Lifecycle
An article has a source version (the original-language content you write) and a locale version per enabled language (translations).- Draft — a source version not yet published. The public site shows the previously published version (or hides the article if there’s never been one). The AI does not train on drafts.
- Published — the source version is live on the public site and in the AI’s training index.
- Updated — editing a published article creates a new draft source version. Publishing it supersedes the previous one; the old version stays in history so you can roll back.
Content format
Articles are written in Markdown, edited either visually or in source mode.- Visual editor
- Markdown source
The default mode. Rich-text editor with toolbar for headings, lists, links, images, code blocks, callouts, and tables. It writes Markdown under the hood — nothing is locked to the visual editor.
Metadata
Open the SEO dialog on any article (gear icon on the editor) to set the fields that control how the article appears publicly:| Field | What it controls |
|---|---|
| Title | The article headline. Shown on the public site and in search previews. |
| Description | A short summary. Fed to the AI for retrieval and shown in search results. |
| Slug | The URL segment — e.g. reset-password. Auto-generated from the title; override when you want stable URLs. |
| Meta title | Overrides Title for <title> in HTML. Use when you want a different length or phrasing for SEO. |
| Meta description | Overrides Description for the <meta description> tag. |
Version history
Every publish writes an immutable source version. Each row in the history panel shows the version number, who published it, and when.- Open history — the clock icon in the editor header. Shows versions across the primary language.
- Roll back — pick a version and click Restore. The content loads into your current draft; publish when you’re ready.
- Rolling back does not delete newer versions — it’s additive. Publishing the restored content creates yet another version on top.
Generate from a resolved session
OpenCX can draft a new article from the transcript of a resolved conversation.Open a resolved session
In Inbox, open any resolved session. The right sidebar has a Generate Help Center article action.
Review the draft
OpenCX writes a structured article — title, summary, body — and creates it as a draft in the category you chose. Nothing is published and nothing trains the AI yet.
Good to know
Publishing an article also trains the AI
Publishing an article also trains the AI
Every published article is indexed for retrieval at answer time. There’s no separate “sync to AI” toggle — publish is the trigger, unpublish is the removal.
Translations publish independently
Translations publish independently
English and French versions of the same article have separate publish states. You can ship the English update today and wait on the French translation until tomorrow without blocking either. See Translations.
Content rules run before publish
Content rules run before publish
If you’ve set up content rules with block on publish, a failing
must rule will prevent the publish action from succeeding. Should rules warn but don’t block.Delete is permanent
Delete is permanent
Deleting an article removes it from the public site, from the AI’s training index, and from version history. Use unpublish if you want the article off the site without losing the content.
Related Documentation
Categories
Group articles for navigation and bulk actions.
Translations
Multi-language, glossary, manual-edit protection.
Content rules
Enforce tone and policy before publish.
Help Center overview
Everything the Help Center does.