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Writing articles manually

How to write knowledge base articles in the Fibly editor, in visual or source mode.

When you want to add a topic that isn't in the base yet, use Fibly's built-in editor. By default it works in visual (WYSIWYG) mode, so you don't need to know Markdown to format text. If you prefer, you can switch it to source mode at any time.

Creating a new article

  1. Go to the Knowledge base tab and open a knowledge base.
  2. Click Add article.
  3. Enter a title. You add the content in the next step.
  4. Write the content in the editor.
  5. Click Save.

In the panel next to the editor you can also fill in Public URL: the address of the same content on your website. If you provide it, the bot includes a link to the article in its answers.

Visual mode (default)

In visual mode you see the formatted text as it will look after saving. Above the editing field is a toolbar with buttons for the most common operations:

  • bold, italic, strikethrough,
  • first-, second-, and third-level headings,
  • bulleted and numbered lists,
  • quote, inline code, and code block,
  • link, table, horizontal rule,
  • undo and redo.

Keyboard shortcuts also work, e.g. Ctrl + B for bold, Ctrl + I for italic.

Source mode

If you prefer to write directly in Markdown, switch the editor to source mode with the </> icon in the top right corner of the toolbar. You'll then see the raw Markdown text and can edit it by hand. You return to visual mode with the same button.

Source mode is usually handy for pasting larger chunks of text copied from another tool, or for small formatting fixes the toolbar doesn't cover.

Limits and guidelines

  • Maximum article length: 20,480 characters. The counter below the editor shows how many you have used.
  • Maximum length of a pinned article: 1,500 characters (see Pinning).
  • Fibly flags articles under 150 characters as Too short and doesn't score their quality (see Content quality).

What's worth writing manually

Topics that rarely make it onto your public website but come up often in customer conversations:

  • the returns process, step by step,
  • the complaints procedure and typical waiting periods,
  • product specifications beyond what's on the product page,
  • answers to the questions you get most often by email or chat.

What's next

Once you've gathered a few articles on related topics, link them with prerequisites so the bot reads them together and keeps the context.