# Create knowledge base articles

> Articles describe a product system or feature and provide answers for customers who are searching for questions or information on your knowledge base.

Source: https://kustomer.kustomer.help/en_us/create-knowledge-base-articles-r1lSia9SS

Last updated: 2026-06-22T22:48:21.159Z

Articles describe a product, system, or feature and provide answers for customers who are searching for questions or information on your knowledge base.

**Who can access this feature?**

**User types**

Content administrators can access knowledge base settings.

  

### In this article 

*   [Create a new article](#create-article)
*   [Edit a published article](#edit)
*   [Article settings tab](#settings-tab)
*   [Feedback tab](#feedback-tab)
*   [Manage article SEO](#seo)
*   [Set permissions on an internal article](#set-permissions)

### Create a new article

The [knowledge base editor](https://help.kustomer.com/en_us/kb-article-editor-HJsY7pAHU) provides the tools you need to create your article content. Similar to a word processing editor, the top toolbar provides formatting options such as bold or italics, supports ordered or unordered bulleted lists, and much more. The bottom toolbar lets you add hyperlinks, images, and emoji to your articles. 

**To create an article:**

1.  Go to **Settings**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/d3078a025bc8cec66cbef26ecda20ef4.png)**\> K****nowledge Base > Articles**.
    
    **Note:** If you have more than one brand configured, you can also select **Administration** followed by **Brand**. Then, select **Edit**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/e23fa536705c6d7372e9d7583c572610.png) for the brand for which you will be creating articles.
    
2.  Select **Add Article**.  
      
    
3.  Enter the following information:
    *   An article title
    *   A URL slug
    *   If you have [multiple brands configured](https://help.kustomer.com/multi-brand-knowledge-base-ryo7IbmsB), you can select:
        *   The brand(s) the article will reside in. 
        *   The article's source language. (Additional languages will only be available in this menu if the brands have a different source language.)  
              
            
4.  Select **Create**.  
      
    
5.  Enter your content using the editor. Toolbars provide various options to format your text and add media, such as images, to your article.
    
    **Notes:**
    
    *   The total file size of an article cannot exceed 15MB. Additionally, individual attachments to an article cannot exceed 9.5 MB. If you need to include media that exceeds 9.5 MB we recommend hosting the content externally and adding a link to it in the article.
    *   You can edit the HTML source directly by selecting **Code View** < > .
    
      
    
6.  You can privately view an unpublished version of the article before you publish it live by selecting **Preview**.  
      
    
7.  In the Settings tab, select the level of article access you want to grant to users. The available options are **Public** or **Internal**.  
      
    
8.  Select the [category and brand](https://help.kustomer.com/adding-articles-to-brands-and-categories-S1ZaTEieu) your article should reside in by selecting **Manage Brands and Categories**.   
      
    
9.  Select **Publish Now** to make the article available immediately. 

Your article will now be made visible in either your Public or Internal knowledge base. If you have multiple brands, the article will be visible in whichever brand you choose. To [schedule your article](https://help.kustomer.com/schedule-articles-H1JSNHyyd) for publication at a later time, select the arrow and then choose **Schedule Publish**. 

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/c94dbab767fd566c16f174e475aefd8e.png)

### Edit a published article

To edit an article that is already published on your knowledge base:

1.  Go to **Settings ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/d3078a025bc8cec66cbef26ecda20ef4.png) > Knowledge base > Articles** and select the article you want to edit from the list.
2.  Select **Create Draft**.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/de8eddbd09e46f89ce997a2db6a55ef0.png)
3.  Once you have made your changes, select **Publish Now** or schedule your article for a later date.

### Article settings tab

The options in the article Settings tab are available when editing an article. Here, you can view specific article details, add or change an article category, specify the brand the article resides in, or change view access. 

The following options are available:

*   **Access**   
    Sets the article to either be Public or Internal. Internal articles are visible only to members of your organization.  
      
    
*   **Version**   
    Lists all previous versions of the article. If multiple versions exist, you can choose to revert to an earlier version and republish it.  
      
    
*   **Visibility**   
    Shows the current state of the article.  
      
    
*   **Last Updated By**   
    Shows the name of the user who last updated the article, along with a date and timestamp.  
      
    
*   **Created By**   
    Shows the name of the user who created the article, along with the creation date and time.  
      
