Articles

Overview

The Articles feature allows you to create, manage, and organize detailed written content about your products or services. Unlike FAQs, which are short Q&A entries, Articles support longer, structured content with multiple sections or headings.

This helps:

• Deliver comprehensive explanations.

• Improve customer understanding and engagement.

• Provide a strong knowledge base that the bot can use when answering queries.

Steps to Use

Step 1: In the Articles tab, click the + Article button.

Step 2: Enter the title and content of your article.

Step 3: Use Heading 1, Heading 2, Heading 3, and normal paragraph formatting to divide your content into clear sections. This will help the bot learn more accurately.

Step 4: Apply formatting like bold, bullet points, links, and images for clarity and readability.

Step 5: Click Create to submit the article.

Step 6: Check the Status column — a ✅ green check mark means the article was successfully learned.

Edit or Delete Articles

Edit: Click the 🖊️ pen icon to update the title or content.

Delete: Click the 🗑️ bin icon to remove an article.

Knowledge Base Tab

All imported Articles are stored in the Knowledge Base tab. Here, you can:

• Search and filter articles.

• Review status (Imported, In Queue, Overlapped).

• Manage active content for chatbot queries.

• Perform bulk actions (delete, update statuses).

Article Status Definitions

• Imported: Successfully learned and added to the bot’s knowledge base.

• In Queue: Still processing.

• Overlapped: Content is similar or duplicated, requiring review.

Example / Use Case

A product support bot includes Articles like:

• How to integrate with Facebook/Meta Messenger

• Complete guide to using Premium Plan features

• Troubleshooting common order processing issues

These enable the bot to provide detailed, structured responses, reducing repetitive support tickets.

Notes

• Articles should be well-structured with clear headings for maximum readability.

• Avoid duplicating information from FAQs — use Articles for longer, in-depth explanations.

• Regularly review items marked as In Queue or Overlapped.

• Overlapped content should be cleaned up to prevent conflicts in bot knowledge.

Quick Tips

• Start with 2–3 core guides (setup, troubleshooting, product features).

• Add images or links where helpful — visual content improves learning.

• Keep article titles descriptive and searchable (e.g., “How to reset your password”).

Troubleshooting

• Article not showing green check mark → Wait or re-upload.

• Duplicate/Overlapped status → Edit content to avoid redundancy.

• Bot gives partial answers → Ensure headings and formatting are applied properly.

Video Guide