003Cli>Confirm the brand.\u003C\u002Fli>\u003Cli>Confirm the language.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Nothing you write here syncs to other brands or languages. If you need the same topic elsewhere, create a separate article (or a translation) for that brand and language.\u003C\u002Fp>\u003Ch2>Step 3 - Write the title and content\u003C\u002Fh2>\u003Col>\u003Cli>Enter a \u003Cstrong>title\u003C\u002Fstrong> that names the topic in full — for example \u003Cem>\"How to reset your account password\"\u003C\u002Fem>, not \u003Cem>\"Reset\"\u003C\u002Fem> or \u003Cem>\"Passwords\"\u003C\u002Fem>.\u003C\u002Fli>\u003Cli>Write the body in the editor.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The title is what customers scan in search results, and it is attached to every part of the article the AI reads. Name the topic clearly rather than relying on the category to supply the context.\u003C\u002Fp>\u003Cp>Use headings, short sections, and lists where they help. Put instructions in text - the AI cannot read screenshots.\u003C\u002Fp>\u003Ch2>Step 4 - Assign a category or section\u003C\u002Fh2>\u003Cp>Every article must be assigned to a category or section before it can be saved.\u003C\u002Fp>\u003Col>\u003Cli>Open Publish in Section\u002FCategory.\u003C\u002Fli>\u003Cli>Select the category from the list.\u003C\u002Fli>\u003Cli>Use the arrow icon beside a category to expand into its sections, so the article lands somewhere specific rather than at the top of a broad category.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>If the category you want does not exist, create it from the Knowledge Base dashboard first.\u003C\u002Fp>\u003Ch2>Step 5 - Set the article options\u003C\u002Fh2>\u003Cp>In the right-hand settings panel, set anything that applies:\u003C\u002Fp>\u003Cp>\u003Cstrong>Select article tags - \u003C\u002Fstrong>Internal labels for filtering and grouping related articles\u003C\u002Fp>\u003Cp>\u003Cstrong>Highlight Article - \u003C\u002Fstrong>Mark it so your team can spot it easily in lists and on the dashboard\u003C\u002Fp>\u003Cp>\u003Cstrong>Include in AI Knowledge - \u003C\u002Fstrong>Allow the Pleased AI to read the article when answering customers\u003C\u002Fp>\u003Cp>\u003Cstrong>Attachments - \u003C\u002Fstrong>Upload files that sit alongside the article\u003C\u002Fp>\u003Cp>Tags and highlighting are for your team -  they do not change what customers see on their own.\u003C\u002Fp>\u003Cp>Only enable Include in AI Knowledge for content that is accurate, approved, and genuinely customer-facing. Draft articles are never included for the AI, regardless of this setting.\u003C\u002Fp>\u003Ch2>Step 6 - Save as Draft or Save and Publish\u003C\u002Fh2>\u003Cp>Hover over Save and choose:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Save as Draft\u003C\u002Fstrong> - keeps the article out of the help centre and out of AI answers while you write or review it.\u003C\u002Fli>\u003Cli>\u003Cstrong>Save and Publish\u003C\u002Fstrong> - makes it visible in the public knowledge base immediately.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Before you publish, confirm:\u003C\u002Fp>\u003Cul>\u003Cli>The correct brand and language are selected\u003C\u002Fli>\u003Cli>It is assigned to the correct category or section\u003C\u002Fli>\u003Cli>The content is complete and accurate\u003C\u002Fli>\u003Cli>Links and images work\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Publishing updates the public knowledge base straight away. The AI picks the change up at the next scheduled update - commonly every few minutes - so wait briefly before testing a chatbot answer.\u003C\u002Fp>\u003Ch2>Writing articles customers and the AI can use\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>One topic per article\u003C\u002Fstrong> - one article, one intent.\u003C\u002Fli>\u003Cli>\u003Cstrong>Use the words customers use\u003C\u002Fstrong> - \"reset your password\", not \"credential recovery\".\u003C\u002Fli>\u003Cli>\u003Cstrong>Make each section stand on its own\u003C\u002Fstrong> - the AI may retrieve a section without the paragraphs around it.\u003C\u002Fli>\u003Cli>\u003Cstrong>Never replace instructions with an image\u003C\u002Fstrong> - put the steps in text, and use screenshots only as support.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Troubleshooting\u003C\u002Fh2>\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>\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 Include in AI Knowledge 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 change 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>The article appears in one language but not another.\u003C\u002Fstrong> Articles do not sync across languages. Create a translation under the other language.\u003C\u002Fp>","2026-09-03T11:18:00.000+00:00","2026-09-10T13:16:37.000+00:00","Nikita Beslik",[55],{"id":48,"brandId":18,"categoryId":56,"parentSectionId":32,"position":48,"title":57,"description":57,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},17,"Creating Articles",{"id":56,"brandId":18,"position":48,"title":59,"description":59,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Creating a Knowledge Base",[61,65,66,69],{"id":62,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":63,"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},99,"Article states",101,{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":47,"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":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,[]]