Use AI to draft an article

The Knowledge Base editor has a built-in AI helper that turns a title and a short brief into a first draft. It’s good at structure and decent at filling in blanks; it’s not good at knowing what’s specific to your business. Treat it like a fast intern: useful for the boilerplate, useless without your review.

When AI drafting helps

• You have a clear title but a blank page.
• You’re writing a how-to that follows a familiar pattern (create something, configure something, troubleshoot something).
• You want a starting structure — headings, table of contents, common sections — so you can fill in the actual content.

When to skip it

• The article is short enough that you’d write it faster by hand.
• The content is specific to your product (pricing tiers, exact UI labels, your team’s terminology). The AI doesn’t know those, and the draft will read generic.
• The article is sensitive — refunds, compliance, escalation. Write those yourself or copy from existing approved articles.

How to use it

1. In the Knowledge Base, click New article in the category you want.
2. Type a title. Make it specific: “Update my payment method” beats “Payment”.
3. Click AI write.
4. Optionally add a brief — a sentence or two of context. “We support credit card and SEPA. The actual page is in Account → Billing.” Briefer is fine; the AI uses what you give it.
5. Click Generate.
6. The editor fills with a draft. Read it end to end before doing anything else.

What to do with the draft

The draft is a starting point, not a finished article. Specifically:

• Replace generic phrases with your real values. “Click the relevant button” → name the button.
• Cut anything you can’t verify. If the AI mentions a feature that doesn’t actually exist in your product, remove it. The draft will look confident; you have to be skeptical.
• Add the things the AI couldn’t know. Pricing, error messages, support contacts, internal jargon.
• Tighten the lead. AI drafts often start with throat-clearing. Cut the first paragraph until the article opens with the actual answer.

Once you’re happy, save as draft to keep working on it, or needs-review to flag it for a teammate, or published to ship it.

What the AI sees

The AI helper doesn’t have access to your live data — it can’t read your settings, your other articles, or your tenant configuration. It works only from the title and the brief you provide. If you want a draft that references your existing terminology, paste a similar article into the brief field as a model.

Limits

• One generation at a time. If the draft is wrong, regenerate with a better brief rather than re-generating the same prompt.
• Length is a soft cap. Briefs that ask for a 2000-word article will get something around 800–1200 words. Longer articles work better when you draft section by section.
• No image generation. The AI helper writes text. Add images, screenshots, or diagrams yourself.

After publishing

Treat AI-drafted articles like any other published article. The Self-Learning engine and the Layer 2 quarterly review pass don’t distinguish — once it’s published, it’s just an article. The lastReviewedAt timestamp is set when you publish; review it again when the underlying feature changes.