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Help Center articles are the long-form content customers read on your public site and the AI retrieves from at answer time. Every article lives in a category, supports every language you’ve enabled, and keeps a version history per language.
Open an article from Help Center — click a category in the sidebar, then pick or create an article.

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Lifecycle

An article has a source version (the original-language content you write) and a locale version per enabled language (translations).
  • Draft — changes not yet published. The public site shows the previously published version (or hides the article if there’s never been one). The AI does not train on drafts.
  • Published — the version is live on the public site and in the AI’s training index.
  • Updated — editing a published article starts a draft on top of it. Publishing the draft supersedes the live version; the old version stays in history so you can roll back.
Translations follow the same model: each language has its own published/draft state so you can ship an English update before translations are reviewed.

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Drafting and publishing

  • Saves as you type. There is no Save button. Every pause writes your changes to the article’s draft in the language you are editing; the word in the toolbar shows Saving…, Draft or Live.
  • One shared draft per article and language. Everyone on the team edits the same draft. If someone else saves it while you have unsaved edits, a banner lets you Reload their version or Keep editing and overwrite it.
  • Publish when ready. Publish (or ⌘⇧P) saves the draft as a new version and makes it live. Nothing readers see changes until then.
  • Status at a glance. Every article in the sidebar carries its status in the language you are viewing: a green dot when it is Live, Live · edited when the live article has unpublished changes, Draft, Unpublished, Translating… while a translation is being written, and Not translated when nothing exists in that language yet. With an article open, the language menu shows the same status for every language, so you can see where a translation is missing before you switch.
  • Topics. The sidebar shows one topic tree per language; each topic shows how many subtopics and articles it holds. Drag topics and articles to reorder or nest them (by default a move is made in every language; see Categories), and use the row menu for Edit, Add subtopic, Add article, Move to (pick the destination topic from the list, or search for it) and Delete.
  • Several Help Centers. Help Center opens the one you were in last. Click its name at the top of the sidebar to switch to another one or create a new one.
  • Keyboard. ⌘S saves a version, ⌘⇧P publishes, ⌘B hides the sidebar; the search box above the tree finds any topic or article.

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Content format

Articles are written in a rich-text editor and stored as HTML, so what you see is what the help site and the public API return. Type [[ to link to another article in the same Help Center. Press Enter after the title to carry on into the body. Languages written right to left, such as Arabic and Hebrew, are edited right to left. Document actions and formatting controls share one panel that stays in place while you scroll. Use Text style for headings and lists, the alignment control to align a paragraph, and More formatting for colors and highlights. Select text to format it, or choose a style at the caret before typing. Undo and Redo are available directly in the formatting row. Wider editors also show Strikethrough, Inline code, Text color, Highlight, and Clear formatting directly; as space narrows, these controls move into More formatting (⋯). Type / to insert blocks from the keyboard. An emoji name between colons, :tada: for example, turns into the emoji as you type it. The Insert menu adds a table, checklist, quote, code block or divider, a Callout (note, tip or warning), a Collapsible section, numbered Steps, an Image, or a Video. Collapsible sections stay open while you edit; readers can expand them on the public site. To remove one, click inside it and choose Delete section in the controls that appear above it. Backspace removes an empty section; at the start of a populated section title, it selects the whole section first, so a second Backspace deletes it. Undo restores deleted sections. On this page lists your article headings beside the document and highlights the section you are reading. Select a heading to jump to it. The outline updates as you write and becomes a compact menu above the article on smaller screens. Add a heading with Text style or / to start an outline. Images go in from Insert → Image or / Image, by pasting, or by dropping a file. Select an image for its actions: align it left, centre or right (a full-width image has nowhere to go), Original size after a resize with the corner handle, Replace image, ALT for the description screen readers and search engines use, and Place in the text, which turns it into an icon at text height at the end of the nearest line of text above it — the last item of a list counts — or at the start of the line below when there is none above. An icon offers Show on its own line to make it a figure again. An image that shares a line with text is an icon on the help site too. Inside a table, the handles above a column or beside a row add, remove and merge cells; drag a column boundary to resize it. Click a link to edit it; ⌘-click (Ctrl-click on Windows and Linux) opens it in a new tab. Videos from YouTube, Vimeo, Loom and Wistia go in from / Video: paste the video’s link and it plays inside the article. Pasting a video link onto an empty line does the same. Select a video to delete it. Unlisted Vimeo videos work with their full link, including the part after the video number. YouTube videos play in privacy-enhanced mode, so viewers aren’t tracked until they press play. Over the public API the body is the content_html field. Send the whole fragment when replacing a body, or omit it to change only the article’s metadata — see Update an article.

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Path and search text

Open Path & search settings from the ⋮ menu on any article to set how it appears publicly: These are part of the draft, per language: they go live when you publish.

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Version history

Every publish, and every Save as version (⌘S), writes a version you can go back to.
  • Open history — click the word in the toolbar that says where the text stands: Draft (unpublished changes), Saved (a newer version than the live one), Live, Unpublished or New. It lists every saved version of the language you are viewing, with who saved it and when, and who published the live one. Writes made through the API name the API key; automatic translations are marked as such.
  • Roll back — pick a version and click Restore. The content loads into your draft; publish when you’re ready.
  • Discard draft — goes back to the newest saved version.
  • Restore and Discard both ask before they replace your unpublished changes. Rolling back does not delete newer versions — publishing the restored content creates another version on top.

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Generate from a resolved session

OpenCX can draft a new article from the transcript of a resolved session.
1

Open a resolved session

In Inbox, open any resolved session. The right sidebar has a Generate Help Center article action.
2

Pick destination

Select the Help Center and the category the article should land in.
3

Review the draft

OpenCX writes a structured article — title, summary, body — and creates it as a draft in the category you chose. Nothing is published and nothing trains the AI yet.
4

Edit and publish

Open the article from the Help Center, edit as needed, and publish.

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Good to know

Every published article is indexed for retrieval at answer time. There’s no separate “sync to AI” toggle — publish is the trigger, unpublish is the removal.
English and French versions of the same article have separate publish states. You can ship the English update today and wait on the French translation until tomorrow without blocking either. See Translations.
Deleting an article removes it from the public site, from the AI’s training index, and from the editor in every language, but keeps its content and version history. The confirmation toast offers Undo; the article comes back at the same address, with its history intact — and if it was published, it is live and back in the AI’s training index right away. Use unpublish if you only want the article off the site.

Categories

Group articles for navigation and bulk actions.

Translations

Multi-language, glossary, manual-edit protection.

Help Center overview

Everything the Help Center does.