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Publishing and visibility

Draft / published / archived statuses; public vs internal visibility. Two independent axes.

Every article has two settings that together control who sees it: status and visibility. They're independent — you set each one separately.

Status

  • Draft — work in progress. Not visible anywhere on the public side, even to the author. Other agents can read it inside the admin area.
  • Published — public-ready. Subject to visibility (below).
  • Archived — was published, isn't anymore. Returns 404 on the public URL. Still searchable in the admin so you can pull it back if needed.

Status transitions are simple — change the dropdown in the editor sidebar and save. Going from Draft → Published stamps a published_at timestamp; archiving doesn't clear it (so you can tell when a now-archived article was originally launched).

Visibility

  • Public — visible at acme.nura24.com/help/... to anyone.
  • Internal — visible only inside <tenant>.nura24.com/admin/kb/articles to your agents. Useful for procedures, scripts, sensitive pricing details. Doesn't appear in the public KB, isn't indexed by AI search (so it can't accidentally leak to a visitor).

A common combination is Published + Internal: a procedure that's "live" for your team but never shown to customers.

Practical workflows

  • Drafting a new article: Draft + Public. Write, save, iterate. When ready, flip to Published.
  • Sunset old content: Archive when it's no longer accurate. Don't delete — archived articles still link back from anywhere that referenced them (returning 404, but with the title preserved in your data).
  • Internal runbook: Published + Internal. Same editor experience, no public exposure.

Search and AI implications

  • Public KB search (the search bar on acme.nura24.com/help) only returns Published + Public articles.
  • AI search (KB AI Search feature) only retrieves Published + Public.
  • Reply suggestions in chat only retrieve Published + Public.
  • Internal articles are available to the agent's reference pane (planned) but never to the AI.

Bulk operations

There's no bulk archive / publish today. Status changes one article at a time. If you migrate from another platform with 500 articles, draft-import them, then flip to Published in batches as you review each one.