Articles

What is an Article?

An article is a piece of written knowledge owned by your team: a shipping FAQ, a returns guide, an onboarding walkthrough, an internal note about how you handle chargebacks.

Every article has two possible audiences, and one article can serve both:

• The AI. Published articles are indexed and searched every time the AI answers a customer, so they are the main way you teach it your business.
• Your customers. Public articles are built into your help center site, one page each, searchable.

Articles live under Knowledge → Articles. Sections live next to them under Knowledge → Article Sections.

Article types

The type decides whether an article can reach customers. Everything except Internal Article is public.

• Public Article 📄 General customer-facing content. The default choice.
• FAQ ❓ A single question and its answer.
• Getting Started 🚀 Onboarding and setup content.
• Troubleshooting 🔧 Problem and fix.
• Internal Article 🔒 Never published to the help center. It still grounds the AI, so use it for policy detail, tone notes and background you want the AI to know but not show.
• Imported ⬇️ Content synced from a connected source. Read-only: the fields are locked in the editor because the next sync would overwrite your edits anyway.

Note: type controls the help center only. An unpublished Public Article is invisible everywhere, and a published Internal Article is invisible to customers but fully visible to the AI.

Anatomy of an article

The editor has three tabs.

Content

• Type (required), as above.
• Market, which market the article belongs to. Left empty it falls back to your default market. See "Markets" below.
• Section (required), the group the article belongs to. You can create a new section straight from the dropdown.
• Title (required) and Slug. The slug is generated from the title and becomes the article's URL, for example /article/how-to-setup-domain.html.
• Summary, one or two lines shown in listings and search results on the help center.
• Content (required), the body. Rich text with headings, lists, links, quotes, code blocks and image attachments.
• Tags, free-form labels used for categorisation and search.

Publishing

• Published, the on switch. Off means the article exists for editors only.
• Publish date, shown once Published is on. A date in the future keeps the article hidden until then.
• Featured, promotes the article to the chips at the top of the help center front page.
• Display order, position within its section. Lower numbers come first.
• Views, read-only, counted from the public help center pages.

Metadata

Free key-value pairs for anything your own processes need. Nothing in the product requires it.

Sections

A section is a named group of articles, and every article needs one. Sections carry three flags that the help center build honours:

• Visible: a hidden section, and every article in it, is left out of the site entirely.
• Show in menu: whether the section is an entry in the left-hand menu on topic and article pages. Sections outside the menu are still reachable from the topic grid on the front page, and the menu always shows the section you are currently inside.
• Sequential navigation: numbers the articles in the menu and adds previous and next buttons at the bottom of each one. Use it for content meant to be read in order, like a setup guide.

Sections are also ordered, and a section with no articles for a given market is simply dropped from that market's site.

Note: the topic URL is derived from the section name at build time, so renaming a section changes its URL and breaks old links to it.

Markets 🌍

Help centers are built one per market, so market decides where an article shows up.

• An article with a market appears only on that market's help center.
• An article with no market is shared and appears on all of them.
• New articles inherit your default market when you leave the field empty.

Links inside your content are localized per market where a matching URL template exists, so a Danish article can point at your Danish storefront and the same content on another market points at its own.

What happens when you save 🔄

Saving an article kicks off two things automatically, both within seconds. There is no publish button beyond the toggle and nothing to rebuild by hand.

• The help center rebuilds. Every configured market of your team is regenerated and the CDN cache is purged.
• The AI's knowledge index updates. The article is re-chunked and re-embedded, so the next conversation searches the new text.

Unpublishing, or deleting, removes the article from the index as well: the AI stops seeing it immediately. That makes the Published toggle the fastest way to pull wrong information out of circulation while you fix it.

Writing articles the AI can actually use

The AI retrieves articles by meaning, in pieces, not by reading your help center front to back. A few habits make a large difference:

• One topic per article. A single article covering returns, shipping and gift cards retrieves badly for all three.
• Write the words customers use, not internal names. "Track my order", not "Fulfilment status lookup".
• Be explicit about conditions. "Returns within 30 days of delivery, unused, original packaging" beats "standard return conditions apply".
• Use headings and short paragraphs. Structure survives chunking; a wall of text does not.
• Put facts in the body, not only in the summary. The summary is for humans scanning listings.
• Keep policy detail in Internal Articles when it should guide the AI without being published.

Good to know

• Editing the title regenerates the slug, which changes the article's public URL. Set the slug by hand first if you need the old link to keep working.
• The help center is static. Content edits rebuild it automatically; a stale page usually means the article is unpublished, hidden by its section, or on another market.
• Imported articles cannot be edited in place. Change them at the source, or copy the content into a new article and unpublish the imported one.
• Views count on the public pages only, and the front page's "most asked" list is ranked by them.
• Readers can leave a thumbs up or down on any help center article, which is the quickest signal that something needs rewriting.