Writing and publishing articles

Articles are the building blocks of your Customer Portal. This guide walks you through creating an article from scratch, formatting it well, and publishing it for customers.

Creating a new article#

1. Go to Customer Portal → Content → Help articles.

   

2. Click New article.

   

3. The article editor opens. Give your article a clear, descriptive title — this is what customers see in search results and category listings.

   

Writing your content#

The editor supports rich text formatting. Use the toolbar to:

• Bold or italicize text for emphasis.
• Add headings (H2, H3) to break up long articles into scannable sections.
• Create numbered lists for step-by-step instructions and bullet lists for options or features.
• Insert links to other articles or external pages.
• Upload images to illustrate steps or highlight UI elements.
• Add code blocks for technical content.

Setting the article status#

• Draft — Article is saved but not visible to customers or the AI agent.
• Published — Article is live and visible to customers on the portal.
• Archived — Article is hidden from customers but kept on record. Always disable "Include in AI" when archiving.

Add image#

You can add an optional cover image displayed at the top of the article.

Choosing a author & category#

Every article must belong to an author and category.
Select the appropriate author and category from the dropdown.

Add meta settings#

• Meta title — The page title shown in search engine results and browser tabs. Defaults to the article title if left empty.
• Meta description — A short summary of the article shown in search engine results. Helps improve SEO and click-through rates.
• Meta tags — Keywords associated with the article to help search engines categorize it. Add multiple tags separated by commas.

Saving and previewing#

• Click Save draft at any time to save your progress without publishing by selecting Draft from the Status bar 

• Click Preview to see how the article will look to customers before it goes live.

  

Publishing#

When your article is ready:

1. Click Published from the Status sidebar.
2. The article immediately becomes visible to customers on your portal.

To un-publish an article, open it and change its status back to Draft or Archived and click on Save.