Writing articles

Articles do two jobs: they fill your public help center, and they are the only source the bot answers from. Every good article is a question you never have to answer by hand again.

Create an article#

Go to Inbox → Knowledge base and click New article.

The article’s URL is made from its title, for example /w/your-workspace/help/reset-your-password.

Formatting#

Article bodies use a small, safe subset of Markdown. HTML is never rendered.

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Writing for the bot#

Use your customers’ words#

The bot finds articles by matching words, with the title counting most. If customers say “invoice” and your article says “receipt”, mention both.

Answer in the first lines#

Put the direct answer in the excerpt and the first paragraph, and details after. The bot’s answers are short.

One question per article#

Several focused articles beat one long page: each gets a clear title, and the bot cites exactly the right one.

Be explicit about limits#

The bot never invents prices, timelines or refunds. If an answer depends on the plan, say so in the article, so the bot can too.