What are Articles?

Articles let you create written knowledge directly inside AskHandle without uploading a separate file.

They are useful for content such as:

• FAQs
• Policies
• Guides
• Service information
• Product information
• Internal or customer-facing instructions
• Other written knowledge your AI agent may need

Once an Article is published, it receives its own public URL and becomes available for use in Document Search.

How Articles work

An Article is a knowledge source that you write and manage directly in AskHandle.

Instead of creating a document on your computer and uploading it, you can:

1. Create a new Article
2. Add the title and content
3. Choose a URL slug
4. Save it as a draft while you work
5. Publish it when it is ready

Published Articles appear in your Help Center and can also be selected as knowledge in a Document Search node.

Why use Articles?

Articles are useful when the information is easier to maintain directly in AskHandle.

For example, you may want to create:

• A cancellation policy
• A list of frequently asked questions
• A service guide
• Check-in instructions
• Product or service information
• A support procedure
• A short knowledge article that changes regularly

You do not need to create, export, and upload a separate PDF or Word file each time the content changes.

Create a new Article

Go to Articles and click Write article.

The Article editor lets you create the content directly in the platform.

You can add:

• A title
• Headings
• Bold text
• Italic text
• Lists
• Links

You can also switch between Visual and Markdown editing.

Use whichever editing mode is more convenient for the content you are creating.

Add a title

Give the Article a clear and specific title.

For example:

Good titles

• Cancellation Policy
• Guest Check-in Instructions
• How to Prepare for Your Appointment
• Product Warranty Information

Avoid vague titles such as:

• Information
• Notes
• General
• Important Details

A clear title makes the Article easier to manage and easier to recognize later when selecting knowledge for Document Search.

Choose the URL slug

Each published Article has its own URL.

The Slug controls the final part of that URL.

For example:

Title:

Guest Check-in Instructions

Slug:

guest-check-in-instructions

Keep slugs:

• Short
• Descriptive
• Easy to read
• Closely related to the Article title

The slug can be generated from the title and can also be adjusted before publishing.

Draft vs. published Articles

Articles can be kept as Draft or Published.

Draft

Draft Articles stay private.

Use Draft while you are:

• Writing the Article
• Reviewing the content
• Making edits
• Waiting for approval

Draft Articles do not appear publicly and are not available in Document Search.

Published

Published Articles:

• Appear in your Help Center
• Have their own public URL
• Become available for use in Document Search

Publish only when the content is ready to be used by customers and your AI agents.

Published Articles are public

A published Article can be accessed through its unique URL.

This means the Article should contain content that is appropriate to make public.

Before publishing, check that the Article does not contain:

• Private customer information
• Internal credentials
• Sensitive internal notes
• Confidential business information
• Content that should only be available to employees

If the content should not be public, do not publish it as a Help Center Article.

Articles and Document Search

Published Articles can be selected as knowledge in a Document Search node.

This lets your AI agent use the Article when answering customer questions.

For example, you could create an Article called:

Cancellation Policy

Then select that Article in a Document Search node.

A customer could ask:

“What happens if I cancel less than 24 hours before my appointment?”

Document Search can use the Article as the source for the answer.

Articles work like other written knowledge sources

Articles serve a similar purpose to uploaded written documents.

For example, Document Search may use knowledge from:

• Articles
• PDFs
• Word documents
• Text files
• Markdown files
• Other supported written sources

The main difference is how the content is created and maintained.

With an Article, you write and update the content directly in AskHandle.

With an uploaded document, you manage the source file outside AskHandle and upload it when needed.

When should I use an Article instead of uploading a file?

Use an Article when:

• You want to write the knowledge directly in AskHandle
• The content is mostly text
• The information changes regularly
• You want a public Help Center page for the content
• You want to make quick edits without replacing a file
• The content should also be available to Document Search

Use an uploaded document when:

• You already maintain the source as a PDF, Word document, or other file
• The original document format matters
• The content is managed outside AskHandle
• You want to keep using the existing source file

Both can be useful in the same knowledge base.

