Write it once, and let it answer for you
Articles give people an instant answer and cut the number of questions that reach you. They also feed your AI chatbot, so the same writing does two jobs.
This is for you if the same handful of questions keeps arriving: opening hours, delivery times, returns, how something works. Write the answer properly once, put it where people look, and both your customers and your chatbot can use it.
Step by step
Write your first articles
Open the Articles area from the left menu and write an article for each question you answer often. Use h2 and h3 headings to break the text up, because the one-page navigation is generated automatically from those headings.
Group them into categories
Add parent categories and assign your articles to them. If you use categories at all, every article must belong to one.
Show them in the chat
Turn on Settings > Articles > Display in dashboard so people can browse articles from the chat dashboard. During a conversation you can send one with the [articles] rich message.
Publish them on your own site
Put the provided embed snippet on a page of your site and enter that address at Settings > Articles > Articles page URL. The page shows your categories. Add var SB_DISABLED = true; to that page if you would rather not show the chat there.
Tidy the addresses
Settings > Articles > URL rewrite turns the parameter addresses into friendly ones, such as articles/category/ID and articles/ID. It relies on a rewrite rule on your server.
Train the chatbot again
Articles are always part of chatbot training. Whenever you edit or add one, run the training again, because it does not happen on its own.
Settings reference
| Setting | What it does |
|---|---|
| Display in dashboard | Shows your articles in the chat dashboard so people can browse them without writing to you. |
| Articles page URL | The address of the page on your site where you embedded the articles snippet. |
| URL rewrite | Turns parameter article addresses into friendly ones, using a rewrite rule on your server. |
| Automatic translation | Translates articles into the reader's language, found at Settings > Articles > Language > Automatic translation. |
| Default language | The language your articles are written in, required before automatic translation of articles will work. |
Good to know
Editing does not retrain the bot
Your chatbot keeps answering from the old wording until you train it again. Make retraining part of your routine whenever you change an article.
Categories are all or nothing
The moment you start using categories, every article needs one. An article without a category will have nowhere to appear.
Partial translations hide the rest
If at least one article is translated into the reader's language, only the translated articles show in that category or on the main page. When nothing is translated for them, all articles show in the original language.
Translating an article by hand
Open the article or category, click the + icon at the top right and pick a language. Remove a translation by hovering over its flag and clicking the trash icon. Readers switch language from the menu at the bottom of the article.
Linking to a single article
Use ?article=ID for an article and ?category=ID for a category. Inside the chat, a button rich message can point to #article-ID. Add ?lang=CODE to force a language rather than using the detected one.
A block that refuses to save
This is usually a browser extension interfering with the editor. Disable your extensions and try saving again.
Common questions
Do my articles train the AI chatbot?
How do I put the articles on my own website?
Can I hide the chat on my articles page?
Can articles be shown in more than one language?
Can I send an article to someone in a conversation?
Why does the navigation inside my article look wrong?
Ready to end the chaos?
Unify your messages, automate the repetitive questions, and turn conversations into revenue — starting today.
Get Started