Control article visibility and AI use
Start with the intended audience
Open the article and review its Details. Select visibility before publishing and again after moving or duplicating an article. Private instructions should stay private even when they would help explain an operational decision.
Understand the visibility choices
Visibility | Intended use
Public | Customer-facing knowledge intended for public use
Client only | Guidance for authenticated clients
Internal | Staff procedures and internal reference
AI only | Material intended for the eligible AI audience rather than normal article browsing
Unlisted | Direct-reference material not intended for ordinary listings
Review AI settings separately
The article controls include **Use in AI answers**, **Show in public chat**, and **Staff assist** where available. Choose only the audiences suitable for the content. An AI-use switch does not turn an internal policy into a public article, and a published status alone is not proof that indexing has completed.
Check the result from the correct audience
1. Save the intended visibility and AI settings.
2. Confirm the article’s saved status.
3. Check customer browsing as the intended public or signed-in client.
4. Check public chat eligibility separately from staff article suggestions.
5. If a published article stays hidden, check the containing collection and its parent collections, then knowledge readiness, before changing its privacy.
Avoid accidental disclosure
Keep secrets and personal data out of knowledge articles, including internal ones. Do not use unlisted links as secure storage. When a customer needs an account-specific answer, use their authorized support conversation instead of a public article.