Example: customer FAQ

You could create an Article called:

Common Questions About Our Service

The Article might include:

• What the service includes
• How long it takes
• What customers should prepare
• Cancellation rules
• Payment information

After publishing, the Article becomes available through its own URL.

You can also select it in Document Search so the AI agent can answer those questions conversationally.

Example: property information

A property manager could create an Article called:

Guest Information - Downtown Apartment

It might include:

• Check-in time
• Wi-Fi instructions
• Parking information
• Building rules
• Checkout instructions

The Article can act as both:

• A public information page
• A knowledge source for the AI agent

Example: service policy

A business could create:

Appointment Cancellation Policy

The Article can be updated whenever the policy changes.

Once the updated version is published, the current Article remains the knowledge source used by the Help Center and Document Search.

Editing an Article

From the Articles list, you can open an existing Article and update its content.

Use this when:

• A policy changes
• Service information changes
• You need to correct an error
• You want to improve the wording
• The Article needs additional information

Review important changes before publishing them.

Article status in the Articles list

The Articles page shows useful information for each Article, including:

• Title
• Status
• Chunks
• Last updated date
• Available actions

The status lets you quickly see whether an Article is currently published or still a draft.

What are chunks?

When an Article is published and processed for knowledge use, its content can be divided into chunks.

Chunks are smaller sections of the Article that make it easier for Document Search to find the part most relevant to a customer's question.

You do not need to manually create the chunks.

The Articles list shows the number of chunks associated with the Article.

Moving Articles back to draft

A published Article can be moved back to Draft.

When an Article is no longer published:

• It is no longer publicly available as a published Help Center Article
• It should no longer be relied on as published knowledge in Document Search

Use this when content needs to be removed from public use or revised before being published again.

Write Articles for both people and AI

A good Article should be easy for a customer to read and easy for Document Search to understand.

Use:

• Clear headings
• Short sections
• Direct explanations
• Consistent terminology
• Complete statements
• Lists where useful

Avoid:

• Large blocks of unstructured text
• Conflicting information
• Outdated details
• Vague section headings
• Unnecessary repetition

The same structure that improves the Help Center experience usually improves knowledge retrieval as well.

Keep each Article focused

An Article does not need to contain everything about your business.

For example, instead of one Article called:

Everything About Our Company

you may create separate Articles for:

• Cancellation Policy
• Payment Information
• Service Guide
• Appointment Preparation
• Returns Policy

Focused Articles are easier to maintain and easier for customers to navigate.

Keep published information up to date

Because published Articles may be used by both customers and your AI agent, update them when the underlying information changes.

Examples include:

• Policy changes
• New service details
• Updated instructions
• New contact information
• Changed business rules
• Updated customer procedures

Outdated public knowledge can also lead to outdated AI answers.

Test Articles in Document Search

After publishing an Article and selecting it in Document Search, test realistic customer questions.

For example:

• Ask a direct question covered by the Article
• Ask the same question using different wording
• Ask about an exception or detail
• Ask something that is not included

Confirm that Document Search uses the Article correctly and does not invent information that is not present.

Tips for using Articles

• Use Articles for written knowledge you want to manage directly in AskHandle.
• Keep Draft Articles private until the content is ready.
• Remember that published Articles have public URLs.
• Do not publish confidential or sensitive content.
• Use clear titles and descriptive slugs.
• Keep each Article focused on a clear subject.
• Use headings and short sections to organize the content.
• Select published Articles in Document Search when your AI agent should use them.
• Update Articles when business information changes.
• Test Document Search after publishing important changes.

Related guides

For more information, see:

• How can I upload my files?
• What is a Document Search node?
• How should I prepare documents for better AI answers?
• Should I use AI Answer, Document Search, or Data Search?