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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",[86],{"id":49,"brandId":18,"categoryId":48,"parentSectionId":32,"position":49,"title":87,"description":87,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":42},"Creating Articles",{"id":48,"brandId":18,"position":49,"title":50,"description":50,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":42},[90,91,94,97],{"id":78,"brandId":18,"sectionId":49,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":79,"titleTranslated":32,"position":81,"isDraft":42,"isPromoted":42,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},{"id":92,"brandId":18,"sectionId":49,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":93,"titleTranslated":32,"position":92,"isDraft":42,"isPromoted":42,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},100,"Creating an article",{"id":81,"brandId":18,"sectionId":49,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":95,"titleTranslated":32,"position":96,"isDraft":42,"isPromoted":42,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},"Managing articles",102,{"id":96,"brandId":18,"sectionId":49,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":98,"titleTranslated":32,"position":99,"isDraft":42,"isPromoted":42,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},"Creating translated articles",103,[],{"category":102,"sections":103,"articles":108},{"id":48,"brandId":18,"position":49,"title":50,"description":50,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":42},[104,107],{"id":105,"brandId":18,"categoryId":48,"parentSectionId":32,"position":105,"title":106,"description":106,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":42},14,"Creating Categories and Sections",{"id":49,"brandId":18,"categoryId":48,"parentSectionId":32,"position":49,"title":87,"description":87,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":42},[],[],{"content":111,"number":35,"size":116,"totalElements":117,"pageable":118,"last":19,"totalPages":18,"sort":120,"first":19,"numberOfElements":117,"empty":42},[112,113,114,115],{"id":78,"brandId":18,"sectionId":49,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":79,"titleTranslated":32,"position":81,"isDraft":42,"isPromoted":42,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},{"id":92,"brandId":18,"sectionId":49,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":93,"titleTranslated":32,"position":92,"isDraft":42,"isPromoted":42,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},{"id":81,"brandId":18,"sectionId":49,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":95,"titleTranslated":32,"position":96,"isDraft":42,"isPromoted":42,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},{"id":96,"brandId":18,"sectionId":49,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":98,"titleTranslated":32,"position":99,"isDraft":42,"isPromoted":42,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":42,"isPriority":42},500,4,{"sort":119,"offset":35,"pageNumber":35,"pageSize":116,"paged":19,"unpaged":42},{"sorted":19,"empty":42,"unsorted":42},{"sorted":19,"empty":42,"unsorted":42}]