Creating and Managing Help Articles

Article Management

Articles are the foundation of your knowledge base. They power the AI chatbot, the public help center, and the semantic search.

Creating an Article

1. Go to Knowledge Base → Articles
2. Click New Article
3. Fill in the article details:
   • Title: A clear, descriptive title (max 500 characters)
   • Category: Select a category to organize the article
   • Content: Write your article using Markdown formatting
   • Excerpt: A short summary for search results (auto-generated if left blank, max 200 characters)
   • Visibility: Public (visible to customers) or Internal (visible only to agents)
4. Click Save as Draft or Publish

Article Statuses

• Draft: Work in progress, not visible to customers
• Published: Live and searchable in the help center and by the AI chatbot
• Archived: Hidden from view but preserved for reference

Editing an Article

1. Go to Knowledge Base → Articles
2. Click on the article you want to edit
3. Make your changes and click Save

When you update a published article's content, Helpium automatically regenerates the AI embeddings so search results stay current.

SEO Metadata

Each article supports optional SEO fields:

• Meta Title: Custom title for search engines (max 70 characters)
• Meta Description: Custom description for search engines (max 160 characters)

Deleting an Article

Click Delete on the article detail page. This removes the article and its associated embeddings.

Filtering Articles

Use the filters on the articles list page to find specific articles:

• Status: Draft, Published, Archived
• Visibility: Public, Internal
• Category: Filter by any category
• Search: Full-text search across titles and content