Guidelines for Knowledge Base Articles
Enjo Answers is the knowledge base your AI Agent uses to generate responses. Articles you publish here are indexed and used by the AI Agent to answer requests, not displayed in your public Help Center.
Note: Articles are indexed on a daily sync cycle. Changes you publish, including new articles and edits to existing ones, may take up to 24 hours to appear in AI Agent responses. The same sync cycle applies to connected knowledge sources such as Confluence and Google Drive.
How to Write Articles the AI Agent Can Use?
Best Practices
1. One Question, One Document Focus each article on answering a single question.
Write this | Not this |
|---|---|
How can I reset my password? | How can I reset my password and update my email address? |
2. Separate Topics Avoid combining multiple topics in one document.
Example: Create one article titled "How to Change Your Email Address" and a separate article titled "How to Update Your Profile Picture."
3. Keep It Short and Relevant Write only what is necessary to answer the question or explain the topic
Write this | Not this |
|---|---|
To reset your password, follow these steps: | Imagine you're locked out of your account; wouldn't it be great if you could regain access quickly? Here's how you can do it. |
4. Avoid Fluff: Remove conversational or unnecessary phrases
Write this | Not this |
|---|---|
Click "Forgot Password" and enter your registered email. | Wouldn't it be amazing if you could reset your password with just a few clicks? Well, you can! |
5. Question-Style Titles
Write titles as questions to make articles easier to find
Write this | Not this |
|---|---|
How can I update my billing information? | Updating Your Billing Info |
6. Use Step-by-Step Instructions Number each step clearly for procedural content.
Example:
Go to the login page.
Click "Forgot Password."
Enter your registered email address.
Follow the link in the email to reset your password.
7. Clear Policy Documents: Use descriptive headings to break up policy content.
Example:
Access Policy: Who can access the system and under what conditions.
Acceptable Use: Guidelines for proper usage of the system.
Include Important Notes Highlight essential details.
Example: ⚠️ Important Note: Password reset links expire in 24 hours.
Answer Variations Section At the end of each article, list alternative phrasings for the main question. The AI Agent searches indexed content when a user asks a question. Including alternative phrasings increases the likelihood the agent finds and cites this article.
Example:
Main question: How can I reset my password?
Variations:
I forgot my password, how do I reset it?
Steps to recover my account.
Resetting a lost password.
What's next
Once your articles are published, the AI Agent will begin using them after the next sync cycle. Here are the recommended next steps.
Test your articles in the Playground. Use the Playground to send sample questions and verify the AI Agent responds using the content you just published.
Run Bulk Testing. If you've published multiple articles at once, use Bulk Testing to validate accuracy and coverage across your full article set before going live.