Save, publish and restore article changes
Understand when changes become visible to customers, how private guidance is activated and what restoring a revision does.
Updated
Publish public article changes
- Finish your article edits and save the draft.
- Have an owner or administrator use Review and publish changes.
- Review and publish the approved changes.
Save draft is not publication. Until changes are published, customers continue to see the previous published version. Editors cannot publish; an owner or administrator must do this.
Keep internal content separate
| Content | How it is used |
|---|---|
| Public articles | Approved changes become customer-visible when published. |
| Private guidance for agent | Stays nonpublic and requires owner or administrator review and enabling before use by the customer-facing assistant. Later saved edits require separate activation. |
| Staff-only content | Is excluded from customer AI. |
Saving private guidance does not activate it. If you edit guidance that was already enabled, those later saved edits still need separate activation. You can also pause chat separately.
Restore an earlier revision
- Open the article's History.
- Restore the revision you want to use.
- Review the restored version, which becomes a new draft.
- Publish the draft if it is public content, or complete the required review and activation if it is private agent guidance.
Restoring a revision preserves later history. It does not publish the restored content or activate private guidance.
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