Adding article summaries to knowledge base articles

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You can insert an article summary component into your help center article to display a concise description of the article content in a shaded box at the top of your article. Users can scan the summary to gain an overview of the article content and determine if it contains the information they're looking for.

If you have the Copilot add-on, you can generate the article summary using AI. Otherwise, you can type your summary in the text box.

This article contains the following topics:

Adding article summaries

Adding AI-generated summaries

Adding article summaries

You can create blank article summaries in the article editor, then type your summaries in the text box.

To add an article summary

In the help center or Knowledge admin, create or edit an article.

Click the Article components button ( ) in the article editor toolbar, then select Summary.

Enter your summary in the Summary field.

Click Save.

Adding AI-generated summaries

You must have the Copilot add-on and be using the new article editor to use this feature.

AI-generated article summaries, which are part of agent copilot, are article overviews that you create with the Summary component in the article editor. With AI-generated summaries, you can generate a concise description of the article, preview the summary, then regenerate it if you aren't happy with the result. You can publish the summary and regenerate a new summary whenever the article is updated.

You can find information about supported languages for AI article summaries in the Zendesk language support article.

To add an AI-generated article summary

In the help center or Knowledge admin, create or edit an article.

Click the Article components button ( ) in the article editor toolbar, then select Summary.

Click in the Summary field to expose the AI menu, then click Generate.

The AI-generated summary appears in the shaded box. If you want to regenerate the summary, click Generate again until you are happy with the content. To remove the AI-generated summary, click the delete icon ( ).

Click Save.