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Help Center›Admin Setup (For Admins)›Help center & customer portal›How to create and manage articles
Table of contents
  • Overview
  • Key Features
  • How to create an article
  • How to preview an article
  • How to publish an article
  • How to edit an article
  • How to edit article properties
  • How to duplicate an article
  • How to unpublish an article
  • How to delete an article
  • FAQs & Troubleshooting
  • Can I restrict who sees an article?
  • Why doesn't Zeus AI use my article?
  • Why does Zeus AI still use an article I unpublished?
  • Can I restore a deleted article?

    • How to create and manage articles

    Last updated October 12, 2026

    Who can use this feature?
    Admins and Agents. Viewers can only view articles.

    Overview

    The Help Center is your self-service knowledge base. You write, organize and publish customer-facing articles, so customers can find answers to common questions without contacting your team.

    Your published articles can also be a data source for Zeus AI Smart Assist. Once connected, Smart Assist searches your articles to find relevant information and suggest accurate replies to your customers.

    Related articles:
    •  How to manage categories: Organize your articles into nested categories.
    •  How to create and customize your customer portal and help center layout: Set your public URL, branding, visibility and customer portal.
    •  How to configure customer segments: Create the segments that control who sees your content.
    •  How to use Smart Assist in replies: Use your Help Center content to suggest replies.

    Key Features

    • Nested categories: Organize articles in categories and subcategories that are easy to navigate.
    • Segment-based visibility: Show articles or entire categories only to specific customer segments, for example public vs. internal-only content.
    • Multiple locales: Create content for specific languages and regional audiences.
    • Drafts and autosave: Write and refine articles as drafts, with automatic saving, before you publish them.
    • AI-powered answers: Zeus AI searches your Help Center and other selected data sources to answer incoming customer questions.
    Important:
    To use your Help Center as a data source for Zeus AI, enable it in Zeus AI's data source settings.

    How to create an article

    1. Go to  "Help Center" , click the "+" icon next to the search bar and select "New article".
    2. Complete the article properties:
    • Article name: The title customers see.
    • Category folder: The category the article lives in.
    • Viewable by: The customer segments that can see the article.
    • Locale: The language of the content.
    1. Optionally, click "Show more fields" to complete:
    • Description: A short summary shown to customers below the article title.
    • Page title: The SEO title shown in browser tabs.
    • URL slug: The last part of the article's URL.
    • Canonical URL: The preferred URL for search engines, if this content is also hosted elsewhere.
    1. Click "Create article". The editor opens.
    2. Write your article. You can add:
    • H2 / H3 headings: Organize the article into sections. Headings are added to the article's table of contents automatically.
    • Quote: Highlight key notes or quotes.
    • Code block: Show code snippets, scripts or commands.
    • Callout: Draw attention to important alerts or tips.
    • Numbered and bulleted lists: List steps or items.
    • Table: Organize and compare information.
    • Image: Upload screenshots, diagrams or illustrations.
    • Video: Embed videos from YouTube, Vimeo, Loom, Clueso or AWS.
    • Embed: Display a page from a URL, or embed simple HTML code.
    • Divider: Separate major sections.
    Important:
    New articles are saved automatically as "Drafts" and aren't visible to customers until you publish them. The last autosave date appears in the editor.

    How to preview an article

    1. Open the article in the editor.
    2. Click "Preview article" in the top right corner to see how it looks to customers without publishing it. If the article is already published, click "View article" to open the live version.

    How to publish an article

    1. In  "Help Center" , click the ellipsis icon next to the article in the list on the left and select "Publish". Alternatively, open the article and click "Publish article" in the top right corner.
    Important:
    The article goes live instantly for the segments selected in "Viewable by". If the Help Center is enabled as a data source for Smart Assist, the article is also added as a Knowledge snippet in "Zeus AI > Agent > Knowledge".

    How to edit an article

    1. In  "Help Center" , click the article name in the list on the left to open the editor.
    2. Make your changes.
    Important:
    If a published article has changes that aren't published yet, you see the message "Your current version is not published." When you update a published article, its Knowledge snippet in Zeus AI is updated automatically.

    How to edit article properties

    1. In  "Help Center" , click the ellipsis icon next to the article and select "Edit properties". Alternatively, open the article, click the ellipsis icon in the top right corner and select "Edit properties".
    2. Change the properties and click "Save changes".

    How to duplicate an article

    1. In  "Help Center" , click the ellipsis icon next to the article and select "Duplicate". Alternatively, open the article, click the ellipsis icon in the top right corner and select "Duplicate".

    The copy keeps the original name with "(Copy)" added at the end.

    How to unpublish an article

    1. In  "Help Center" , click the ellipsis icon next to the article and select "Unpublish". Alternatively, open the article, click the ellipsis icon in the top right corner and select "Unpublish".

    The article returns to "Draft" and is no longer visible to customers.

    Important:
    Unpublishing doesn't remove the article's Knowledge snippet from Zeus AI. To stop Zeus AI from using it, delete or unpublish the snippet in "Zeus AI > Agent > Knowledge".

    How to delete an article

    1. In  "Help Center" , click the ellipsis icon next to the article and select "Delete article". Alternatively, open the article, click the ellipsis icon in the top right corner and select "Delete article".
    2. Click "OK" to confirm.
    Warning:
    Deleted articles can't be restored.

    FAQs & Troubleshooting

    Can I restrict who sees an article?

    Yes. Select the customer segments in "Viewable by". Only those segments can see the article.

    Why doesn't Zeus AI use my article?

    Make sure the article is published and that the Help Center is enabled as a data source for Smart Assist.

    Why does Zeus AI still use an article I unpublished?

    Unpublishing doesn't remove the Knowledge snippet. Delete or unpublish it in  "Zeus AI > Agent > Knowledge" .

    Can I restore a deleted article?

    No. Deleting an article is permanent.

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