Knowledge and the help centre
The four pages behind the Knowledge rail item, how an article gets published, and how one reaches the AI.
Knowledge on the navigation rail opens the help centre. One destination, not two: the articles, how they are grouped, how the site looks and where it lives are one body of work.
There is no separate knowledge-base screen. The AI agent's index is fed from the help centre, one deliberate send at a time, and never automatically.
The four pages
| Page | What it is |
|---|---|
| Overview | The state of this help centre: how much is in it, whether it is live, and what has been imported into it. |
| Content | The articles themselves. Write, filter, publish, and hand them to the AI. |
| Collections | How articles are grouped and ordered for visitors. |
| Branding & domain | The public site: how it looks, and the address it answers on. |
Articles
The content list shows one locale at a time, filterable by collection, owner, visibility, editorial state and free text. One locale rather than a filter over a mixed list, because mixing locales makes every count on the page ambiguous.
The editor has a title, a description and a body pane with write, split and preview modes, a markdown toolbar and a slash menu. One AI control sits alongside it: Ask Auralis to draft, which becomes Improve with Auralis when you have selected text. Treat what it gives you as a first draft; you are the one who knows whether the product actually behaves the way a paragraph claims.
The details rail on the right holds the article's identity: slug, editorial state, visibility, collection, owner, and the language controls. Preview and expiring share links are here too, for getting a colleague to check a draft without publishing it. Deleting an article is a bulk action on the content list rather than a control in the editor.
Slugs
The slug is the article's address on the public site. It is generated from the title when the article is created and does not change when you later rename the article, because a URL that changed every time somebody tidied a heading would break every link anybody had ever shared.
You can change a slug deliberately. When you do, the old one is kept and permanently redirects to the new one.
Editorial state and visibility
Two fields decide whether a customer sees an article, and both have to be right.
- Editorial state:
draft,publishedorarchived. This is what publishes the article. - Visibility:
public,signed_inorinternal. This is what decides who may read it.
A published internal article is a normal, finished, in-use article that is simply not for customers.
Local edits and re-imports
Once you have edited an imported article, a later update from the original source is held as a conflict rather than overwriting your text. You then choose: keep your version, adopt the incoming one, or discard yours.
Importing
Importing an existing help centre from Zendesk, Intercom or Freshdesk runs from Overview and produces a report of what came across. Importing tickets is a different flow: see Migrating.
Auralis keeps the original body exactly as the source sent it and separately stores the sanitised version the public site serves. What was removed is recorded and shown to you rather than dropped silently.
Handing an article to the AI
Publishing an article does not put it in the agent's index. Handing one over is a deliberate act — Train N with AI on the content list's selection bar — and two things have to be true first: a connected Aura AI agent, and a public address for the help centre. The indexer is given the article's URL, not its text, and fetches it over the public web — so a draft, hidden or internal article cannot be indexed at all.
Full detail, including the ingest states and the out-of-date flag you should build a habit around, is in Handing articles to the AI.