You can easily create and manage knowledge base articles for your team and customers, which helps you deliver faster and more effective support.
Note: You’ll need “Create Articles” permission to create an article. Learn more
Topics Covered
Steps to Create a Knowledge Base Article
- In the left sidebar, click Articles to view your knowledge base.
- If you have more than one knowledge base, choose the one you want to add the article to.
- Click New on the article list page to begin drafting your article.
Fill in the Article Details
Once inside the editor, here’s what you’ll need to complete:
-
Language: Default is English or your main KB language. If multiple languages are available, you can choose one.
-
Title: Enter a clear title (max 150 characters).
-
Body: Add your content using the rich text editor. You can format text, add links, images, code blocks, tables, and more (max 3000 characters).
-
Slug: The article’s URL, auto-generated from the title. You can edit it—just make sure it’s unique and valid.
-
Category: Pick an existing category or create a new one to organize your article.
-
Owner: By default, you’ll be listed as the author, but you can assign it to someone else.
-
Visibility: Decide who can see this article:
-
Public – Visible to everyone, including customers
-
Internal – Only your team can view it
-
Restricted – Limit access based on specific contact rules (must set at least one rule)
-
-
AI Settings: If Sandy AI is enabled, the article can be used to respond to visitor questions or assist your team with replies.
-
SEO Settings: Add a title and meta description (up to 150 characters) to help your article appear in search results.
-
Tags: You can add searchable keywords to make your article easier to find.
-
Attachments: Upload up to 10 files (max 20MB each) in supported formats like PDF, DOCX, PPT, XLS, CSV, and more.
-
Allow Comments: Let logged-in users leave comments. If not logged in, they’ll be asked to enter their email.
Save or Publish Your Article
-
Save as Draft: Use this if you’re not ready to publish yet. Title and body are required to save.
-
Publish: Make the article live once all required fields are filled in.
Additional Features
-
Version History: Every save or publish creates a new version. You can restore previous versions anytime.
-
Sandy AI Integration: Published articles automatically update Sandy AI’s knowledge base (if enabled).
-
Permissions: Only users with the right permissions can create, edit, or publish articles.
Comments
0 comments
Article is closed for comments.