For customers and team only articles

Your help center holds two kinds of articles. Articles For customers make up your public help center: its own address, its search, the chat widget and Fynn's answers. Articles for your Team only are what your team knows, such as refund rules, warranty steps or wholesale terms. Customers never see them, and Copilot uses them to answer your team.

Both live under Help Center in the dashboard. On the Categories and Articles tabs, the switch For customers | Team only shows one kind at a time, never both mixed. Design and Settings belong to the help center for customers.

Who sees what

• Your team finds, writes and sorts team only articles in the Team only view.
• Copilot uses the published team only articles when someone on your team asks it a question in a conversation. It never uses a draft.
• Customers, the chat widget and Fynn never see team only articles: not in the help center, not in its search and not in Fynn's answers.

The preview on the right shows what customers see. In the Team only view it shows the team article you opened last instead (or the first one), the way your team reads it, with Edit article below it.

Write a team only article

1. Go to Help Center and pick Team only.
2. On the Categories tab, click New category, give it a name and click Add. A category you make in this view is team only, and so is everything in it.
3. On the Articles tab, click New article. The editor starts in the first team only category. Write the article and set it to Published when it is ready.

The search above each list finds a category or an article by its words. The line above the articles counts them and their drafts, and Publish all at its end publishes the drafts of the view you are in only.

Move a category to the other view

Open the category. The last row of its form says which view it is in. Click Move to Team only or Move to For customers. Deskwoot asks first, names the category and says what goes along: its subcategories and its articles. Moving it to Team only also says how many published articles leave your public help center at once. Moving it to For customers says how many published articles customers will see. Drafts stay drafts. Changes you typed into the form are saved with the move. Then the category leaves the view you are in, and Show in the message at the bottom opens the other one.

A category inside a team only category follows the category above it. Its form names that category and has no move button. Move the category above it instead.

To move a single article, open it and pick a category of the other view under Category.

Articles from an import

When you move your help center from Zendesk, Intercom, Freshdesk, Crisp or Chatwoot, what the old help center kept from the public stays with your team. Folders and collections it hid arrive as team only categories under their own names. A single hidden article goes into a team only category next to its old one, named after it with "(internal)" at the end, so you can rename it after the import.

FAQ

Can a customer open a team only article with its link?

No. A team only article has no public page, so its address shows a page that does not exist.

Does Fynn learn from team only articles?

No. Fynn only answers from what customers may see. Copilot is the one that uses team only articles, for your team.