Attaching Help Articles to Replies

When you reply to a customer, you can attach articles from your help center directly to the message. The article shows up as a rich card alongside your reply — so customers see your answer and the relevant guide together, instead of getting a plain link buried in the message text.

Why use article attachments

Customers see the article title, a short excerpt, and a tap-to-open card — much clearer than a raw URL.
If you rename an article or move it between collections later, the attachment updates itself automatically. No broken links.
If an article is unpublished or deleted, the card simply stops appearing on the reply — the message text itself is unchanged.

Attach an article from the reply composer

Open a ticket from the Support inbox.
Click the Help article button in the reply toolbar (next to the file-attachment paperclip).
A picker opens with a search box and every published article in your project. Type to filter by title.
Click an article to attach it. It appears as a small sky-blue chip above the Send button — with the article title and an × to remove it.
Attach as many as you need. Their order in the chip strip is the order they'll appear on the reply.
When you hit Send Response, the articles travel with the message and show up as cards in the conversation.

Use AI suggestions

When you click AI Generate in the composer, the AI looks at the ticket and picks the help articles most relevant to the customer's question. Those suggestions surface in two places:

The Help article button shows a small sparkle badge with the number of suggested articles.
Opening the picker pushes the suggestions to the top of the list, each marked with a sparkle icon and a subtle highlight.

You decide which suggestions to keep — they're recommendations, not auto-attached. Click the ones that fit, send the reply, and the customer gets the articles bundled with the AI-generated text.

If you've turned on automatic AI replies for new tickets, the relevant articles are attached for you — the customer sees them on the very first AI response in the thread.

What the customer sees

In the customer's ticket portal (the page they open from their magic-link email), attached articles appear under a Helpful articles heading below the reply. Each one is a tappable card with the article title and short excerpt, and tapping opens the full article in a new tab.

Articles and file attachments together

Help articles and file attachments (screenshots, logs, PDFs) are independent. A single reply can carry both — they're rendered as two separate sections in the conversation, so they don't compete for attention.

Practical tips

One or two articles per reply works best. Five or more makes the message feel like a link dump.
Attach articles instead of pasting URLs in the message body — the rich card has higher engagement and a cleaner look.
Use AI Generate when you're not sure which articles to attach — the AI's picks are usually a good starting point even if you rewrite the reply text yourself.