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 Add 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: saved but not listed on the portal. The AI agent still uses it unless you switch it off under AI agent → Knowledge.
• Published — Article is live and visible to customers on the portal.
• Archived: not listed on the portal and never used by the AI agent. Kept on record.

Add image#

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

Choosing a author & category#

Every article needs an author and a category. An article can be in one category only.
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#

• To save without publishing, select Draft under Status and click Save.

• Open the Preview tab to see how the article will look to customers.

  

Publishing#

When your article is ready:

1. Select Published under Status.
2. Click Save. The article is now listed on your portal.

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