Open the editor
Dashboard -> Knowledge base -> New article.
Title, category, body
- Title — what visitors will search for. Match the question, not the answer ("How do I cancel?", not "Cancellation policy").
- Category — pick from the sidebar or create a new one.
- Body — full markdown: headings, lists, links, fenced code, inline code, images.
Status
- Draft — only you see it. Default for new articles.
- Visible — appears in the public help center + widget search.
- Hidden — explicitly suppressed (use for outdated articles you don't want to delete yet).
Use for AI
The Use for AI toggle is independent of Status. You can keep an article hidden from visitors but still feed it to the bot, or vice-versa.