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9.5. Generate KB Article from Request History

This feature allows an agent to transform a public response within a request into a structured knowledge base article ready for review and publication. Agents can generate an article from either a single response or the full request history. The system analyzes the selected content, generates a draft article, and saves it as a private (unpublished) draft directly in the Knowledge Base for further review and editing.

Demonstration

How It Works

The process begins with the icon, which appears next to each public response in the request history:

Clicking the icon opens a prompt that collects the information required to generate the article:

• Article Title
  The title that will be used for the generated knowledge base article.
• Book
  Select an existing KB Book where the article will be created.
• Chapter
  Select an existing KB Chapter within the selected KB Book.
• Attachments
  If applicable, choose which attachments from the request context should be included or excluded.
• Context
  Choose whether the article should be generated from a single response or the full request history.
• Additional Guidance
  Provide optional instructions to guide the generative process, similar to the AI Composer.

After clicking Generate, the system creates a draft article based on the selected context. The generated content can be reviewed and regenerated with additional guidance if needed. Once satisfied with the result, click Create Article to create the knowledge base entry.

Select Open KB Editor to open the newly generated article in the Knowledge Base, where it can be further edited and reviewed before publication.

Configuration / Options

• Articles are generated in the same language used in the response or request history.
• This feature is not affected by custom admin prompts, agent prompts, instructions, or style guidelines.
• All HelpSpot AI features must be enabled in the administrative AI Settings before they are available.

Related Pages

• Users Manual > Knowledge Books > Adding/Editing Pages
• Users Manual > Knowledge Books > Public vs. Private