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Kyloth

Maintain knowledge articles and saved replies

Review the exact audience and version before publishing or approving assistant use.

Approved preview
These instructions are for users with approved preview access. Reading them does not enable a workspace or open public signup. Check each guide for current limits.

Where: Desk, Support inbox, Knowledge articles and Saved replies

  1. Open Knowledge articles and write Article text. Use headings, lists and links to make the instructions readable. Members can draft; owners and admins publish or withdraw a version.
  2. Choose the intended audience. Internal means current team members. Public here means verified workspace requesters, not an unrestricted website page.
  3. Save draft edits without changing the published snapshot. Review the replacement before publishing. Images and uploads are not supported inside knowledge articles.
  4. In Saved replies, propose text for Internal note or Requester reply. A manager reviews and approves the exact text and audience. Use a saved reply on a ticket to add an internal note or create a requester draft; neither action publishes it.
  5. Before publishing a sourced reply, check that its approval is still current. A revised or archived source needs a fresh approved draft. Closed tickets refuse new uses.

AI source approval is separate from publication. An owner or admin can approve the published revision for Staff assistance and, when eligible, Verified requester assistance. Both audiences begin off. Replacing or withdrawing the publication clears approval. Saving approval does not enable an assistant or permit customer automation.