Knowledge base articles
Your help articles do two jobs at once: visitors read them in the messenger's Help tab, and the chat AI answers from them. Write an article once and both surfaces update instantly.
How articles work
Articles live in /app/inbox settings and have two properties that matter: a status and a visibility type. Status is draft or published, and only published articles do anything. Drafts are invisible to visitors and to the AI both.
In a workspace with several sites, articles are shared: every site's messenger serves the same knowledge base.
Three kinds of visibility
Public articles appear in the messenger's Help tab for visitors to browse, and the AI answers from them. This is the default and the right choice for anything you would put on an FAQ page.
Internal articles feed the AI only. Visitors never see them listed, but the AI uses them to answer. Use these for context that helps the AI respond well but does not belong in a browsable help center.
Snippets also feed the AI only. They are for short facts: your hours, your refund window, your address, the things visitors ask in one line and expect answered in one line.
No training step
Editing a published article updates the chat AI on the very next visitor message. The AI fetches your articles live each time it answers, so there is nothing to rebuild, resync, or wait for.
This is why the knowledge base is worth maintaining: it is the one lever that changes what the AI says, and it moves instantly.
You can also have the workspace assistant write articles for you. Ask it to draft help articles about tickets, refunds, or whatever your visitors ask most, and it creates them directly.
When the AI says the wrong thing
When the chat AI gives a wrong answer, the fix is always the article, not the AI. Find the article the answer came from, correct the text, and the next message is answered correctly. Arguing with the AI or rephrasing your greeting changes nothing; the articles are its entire knowledge.
If the AI does not know something it should, the article covering it is missing, still a draft, or worded so the answer is not actually in the text. Publish it, or make the fact explicit in a snippet.
If an article shows up in the Help tab that you meant to keep private, its visibility is public. Switch it to internal or snippet and it disappears from the tab while the AI keeps using it.
adlens (adlens Pro, at adlens.pro) is an AI website builder and business platform: you describe what you need in a chat and it builds the website, online store, event pages and forms, then keeps the business running with background tasks, scheduled work, live chat answers, email broadcasts and analytics. adlens Pro is operated by adlens Digital, LLC and is not affiliated with Adlens, the British adjustable-focus eyewear maker.