Publish articles and news with Content

Content is where you write what customers read: help articles, product news, community posts and ideas. The same content shows in the chat widget's tabs and on your portals.

Content has three tabs: Collections, Items and Moderation.

Collections#

Every content item belongs to a collection. A collection groups items and sets who can post, reply and vote. Open Content (it opens on Collections) and select Create collection. Under Start from, pick a preset:

The preset fills in the Behaviour settings, which you can still change. Add a Title and Description, then select Create collection. For community and ideas settings, see Set up a community or ideas board.

The Collections list shows which portals each collection is on, or Not on a portal. From a collection's row menu, View items lists its items and Delete removes it. Deleting a collection also deletes its items, with their replies and votes, and can't be undone.

Write an item#

1. In Content, open the Items tab, or select a collection's name to see only its items. Select New content.
2. Choose the Collection.
3. Enter a Title, a short Description and the Body in Markdown. To add a picture, select Image in the toolbar, or paste or drop it into the body; it uploads and goes in where the cursor is. Use Preview to check the body.
4. Optionally add Tags to help your team find and filter items in Content.
5. Set Status and Visibility (see below).
6. Select Create content.

Optional fields#

Status and visibility#

Customers see only published, public items.

Announce shipped ideas#

A post in a News collection has an Ideas this ships field. Use Find an idea to add to link the published ideas the post delivers. Before you publish, the field shows how many followers will get an email.

When the post is first published as public, the followers of those ideas get an email. Ideas you add after the post is live don't send email.

Translations#

If your workspace has more than one language, switch language at the top of the editor to add a translated Title, Description and Body. Blank fields fall back to your default language. Collection, tags and settings are shared across languages; edit them in the default language. See Translate content and forms.

Where it shows up#

• Widget: tabs with the Help center and News layouts show published items from the collections you choose for them, and the Home tab lists the Pinned items of its collections. See Add Home, Help and News tabs to the widget.
• Portals: each collection you add on a portal's Collections tab (Add a collection) becomes a section of that portal. See Create a portal.
• Agents: with Portals under Knowledge, your agents can search the published articles of your portals.

Moderation#

When customers post on a portal, the Moderation tab collects new posts, open reports and recent replies. See Manage portal members, access and moderation.