Writing Help Center Articles
On this page
Help center articles are the answers your customers read in your help center. Published articles also serve as a knowledge base for BLE AI, and your agents can share them as links during conversations. To write an article, you need the "Manage help center articles and categories" permission.
- ArticlesAll articles, search, and bulk operations
- Help Center LayoutPlace the article in a section
- BLE AIManage the use of articles by BLE AI
Write a new article
You can start an article in two ways: by clicking the "New Article" button on the Help Center › Articles page, or by navigating to a section within the Help Center layout and selecting "New Article." With the second method, the article opens already placed within that section.
- Article Information — The title appears at the top of the article and in search results. The short description appears below the title in lists. If the URL field is left blank, it is generated from the title.
- Content — Type everything below the heading in the editor; any images you add will be uploaded to your workspace.
- Publish — From the Publication Status field, select Published or Draft. A new article is saved as a draft until you publish it.
- Location — Select one or more sections where the article will be listed using "Publish in Sections."
- Visibility and Tags — Use “Visible to” to specify the audience, “Author” to specify the article’s author, and “Tags” to specify topic tags. You can create a new tag by typing it in.
- Attachments — Add files that visitors can download from the bottom of the article (maximum 20 MB per file).
- Create — The article is saved; when editing, the button is labeled "Save."
Changing the URL of a published article will break previously shared links.
Preview
On the editing screen, the "Preview Draft" button appears in draft articles, and the "Preview in Help Center" button appears in published articles; the article opens in a new tab. Only your authorized team can view the draft preview. The preview opens the most recently saved version; save first, then preview.
Draft and published
Draft articles do not appear in the Help Center and are not indexed by BLE AI. Visitors can only find articles that have not been assigned to a section through the search function.
List of Articles
The Help Center › Articles page displays all articles, regardless of which section they are in. Columns: Article (title, category, and section), Author, Status, and Last Updated.
- Search and filters: Article search box; filters for Status, Author, Tags, and creation and update dates.
- Line menu: Edit, Preview Draft, View in Help Center, Delete Article.
- Bulk Actions: When you select rows, you can Change Status (Published or Draft), Change Visibility, and Delete.
If you have "View Reports" permission, you’ll see Help Center search reports along with article performance metrics (views, likes, and dislikes) at the bottom of the list. Visitors answer the question "Was this article helpful?" with "Yes" or "No" at the bottom of each article.
BLE AI's use of articles
When you create or save a published article, BLE AI scans it in the background and adds it to its information sources. Drafts are not scanned.
To see which articles have been used, check the "Articles" card on the BLE AI › Knowledge and Behavior › Knowledge Base screen:
- Manage articles; this opens the article list with a BLE AI column; articles that are in use display "In Use" next to the author. You can use the BLE AI status filter to list only those that are in use or those that are not in use.
- You can select articles and use "Change BLE AI Status" to enable or disable BLE AI.
- The tab includes options to enable or disable all articles at once; while scanning, it displays "Scanning..."
If you edit and save an article in a publication that you have disabled for BLE AI, the article will be rescanned and become available for use again; repeat the disabling process after saving. Marking a published article as a draft does not remove the content that BLE AI has previously crawled; to do so, disable the article for BLE AI. Deleting an article also deletes its copy in BLE AI.
BLE AI responds by reading the text of the article. Answering a single question per article with a clear headline and short paragraphs makes it easier for both the visitor and BLE AI to find the right information.
Share this article in a meeting
When replying to a conversation, click the button with the book icon on the bottom bar of the reply box (it says "Add Article" when you hover over it) or use ⌘/Ctrl+/ to open the list of Help Center articles. A link to the article you select will be added to your reply. The same button is also available when starting a new conversation and when composing a quick reply.