Articles
Articles
Write knowledge directly in the dashboard — public help articles, internal-only guidance, drafts, and folders.
Articles are knowledge you write yourself, in the dashboard, with no source site or file behind them. Use them for the answers you want stated exactly one way: return policies, shipping rules, pricing exceptions, or guidance that exists nowhere else. Manage them at app.asks.app/knowledge-base/content.
Write an article
Click + New content on the Articles page and pick a type — Public article or Internal article — to open the editor with that type pre-selected (you can change it later in the details rail). Write the title and body; the body supports rich text. An optional description gives readers — and the agent — a one-line summary.
Content Type sets the audience:
- Public article — written for customers. Can appear in your Help Center.
- Internal article — guidance the agent can use, but customers never see the article itself. Good for edge-case handling, escalation rules of thumb, or facts you want answered without publishing a page about them.
Assign a Folder to keep the list organized — folders nest, and you can rename or delete them from the Articles page. The page shows the folder tree alongside a search box, filters (status, type, audience, AI Agent), and a Group by control that arranges the list by folder, status, type, or date.
Status is the workflow gate: Draft means not ready, Published means ready for use. Only published articles with AI Agent enabled turned on are indexed for the agent — drafts never reach it, so you can work on an article safely over time.
Saving a published article re-indexes it immediately; there is no separate training step.
Visibility controls
Three switches decide who sees an article and how it's used:
| Control | Effect |
|---|---|
| Status: Published | Article is ready for use; drafts are never indexed |
| AI Agent enabled | The agent may use this article when answering |
| Public visibility | The article is visible to customers (public articles only) |
Public visibility is what connects articles to your Help Center: published public articles with the switch on are the ones your Help Center serves. Internal articles can't be made publicly visible — the switch is disabled for them.
When to use articles
- Canonical answers — when the agent must phrase something one exact way, write it as an article rather than relying on a crawled page.
- Policies — returns, refunds, warranties, shipping cutoffs. Short, declarative articles retrieve cleanly.
- Gaps — anything customers ask that your site doesn't cover. Analytics surfaces these as knowledge gaps.
- Internal-only guidance — context the agent needs that you'd never put on your website.
Each written article counts as one Knowledge Base Article against your plan's limit, like any other source — see Articles & limits.