Publishing high-quality help articles in your Customerly Help Center not only supports your customers but also powers AI features like instant replies. The article creation process now includes improved settings, a clearer save/publish workflow, and new organization and linking tools.
How do I create an article in my Help Center?
Go to your Help Center section.
Click Create Article.
The article editor will open, allowing you to:
Add headings, text formatting (bold, italic, underline), bullet or numbered lists, links, code snippets, images (JPG, PNG, GIF), and videos (YouTube or Vimeo).
Structure content with headings (H2, H3, H4) to improve readability.
Saving vs publishing
In the new editor, Save and Publish are separate buttons:
Save keeps your article as a draft so you can continue editing later.
Publish makes your article live in the Help Center for your audience.
This allows you to work on articles over time without making them visible prematurely.
Using article settings
On the Settings panel of the article page, you can:
Select a collection and/or group where your article will appear.
Assign an author to give credit.
Toggle “Use for AI” to allow Customerly AI features to use this article when replying to customer queries.
Edit the slug (URL path) for SEO-friendly links - this is automatically created when you add a title, can be changed until it's not published
Write a description to appear in previews and search results. This is required to be able to save and publish.
Add related articles (new feature) to help customers explore connected content.
Insert keywords to improve Help Center search and AI matching.
Publishing and managing articles
Once published, articles can still be updated. You can:
Move the article to another collection directly from the editor.
Change the author or update keywords.
Add or adjust related articles as your content library grows
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Viewing article stats (published articles only)
For articles that are already published, a Stats section appears. This includes:
Feedback from readers.
Vote counts showing how helpful readers found your article.
These insights help you refine your content for maximum clarity and usefulness.