✏️ Writing & Editing
Articles and Q&A items are written in a full-page editor. Every save is a version, the agent only answers from what you publish, and any version can be restored.
Writing, publishing and the AI actions take a knowledge manager: the Owner, an Admin, or a member with the + Knowledge grant. An assigned reviewer can edit the draft of the item they review. Everyone else can open any item read-only.
Creating an item
- New, then Article or Q&A, in the Knowledge Base header.
- Write an article instead, in the Add a source window.
- Improve answer or Save as Q&A under an answer in the test panel.
- Edit first on a drafted answer in Gaps, which opens the proposal in the same editor.
An Article has a Title and the Article text; type / for blocks such as headings and lists. A Q&A has a Question, the Answer the agent gives, and the Instant answer switch: "Members get this answer word for word, with no AI reply." See Q&A items.
Drafts and publishing
The editor saves your changes as a draft a moment after you stop typing; the header shows "Saving…", then "Saved · just now". Save draft saves straight away.
The agent doesn't use drafts. It keeps answering from the published version until you select Publish. The bar at the bottom says where the item stands:
| Status | Meaning |
|---|---|
| "Draft saved. The agent doesn't use drafts." | Your changes are saved, not live. |
| "Published v3. Updating what the agent knows…" | Published; the agent is picking up the new text. |
| "Published v3. The agent is using it." | Live. |
| "Draft saved. Publishing needs an approved review." | The item is in a collection that requires review. See Reviews. |
Discard draft removes your unpublished changes and takes the item back to the version the agent uses. The discarded draft stays in the version history.
If someone else saves the item while you're editing, the editor stops saving and says "Someone saved a newer version". Copy anything you want to keep, then reload.
Items managed by their source
Content that came from a source, such as a crawled page, opens with the tag Synced from source and can't be edited here: "Edit it at the source and sync it again, or write a new article to add to it."
Properties
The column beside the text holds the item's properties. On an existing item, each change saves on its own.
| Property | What it does |
|---|---|
| Collection | Where the item lives in the Library. Knowledge managers can create a New collection from the picker. |
| Visibility | External (can reach members and customers), Internal (your team only: suggested replies, Ask AI), or, when you create an item, Only me (a private draft only you can see). |
| Owners and review cycle | Who looks after the item, and how often it should be checked. See Reviews. |
| Review | Reviewers and comments. See Reviews. |
Version history
Select Version history in the header. Each version shows who saved it and when, and where it came from: a person, "Imported from the source", "Saved from a conversation", "Synced", or "Suggested update" from Gaps. The Answers, Resolved and CSAT columns show how each version did with members once it has enough rated answers.
- Compare picks two versions and shows the lines added and removed, with both versions' scores.
- Restore publishes a copy of an old version as the newest version. Every version stays in the history.
AI actions
The editor can draft and rewrite text from your knowledge:
| Action | Where | What it does |
|---|---|---|
| Draft this section | The / menu | "Written from your knowledge." Drafts text for the section under the current heading. |
| Rewrite this paragraph | The / menu | "Clearer wording, same facts." |
| Rewrite selection | The toolbar, with text selected | Rewrites the selected text, keeping its facts. |
The result appears as a suggestion: "Nothing changes until you insert it." Select Insert (or Replace, for a rewrite) to use it, Try another for a different one, or Discard.
Each suggestion costs AI credits; see Credits & Limits. The AI actions aren't offered on items kept in sync with their source.
Try in test panel
Try in test panel, in the header, asks the agent a question about what you're writing before you publish it. Switch between Use your draft and Use published to compare. The panel says which one it answered from: "Answering with your draft" or "Answering with published knowledge". Only knowledge managers can test with a draft.
See Testing Answers for the test panel itself.
Related
- Library: where items live and how they're organized
- Reviews: owners, review cycles, reviewers and comments
- Testing Answers: ask the agent what members would get