Article Visibility: Public vs Internal

Public vs Internal Articles

Every article in Helpium has a visibility setting that controls who can see it.

Public Articles

• Visible to customers in the public help center
• Used by the AI chatbot when answering customer questions
• Appear in search results for both customers and agents
• Shown in the widget knowledge base search

Internal Articles

• Visible only to agents in the dashboard
• Not visible to customers in the help center or widget
• Not used by the AI chatbot for customer conversations
• Perfect for internal runbooks, team processes, and agent guides

Setting Visibility

When creating or editing an article:

1. Look for the Visibility setting
2. Select Public or Internal
3. Save the article

Use Cases for Internal Articles

• Agent scripts: Standard responses for common scenarios
• Escalation procedures: When and how to escalate issues
• Internal policies: Refund policies, SLA guidelines, etc.
• Technical runbooks: Step-by-step debugging guides for the team
• Training materials: Onboarding guides for new agents

Filtering by Visibility

On the Articles list page, use the Visibility filter to show only Public or only Internal articles.