    
*   **Brands - Categories**  
    Determines the categories and brands for the current article. For more information, see [Add articles to brands and categories](https://help.kustomer.com/adding-articles-to-brands-and-categories-S1ZaTEieu).  
      
    
*   **Article Tags**  
    Enter tag labels for the article. For more information, see [Add tags to articles](https://help.kustomer.com/en_us/adding-tags-to-articles-HJphxQnvU).  
      
    
*   **SEO**  
    Enter information to help optimize your articles for search rankings. This option is only available if Access is set to **Public**.  
      
    
*   **Permissions**  
    Allows you to select which users or teams can [view](#ArticlePermission) an internal article. This option is only available if Access is set to **Internal**.  
      
    
*   **Feature this article**   
    Specify if the article appears in the [Featured Articles section](https://help.kustomer.com/featured-articles-SkWJSGJbO) of your knowledge base home page.   
      
    
*   **Article status**  
    Indicates if there are changes that need to be published, or if the article is currently up to date.  
      
    
*   **Discard Draft**  
    Deletes the current draft of the article. This action can not be undone.  
      
    
*   **Publish Now**   
    Publishes the most current version of the article.   
      
    
*   **Schedule Publish**  
    Select the exact day and time an article will be published. For more information, see [Schedule knowledge base articles](https://help.kustomer.com/schedule-articles-H1JSNHyyd).  
      
    
*   **Delete**  
    Permanently delete the entire article from your knowledge base.

### Feedback tab

The Feedback tab is where you can view how your article has performed over the last 30 days and access further metrics found in the [Knowledge Base](https://help.kustomer.com/knowledge-base-report-Hkf_ONkkK) [report](https://help.kustomer.com/knowledge-base-report-Hkf_ONkkK). 

### Manage article SEO

Every public article in your knowledge base can be further optimized for Search Engine rankings. By default, we auto-populate these fields in case you don't optimize them yourself.

The Search Results Preview box shows a glimpse of what your SEO settings will look like in a search browser. The SEO Title, SEO Description, and SEO Keywords boxes are editable, giving you full control over the information search engines like Google and Bing use to determine if the content should be presented to searchers. You can also optimize the SEO for each language the Article is written in to further improve your SEO rankings.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/b0f20dd87f97206546a5241f68a7f239.png)

See this article to learn how to [submit your sitemap to Google](https://help.kustomer.com/configure-knowledge-base-HJcpdeZx8#verify).

### Set permissions on an internal article

You have the ability to share internal articles with specific users or teams in your organization. With article permissions, you can ensure that users have access to information that is relevant to them.

**To set an article permission:**

1.  In the **Settings** tab, select **Internal** from the Access drop-down menu.
2.  Select **Permissions**.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/3e1cb1a994a0213827d4b0f873a6a331.png)
3.  Enter the names of the teams or users that will have access to view this internal article. You can add up to 50 teams or users. Your internal article will now only be visible to those individuals.

### **Delete a knowledge base article**

**Important:** Deleting an article is permanent and cannot be undone. There is no trash bin or recovery option. Before deleting, consider exporting the article content as a backup.

When you delete an article, the system removes it from all knowledge bases where it is published. The **Delete Draft** button removes only the unpublished draft version and does not affect the live article.

### ****Delete a single article from the UI:****

1.  From the left navigation, click ****Settings****. The Settings page opens.
2.  In the ****Settings**** page, click ****Knowledge Base****, then select ****Articles****.
3.  Select the article you want to delete.
4.  At the top right side of the article, click the More menu and select:
    1.  Delete Draft to delete the current draft in progress (if applicable). 
    2.  Delete Article to delete the article and remove it from your knowledge base.
5.  Confirm you wish to delete the article. 

**Note:** Deleted knowledge base articles are not recoverable. 

****Bulk delete articles via the API:****

To delete multiple articles at once, use the Kustomer API's Update Article endpoint. Send a `PATCH` request to:

`PATCH /v1/kb/articles/{articleId}`

Include the following request body:

```

{ "deleted": true }
```

This marks the article as deleted. To delete only a draft version (not the entire article), use the Delete Draft Version endpoint instead.

****Note:**** This approach is especially useful after platform migrations when you need to clean up large numbers of imported draft articles.