Making articles visible to agents only

Internal articles in the same help centre agents already use, rather than a document nobody can find.

Internal articles in the same help centre agents already use, rather than a document nobody can find.

Make one internal

1. Open the article.
2. Set its visibility to agents and admins.
3. Save.

Customers no longer see it, in the help centre or in search. Agents do, including in the knowledge section beside the ticket.

Why this is better than a shared document

Agents are already in the help centre while working. An internal procedure there is found at the moment it is needed, alongside the customer-facing article on the same subject.

A procedure in a separate document is found by whoever remembers where it is, which is fewer people every month.

What belongs internally

• Escalation paths. Who to ask, and when.
• Anything with a threshold. When to offer a refund, when to escalate.
• Steps a customer should not do themselves.
• Context on customers or products that is true but not for publication.

Use a separate section

Keep internal articles in their own section rather than mixed in with public ones. Writers see at a glance which is which, and the visibility mistake becomes harder to make.

Check it stayed internal

Search your own help centre signed out occasionally. That is the only way to be sure nothing internal is public, and it takes a minute.

See also

• The knowledge section in the context panel
• Who sees what: user segments explained
• Which articles you should keep away from an AI agent