Writing articles the AI can use

There's no special format, no keyword list, no metadata to fill in. The AI reads your articles the way a person would, so writing well for readers is writing well for the AI.

A few things help more than others.

One subject per article

The most useful rule, because it pays twice.

The AI retrieves whole articles as grounding. A page covering five topics matches all five weakly and drags four irrelevant topics into the answer. Five focused pages each match strongly and answer cleanly.

When an article needs the word "also", it's usually two articles.

Answer near the top

Put the answer in the first paragraph or two, then explain. Readers scanning on a phone get what they came for, and the AI gets an unambiguous answer rather than one buried under preamble.

This matters doubly for step-by-step guides, where the first paragraph under each step is what gets used.

Use your customers' words

Title and write the way customers ask, not the way you name things internally. "Why can't my teammate see conversations?" beats "Membership scoping".

The AI matches on meaning, so you don't need every phrasing — but the vocabulary your customers actually use still helps.

Write the subtitle

It's the summary line in lists and search results, and it's what tells a reader whether this is the page they want.

Say what doesn't work

Articles that state limits — what isn't supported, what won't work — let the AI answer "can I do X?" honestly instead of handing over. A clear "no, and here's the alternative" is a good support answer.

Publish it

An unpublished article is invisible to the AI, however good it is. See What the AI is allowed to answer from.

Let the inbox choose your next article

The conversations flagged Needs human because nothing matched are, precisely, the questions your help centre doesn't answer. Read the last handful and write those.

Better than guessing at a content plan: it's a list of real questions from real customers, sorted by what actually came up.