Help articles
Pages that open inside the widget — and the publish rule.
Articles are formatted help pages that open inside the chat: a title, an image and rich text. When a relevant article exists, the assistant offers it next to its answer as an article card; tapping the card opens the article right inside the widget.
The publish rule#
Rule: Only published articles are visible to customers and usable by the assistant. Draft articles are invisible — "the assistant isn't showing my article" is almost always an article left in draft.
When a document, when an article?#
The rule is simple: if the answer fits in two or three sentences, a document or FAQ is enough; if it's a step-by-step guide the customer should read (e.g. "how to return an item", "before your appointment"), write an article. An article informs the assistant *and* gives the customer a pleasant read.
Tip: Title articles the way customers ask ("How do returns work?") — it reads clearly on the card and helps the assistant match it to the question.