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  5. Add a new article to your Knowledge Base

How do I add a new article to my Knowledge Base? 

NOTE: you need the “Edit KB” permission to manage the Knowledge Base.

  1. Go to System → Knowledge Base. Choose a folder or sub-folder you would like to include your article and click on the title of that folder to open it.
  2. Select  in the top right corner of the Knowledge Base folder modal. NOTE: you can’t add an article to the Root folder so you need to add or access a folder under the Root folder first to be able to see the “Add Article” button.
  3. Fill out the following fields:
    • Article Title: type the name of your article.
    • Sub-Title: (optional) briefly describe your article.
    • Body: compose your article. You may customize it in a variety of ways, including changing text formatting and attaching files, images etc. Learn more about the text field formatting options HERE.

Relay add KB Article 2

  1. Configure article settings:
    • Article URL: type the URL for users to access the folder or click Generate from title for Relay to generate the URL for you.

Relay add KB Article 3

    • Published: select Published or Draft.
      • Published: visible to everyone who has permissions to view the article.
      • Draft: visible to the users who are allowed to edit the article. Will not be published or publicly available when in a draft state.
    • Ecosystem Access: select Public or Private.
      • Public: accessible to everyone (outside of Relay), including anonymous access. A public article will have a  (closed lock) icon next to it in the list of KB articles.
      • Private: accessible to (authenticated) users within the Owner Org(s), optionally limited by Team Access. A private article will have an (open lock) icon next to it in the list of KB articles. You will see additional fields below Ecosystem Access when you select this access option.
        • Org(s): You can add organizations in your ecosystem that can view this article. Selecting more than one Organization creates an ecosystem of shared knowledge among your partners.
        • Team Access: (optional) if left empty, users from all of the above Organizations’ Teams will be able to view the article. If you select Teams from the dropdown, only users from those Teams will have access.
    • Editor Users: (optional) select users who will have access to view and edit this article regardless of user permission or Team Access. NOTE: if you leave this field empty, only users with Knowledge Base permissions who are within the folder Ecosystem Access will be able to edit the folder.

Relay add KB Article 5

    • Searchable (by bots): toggle on if you would like Bots to be able to search for this article to provide responses to users.
    • Keywords: (optional, required if Searchable (by bots) is toggled on) add key words or phrases that can be used to search for the article, separated by commas. Keywords can also be used by Concierge Bots to search for information in the KB (learn more here).
    • Technology: (optional) select technologies associated with the article from the dropdown. This will link the article to the technology index, which will allow Relay to suggest relevant articles on the issues.
    • Auto-generate Associated Articles: toggle on for Relay to automatically suggest associated article to users viewing this article.
    • Associated Articles: (optional) select related article(s) that Relay will suggest to users.

Relay add KB Article 4

  1. Hit Save or Save & Exit. Once you save the article, a  button will appear at the bottom of the screen. Click on it to see how the article will appear to your Customers.

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