Publishing and Unpublishing

Every article has a status that controls whether customers can see it. You can change the status at any time from the article editor or the article list.

The three statuses

Visible - the article is publicly accessible in your help center. Customers can find it by browsing, searching, and following direct links. Published articles are also indexed by the AI agent.

Draft - the article is only visible to your team in the admin panel. Customers cannot see it. Use Draft while you are writing or reviewing an article before it is ready to go live.

Hidden - the article exists but is not visible in the help center. Unlike Draft, Hidden is for articles you have already published but want to temporarily remove - for example, while you update outdated steps. A hidden article is not indexed by the AI agent.

Changing an article’s status

From the editor: use the Status dropdown in the right sidebar. The change takes effect as soon as you save.

From the article list: some list views let you change status inline without opening the editor.

What happens when you publish

When you set an article to Visible:

• It becomes publicly accessible at its help center URL.
• If the AI agent is enabled for the app, Convot schedules a background embedding job to add it to the bot’s knowledge index. The bot can answer from it once the job completes (usually within a minute or two).

What happens when you unpublish

When you set an article from Visible to Hidden or Draft:

• It is immediately inaccessible to customers. Existing links return a 404.
• Its chunks are not removed from the AI agent’s index right away. If you want to ensure the bot stops referencing an article, retrain the bot after hiding it (click Re-train in the Training section).

Draft vs Hidden: which to use

Use Draft when you have not finished writing and the article should never have been public.

Use Hidden when you have published the article before and need to take it down temporarily while you revise it. Hidden makes the intent clear to teammates reviewing the article list.