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AurionAI

Write and publish articles

10 min readBy Emmanuel Yazbeck

The Knowledge Base page is where you write the articles of the AurionAI knowledge base. You sort articles into collections, write them in an editor, send them for review when a collection needs approval, and publish them in your Help Center.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Every role can read articles. The Agent and Supervisor roles create and edit drafts and submit them for review. Publishing, unpublishing, archiving, rolling back, scheduling, changing a published article, collections, tags and approval rules need the Owner or Admin role, or a custom role with the Publish articles permission.

Prerequisites

  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile. With the AI Voice profile, the page is not in the sidebar, and its address opens the home page.
  • To create and change articles, you are an administrator, or your custom role allows it. Read Roles and custom permissions.
  • To set approval rules, you are an administrator. Only users with the Owner or Admin role can be approvers.

Open the knowledge base

  1. In the sidebar, select Knowledge Base.
  2. The Knowledge Base Admin page opens on the Articles tab.

The page shows the Collection tree, the Import wizard and the list of articles. Only users with the Publish articles permission see the collection tree. Users who can only read articles do not see the import wizard. When your Help Center has an address, the header has the View Help Center link. With the permission to manage articles, it also has New Article and Manage Tags. Administrators also see Tenant KB settings.

The Knowledge Base Admin page with the collection tree and the article list.

Create collections

Collections group your articles. In the Help Center, they become the sections that visitors browse.

  1. In the Collection tree card, enter a name in the New collection name field.
  2. Select the parent collection. Keep (root) for a top-level collection.
  3. Select the visibility: Public, Logged-in only or Agents only.
  4. Select Add.

An Agents only collection never shows in the Help Center. Its articles are internal: agents read them in the inbox, and the AI uses them to help agents. A customer never gets a link to them. Read Insert a knowledge base article.

To change a collection, open its Collection actions menu. There you can Rename, Set visibility or Delete. You can drag a collection to change its order or to move it under another collection.

How many levels you can use

Your plan limits how deep collections can go:

  • Free, Starter and Helpdesk plans: 2 levels. These are top-level collections and one level of collections inside them. An organization without an active subscription also gets 2 levels.
  • Pro plans and Enterprise: 5 levels. No plan allows more than 5 levels.

If you add or move a collection deeper than the limit, AurionAI does not save the change and shows an error. To get 5 levels with the AI Voice + Helpdesk profile, move to its Pro plan. The Helpdesk profile has only the Helpdesk plan, so there 5 levels need Enterprise. Contact AurionAI about Enterprise. Read Plans and limits and Your plan and subscription.

Delete a collection

You cannot delete a collection that has collections inside it. Delete or move those first. When the collection contains articles, AurionAI asks where the articles go:

  • Move articles to Uncategorized
  • Reassign articles to another collection: then choose the target collection.

Confirm with Delete collection.

Write an article

  1. Select New Article.
  2. Enter the title.
  3. Select a collection. You must choose one before you can save.
  4. Optional: add tags. Read Organise with tags.
  5. Write the article in the editor. Use the Edit, Preview and Source buttons to switch between the editor, a preview and the HTML.
  6. Select Save Draft.

AurionAI saves the article as a draft and opens it in the Article editor. There, AurionAI saves your changes automatically.

To add an image, select Insert Image in the toolbar. You can use JPEG, PNG, GIF or WebP files of up to 5 MB. AurionAI asks for a short description of the image. This text is required.

[Screenshot to come: The article editor with the title, the collection and the editor toolbar.]

Translate an article with AI

When your Help Center has two or more languages, the article list shows each article with its versions in the other languages. Each language has a tag. A language with no version shows Missing and a Create button.

  1. In the article list, find the article. To see only the articles that need a translation, select Missing translations only.
  2. Next to the missing language, select Create. The window Create the [language] version opens.
  3. Select Translate with AI. The button shows Translating… while the AI works.
  4. The new version opens as a draft in the Article editor. Read it and correct it.
  5. Publish it when it is correct. Read Publish an article.

To write the version yourself, select Write it myself. An empty article opens in that language. This costs nothing.

Cost: an AI translation uses 1 KB article from your plan, the same as KB Creator. When the articles of your plan are used up, it uses 1 KB credit. AurionAI charges when the AI makes the translation. You see it on the Billing page, together with KB Creator. Read Plans and limits.

The AI translation is always a draft. AurionAI never publishes it for you. The AI keeps the headings, lists and images of the article.

