Articles
Articles are created and managed from inside a folder. Click a folder's card to see its articles; use Back to folders to return.
Create an article
Go to Data - Knowledge base
Open the folder the article belongs to.
Click New article. The folder is already selected.
Enter a Title (up to 60 characters) and the Content. The word count shows under the content.
Leave Status on Active if agents should use it now.
Click Save. You return to the folder.
Every article must have a folder. New article isn't available inside an inactive folder.
Edit or move an article
Click the pencil icon on the article's card, make your changes and click Save. To move it, choose another folder in the Folder field. The move applies to AI agent searches immediately.
Activate or deactivate an article
Use the switch on the article's card, or the Status switch in the form. AI agents only use active articles; inactive ones stay in the knowledge base but aren't searched.
Delete an article
Click the trash icon on the article's card and confirm. Deleting is permanent.
Articles synced from an integration
Articles imported from Zendesk, Intercom, Helpshift or Notion show a Synced label. Their content is managed in the source tool, so in Oversai:
They always stay in their integration's folder.
The title, content and folder are read-only. The card shows a View icon instead of Edit.
Only the status can be changed: use the switch on the card or in the article's view.
To change the text of a synced article, edit it in the source tool; the next sync updates it.
Limiting an AI agent to folders
An agent with knowledge base search turned on searches every active article, unless you pick folders for it.
Open AI Agents, then the agent you want to change.
In Capabilities, turn on Search knowledge base.
In Knowledge base folders, select one or more folders. Leave it empty (it shows All articles) to search everything.
Click Save.
Search knowledge base | Knowledge base folders | The agent searches |
|---|---|---|
Off | Any | Nothing |
On | Empty (All articles) | Every active article |
On | Billing, Returns | Only active articles in Billing and Returns |
Only active folders can be selected. While a folder is selected by an agent, it can't be deleted or deactivated; remove it from the agent first.
Who can do what
Folder management is available to organization admins in companies with the Knowledge base feature. Buttons you don't have permission for are hidden.
Action | Required access |
|---|---|
See folders | Read knowledge base folders (org admin) |
Create or edit folders | Write knowledge base folders (org admin) |
Delete folders | Delete knowledge base folders (org admin) |
Create, edit or move articles; change status | Write knowledge base articles |
Delete articles | Delete knowledge base articles |
Choose an agent's folders | Edit AI agents |
Troubleshooting
You see | Why | What to do |
|---|---|---|
"The folder can't be deleted because it contains 3 article(s)" | The folder isn't empty | Open View folder articles and move each article to another folder |
"…it is attached to the AI agents: Support bot" | An agent still uses the folder | Remove the folder from those agents' Knowledge base folders, then retry |
Can't deactivate a folder | It has articles or is used by an agent | Same as above: empty it and detach it first |
No New article button in a folder | The folder is inactive | Edit the folder and turn Active on |
Title and content are greyed out | The article is synced from an integration | Edit it in the source tool; only the status can change here |
A folder is missing from an agent's folder list | Only active folders are listed | Activate the folder |
An agent ignores an article | The article is inactive, or outside the agent's folders | Turn the article on, or add its folder to the agent |