Can I restrict access to articles?
Yes, it is possible to restrict access to articles in Help Center.
You can grant access to:
- Signed-in users
- Agents and admins
- Customized user segments
If you want to restrict the content to a specific group of end users, create user segments to apply to each article. If you want to create internal articles for your agents and admins, apply the Agents and admins visibility to your articles.
For more information, see the article: Creating user segments for Guide user permissions.
Tip: You can restrict all the articles within a section, to make the section itself restricted.
I can't see a lock icon on our internal content in the KC app. How can I get the lock icon on internal articles?
The lock icon on the KC app would depend on the user you send the article to. The padlock shows up in the article
For more information on this, you may check this article here:
When does the padlock icon appear on articles in the KC app?
Hope this clarifies it for you. Cheers!
I love that I can segment my users and show articles based on those designations. I am curious if we can use the same idea for content within articles? For example, I have an article that is available to everyone, but has additional information for those who are logged in.
Unfortunately, I don't think there's a way to do this. If you'd like, here's the place to leave feedback on this for our product team: Feedback - Help Center (Guide). If you do post, please use our Product Feedback Post Template so we know as much as possible about why you want this. Thanks!
Hi Jeff Michaelis,
We have recently launched a feature that allows you to construct an article with smaller blocks of content that can be reused across all your Knowledge Base (more about Content Blocks here).
We are considering adding visibility permissions to Content Blocks as one of the potential enhancements sometime in the future. We imagine that visibility permissions would allow you to define which segment of the customers can see which parts of the article.
If you are curious about our roadmap for Knowledge Management in Guide, it is available here.
I am doubtful about the access (Visible to) option present in the article editing settings. I recently came across an issue where if I had to cross reference an article within a BOT workflow builder for a messaging (BOT) channel, where it was required for me to remove the 'signed-in user' option from article, which means the article will now be accessible in case anyone has access to the help center link.
Is there a way we can achieve the below two areas:
1) Can articles links be referenced in the workflow builder even when the Visible to is set to 'Signed-in Users'? This may solve the entire purpose of restrictions.
2) If the Visible to is set to Everyone, is there a way to restrict the KB articles to any person who is just browsing the help center without signing in?
Indeed, at the moment, to display an article to the end user using the Flow Builder, the article cannot be restricted to signed-in users.
As per a restriction on articles by still keeping them "Visible to Everyone", it should be possible via Custom code, but I do not have any template/example that I can provide for this.
Hope this helps,
I'm trying to achieve the following altogether:
1. Unlist an article: the article is still published but it won't be listed/visible in any article section and won't be searchable in our Knowledge Base
2. Everyone with the article link only can access the article: users are not required to log in
The user segment field doesn't quite accommodate the above. Is there a way to achieve the above? I also found a similar question to mine in this article (mentioning it's like google doc sharing: "access with link") but couldn't find the answer.
Hi Ching-Fang Wu,
This is not something that is currently possible - the closest option would probably be creating a user segment and adding users on an as-needed basis, but this would still require sign-on by the user.
I’d encourage you to create a post outlining your use case and requirements in our product feedback section for further visibility and input from other community members.
Have a great day!
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