Knowledge Base Articles Explained

Note: the Settings landing page's "Knowledge Base" card is a placeholder ("Coming Soon") — there's no admin configuration screen for this feature yet. The real, working Knowledge Base is its own app area (go to Knowledge Base from the main nav, not Settings), documented here.

A Knowledge Base article lives in a tree — every article can optionally have a parent article, letting you organize articles into nested categories rather than one flat list.

Status lifecycle

An article moves through four states: Draft → In Review → Published, with Archived available separately. Only the author can submit a Draft for review; from In Review, a reviewer either approves it (moving straight to Published) or rejects it with a required comment (sending it back to Draft for revision). A Published article can be unpublished back to Draft at any time if it needs more work.

Visibility and AI training are separate settings

Every article has its own Visible To checkboxes — independently for Members, Team Members, and Public — controlling who can see it at all. Separately, a Train AI toggle controls whether the article feeds the AI chat assistant.

These interact: an article only actually gets embedded for AI retrieval once it's Published and has Train AI turned on — a draft with Train AI checked isn't searchable by the AI yet, and a published article with Train AI off never will be, regardless of how visible it is to human readers.