If the collection has no version in that language yet, AurionAI creates it. The new collection is never more public than the original collection.

Set an approval rule for a collection

An approval rule makes articles in a collection go through review before they are published. Without a rule, authors publish directly.

  1. On the Articles tab, select a collection in the Collection tree.
  2. In the Approval Settings panel, select the Approval Type:
    • No approval required
    • Any approver can approve: one approval is enough.
    • All approvers must approve: every designated approver must approve.
  3. In Designated Approvers, select at least one approver. Only users with the Owner or Admin role are offered.
  4. Select Save below the panel.

AurionAI shows Approval rule saved. To remove the rule, select Remove Rule. Approval rules are available on all plans.

Publish an article

What you can do depends on the status of the article and on the rule of its collection.

Only the Owner or Admin role, or the Publish articles permission, can publish. Other authors see Only an admin or editor can publish, unpublish or change this article. on a published article. Drafts from the KB Creator follow the same steps.

When the collection has no approval rule:

  1. Open the article.
  2. Select Publish Directly.

When the collection has an approval rule:

  1. Open the draft and select Submit for Review. The article status becomes In Review.
  2. An approver opens the Review tab, or opens the article, and selects Approve, Request Changes or Reject. A note is required to request changes or to reject.
  3. When the rule is met, the status becomes Approved.
  4. Open the article and select Publish.

Rules for approvers:

  • The author of an article cannot approve, reject or request changes on it, even if the author is a designated approver.
  • If you are the only approver of the collection, you cannot submit your own article. Add another approver first.
  • A user with the Owner role can select Bypass & Publish on an article that is In Review. This publishes it at once. The owner cannot do this on an article that they wrote.

After Request Changes, the author edits the article and selects Resubmit for Review. After Reject, the author can select Revise & Return to Draft to return the article to draft.

The Approval History card of the article shows every submission and decision.

Schedule or unpublish

  • If your organization is on the Enterprise plan, you can schedule an article. In the Publish Options card of the article, choose Schedule for Later or Add Expiry Date, then select Save Schedule. On other plans, the card shows that scheduling needs the Enterprise plan.
  • To take a published article off the Help Center, select Unpublish and confirm. This article will be reverted to Draft status and removed from the public Help Center. You can edit and republish at any time.

Restore an earlier version

  1. Open the article.
  2. In the Version history card, find the version that you want. The Side-by-side diff card shows the differences between versions.
  3. Select Rollback on that version.

AurionAI shows Article rolled back successfully. and reloads the article.

Delete and restore an article

  1. Open the article and select Delete.
  2. Confirm. This will remove the article from admin search, help center portal, and voice agent.

You can restore it from Recently Deleted within 30 days. On the Articles tab, open Recently Deleted and select Restore. A restored article comes back as a draft.

Result

A published article has the status Published. It appears in the Help Center at the next page load, in the collections that its visibility allows. View Help Center opens your Help Center in a new tab.

If something goes wrong

  • Save Draft stays inactive. Add a title to enable Save Draft. Choose a collection to enable Save Draft.
  • Submit for Review stays inactive. Point at the button to read the reason. This collection has no approval rule. Configure one in the Knowledge Base to require review.
  • A collection cannot be saved at the level you chose. You reached the level limit of your plan. On Pro plans and Enterprise, the limit is 5 levels and no plan allows more. The error message names the plan that allows more levels, or says that you already have the maximum.
  • Cannot delete a collection that has child collections. Remove children first. Delete or move the collections inside it first. Read Delete a collection.
  • Save Schedule fails with a message that scheduled publish requires the Enterprise plan. Scheduling and expiry dates need Enterprise. To learn about the plans, read Plans and limits.
  • You authored this article — another approver must decide. Ask another approver of the collection.
  • You have already submitted a decision for this article. Your decision on this article is already recorded. You do not need to do anything.
  • Edit Conflict Someone else saved the article while you were editing. Select Reload Latest Version, or Copy My Changes to keep your text.
  • A user sees Access denied on the page. The user has no permission to read the knowledge base. Check the custom role of the user.

If the AI translation does not work

  • The message The AI translation failed. Nothing was charged. Try again. appears. The AI could not translate the article. You pay nothing. Try again in a moment, or select Write it myself.
  • The message This article already has a version in this language. Reload the page. appears. Somebody made that version a moment ago. Reload the page and open it.
  • A message says that your plan has no KB articles left. The same limits as KB Creator apply. Read Create articles from documents (KB Creator) and Plans and limits.

Still stuck? Submit a request or .