> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/knowledge-base/articles-and-collections.md).

# Articles & Collections

How articles and collections within the knowledge base function

## Articles

Each article has its own URL with a customizable slug. For more information on writing articles, see the [Editor](/pylon-docs/knowledge-base/articles-and-collections/editor.md) section.

Article URLs include the article's numeric ID (for example, `/articles/1234567890-reset-your-password`). Pylon looks articles up by that ID, so changing a slug doesn't break existing links.

### Visibility

Visibility controls who can read an article. Articles can be:

**Public**: Visible to everyone.

**Customer**: Visible to customers logged into the knowledge base, and to your team. You can optionally add filters that viewers must match to see the article. Filters can use contact properties as well as account properties. For example, limit an article to contacts on Enterprise-tier accounts, or to a specific account, to tailor content to the relevant segment of your customer base.

**Internal**: Only visible to your team when they're logged into Pylon.

<div data-full-width="false"><figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2F21INs1P7eGkDSkmrsZsb%2FScreenshot%202025-06-03%20at%206.26.22%E2%80%AFPM.png?alt=media&amp;token=8441608c-5e9d-4982-b606-683f45b156b7" alt=""><figcaption></figcaption></figure></div>

Visibility doesn't control what AI agents can read. That's a separate setting, [Support agent access](#support-agent-access).

The knowledge base's default visibility, set in **General** settings, caps every article and collection in it. An article can be more restrictive than the default, but not more permissive. See [Default visibility](/pylon-docs/knowledge-base/overview.md#default-visibility).

### Direct link only

Turn on **Accessible only by direct link** in an article's settings to hide a public or customer article from navigation and search. Anyone with access can still open it from a direct link. Your team still sees it in search, marked **Direct link only**.

This is useful for upcoming features that aren't released yet, or workarounds you don't want to draw attention to.

AI agents don't use direct-link-only articles.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2Fg3aTEAyOwvMMRlvAqXXh%2FScreenshot%202025-06-03%20at%206.28.35%E2%80%AFPM.png?alt=media&amp;token=eff51505-ca01-4ae8-b2c8-d72f8e4d70e8" alt=""><figcaption></figcaption></figure>

### Support agent access

**Support agent access** controls which AI agents can read an article. It's independent of visibility: an **Internal** article is hidden from customers but can still be used by your agents. Agents use internal articles as background knowledge, but never link to them or recommend them to customers.

Set it in an article's settings (from the article's **⋯** menu, choose **Settings**) or in a collection's settings:

* **Inherit**: Use the parent collection's setting. At the top level of the knowledge base, this means all agents can read it.
* **Specific agents only**: Only the agents you select can read it.
* **No support agent access**: No AI agent can read it.

{% hint style="warning" %}
Internal articles used to be hidden from AI agents by default. Older internal articles may still be set to **No support agent access**. Check the **Support Agent Access** column in the article list and update any articles you want your agents to use.
{% endhint %}

Customer visibility filters also apply to agents: an agent answering a customer only uses customer-restricted articles that the customer matches.

Support agent access is shown only when [AI agents](/pylon-docs/agents/support-agent.md) are enabled for your workspace.

### Tags

Use tags to categorize articles.

* Add tags in the **Tags** field of an article's settings. You can create a new tag by typing it.
* Manage all tags from **Settings > Article tags** in the knowledge base.
* Filter the article list by **Article Tags**, or show the **Tags** column.
* Tags appear on the public article page and are included in knowledge base search.

### Version History

Every time an article is published, it creates a new version. Open **Version History** from the article's **⋯** menu to review changes or restore a previous version.

### Feedback

Articles come with built-in feedback collection. At the bottom of each article, viewers can rate how helpful it was on a 1-5 scale and leave written feedback.

View submitted feedback on the **Performance** page of your knowledge base. To get notified about new feedback, see [Feedback notifications](/pylon-docs/knowledge-base/analytics.md#feedback-notifications).

## Bulk actions

Select articles in the article list to act on several at once:

* **Move** to another collection
* **Visibility**
* **Direct Link**: switch between **Direct Link Only** and **Discoverable**
* **Support agent access**
* **Tags**: **Add**, **Replace**, or **Remove** tags
* **Request Review**
* **Export to PDF**: download up to 100 articles at once as PDFs (knowledge base admins only)
* **Publish**: publish unpublished changes in the default language; articles without changes are skipped
* **Delete**

## Collections

Collections are folders that contain articles or other collections. Each collection has its own URL. Open a collection and click **Settings** to edit its:

* **Name** and **Description**
* **Icon**: pick a system icon, or upload your own on the **Custom** tab (SVG, PNG, JPEG, GIF, or WebP, up to 256 KB). Uploaded icons can be reused across the knowledge base.
* **Slug**
* **Parent collection**
* **Visibility**, which applies to all articles in the collection
* **Support agent access**, which articles set to **Inherit** follow

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2F4iHlsCOBjeLobLUzJb5o%2FCleanShot%202024-12-07%20at%2021.01.20.png?alt=media&amp;token=322b8a1b-e284-41a8-ab77-e34ec31bbd5b" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
Need fully separate knowledge bases, for example for different products? On the Enterprise plan you can create multiple knowledge bases. See [Multiple knowledge bases](/pylon-docs/knowledge-base/overview.md#multiple-knowledge-bases).
{% endhint %}

## Triggers

Use the **Article published** trigger kickoff to send an email, Slack notification, or webhook, or to set article tags, whenever an article is published. See [Triggers](/pylon-docs/platform/triggers.md).


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs.usepylon.com/pylon-docs/knowledge-base/articles-and-collections.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.