Writing a great help article

Articles are the long-form entries in your knowledge base — the guides and walkthroughs your customers read, and rich source material the AI drafts from. Here's how to write ones that work well for both audiences.

FAQ or article?

Pick the right entry type for the job:

• Use an FAQ for a short, single answer — "What's your refund window?"
• Use an article when the answer needs headings, steps, a table, or an image — a setup guide, a troubleshooting walkthrough, a policy explained in depth.

Both live in your knowledge base and both feed the AI.

The editor

Create an article from Settings → Knowledge. The editor is a rich-text canvas with a formatting toolbar, supporting:

• Headings to structure the page,
• bold, italic, and links,
• ordered and unordered lists,
• tables for structured info,
• images and embedded video for visual steps,
• quotes and code blocks.

Write naturally — you don't need to know any markup.

Writing for both readers

A good article serves the customer reading it and the AI quoting from it:

• One topic per article. Keep each article focused; split unrelated subjects into separate entries.
• Lead with the answer. State the actual steps or policy up front, then add detail — don't bury it under preamble.
• Use clear headings. They help customers scan and help the AI find the relevant part.
• Be specific and current. Concrete facts ("refunds within 30 days of purchase") make for better drafts than vague ones. Revisit articles when things change.

Publish to make it count

An article does nothing until it's published. Only published entries appear in your public help center and are used to ground AI drafts. So draft freely, review, and publish when it's ready — and unpublish any time to pull it from both places at once.

Organize as you go

Assign each article a category so your help center stays navigable as it grows. See Organizing your help center with categories.