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Articles’ Visibility Control

You might want to decide which content should be visible to your customers, and which to your agents. Knowledge Base allows you to set the visibility status per each article within its settings.

Visibility statuses

Currently, there are three visibility statuses available – Public, Internal and Draft:

  • Public status means that the article will be visible in the Help Center. The article will have its own URL address and everyone will be able to see the article.
  • Internal status indicates that the article will be visible only in Knowledge Base widget placed in LiveChat sidebar. Thus, all of your teammates will see the article.
  • Draft status makes the article unpublished and hidden outside the web application. 

Each visibility status has its own label placed next to the article title, so you can see at glance the statuses of your articles.

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Changing the visibility status for an article

To set up a visibility status for an article, head to the Knowledge Base articles list and click on an article you’d like to update.

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Within the article, in the right side of the screen, you’ll see the article settings sidebar and a Visibility field.

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Click on the field and select from the dropdown the Status you’d like to apply to the article.

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After choosing the Status, remember to Save/Publish your article.

LiveChat’s Groups support

At the moment Knowledge Base is not supporting the option to set up the article/category visibility per specific LiveChat group.

We have this feature already planned to be released in Q1 of 2018. 

If you’re looking forward to this function – please tell us how you’d like to decide what content should be assigned to specific LiveChat group. 

You can leave the feedback either via “Feature Request” button on Knowledge Base Dashboard or via chat.