Articles
Create, edit, publish, version, search, and maintain knowledge articles.
Articles
Knowledge articles are Markdown-like support documents stored per project.
Article Fields
| Field | Description |
|---|---|
title | Article title. |
slug | Public or internal article path. |
content | Article body. |
category | Optional category label. |
status | draft or published. |
is_public | Whether it can appear in public docs and widget search. |
ai_generated | Whether AI generated the article. |
external_source | Source label such as holydocs. |
external_id | Stable external source key. |
external_url | Original article URL. |
locale | Source locale. |
Publish Flow
1
Draft
Create or import the article as a draft when content is incomplete.
2
Review
Check accuracy, tone, policy, links, and customer-facing clarity.
3
Publish
Publish the article so it can be indexed and used by the widget and agent.
4
Measure
Watch views, helpfulness, failed searches, and related conversations.
Version History
Article snapshots are recorded on create, update, and publish. Use version history to compare changes or roll back after a bad edit.
Good Article Pattern
md# Short, customer-language titleOne-sentence answer.## When to use thisExplain the situation.## Steps1. Do the first thing.2. Do the second thing.3. Confirm the result.## Still need help?Tell the customer what context to send.