The Read receipt feature helps you see who has read and acknowledged an article. When enabled, readers are required to scroll to the end of the article and confirm they have read it before the acknowledgement is recorded.
When to use read receipts
- Use read receipts on compliance articles, security policies, or standard operating procedures where proof of readership is required.
- Use them for onboarding documentation to confirm that new team members have completed required reading.
- Use category-level rules to apply acknowledgement requirements across an entire section of your knowledge base without configuring each article individually.
Manage read receipts
There are three ways to manage read receipts in Document360.
Bulk from All articles
Enable or disable read receipts for multiple articles at once from the All articles page. Best for applying or removing read receipts across a section in one action.
Learn more →Individual article settings
Enable or disable read receipts for a single article from the Article settings panel. Best for targeted articles such as specific policies or procedures.
Learn more →Category-level rules
Create rules that apply read receipts to entire categories from Knowledge base site settings. Best for enforcing read receipts across a full section of your knowledge base.
Learn more →Bulk from All articles
- Navigate to Documentation () in the left navigation bar.
- Click All articles () in the left navigation pane.
- Select the articles you want to update.
- To enable read receipts, click Enable read receipt. To disable, click Disable read receipt.
- Hover over the Read receipt () icon next to an article name to see how many readers have acknowledged that article.
If read receipts are configured via category-level rules in Settings, they cannot be changed from the All articles page.
Individual article settings
- Navigate to the article in the knowledge base portal.
- Click the More () icon in the article header and select More article options.
- In the Article settings panel, go to the Read receipt tab.
- Turn on the Enable read receipt for this article toggle.
- Click Save.
Category-level rules
Category-level rules apply read receipts to all articles within a category automatically. Rules are evaluated in order and the first matching rule takes effect. You can create up to 20 rules per project.
- Navigate to Settings () in the left navigation bar.
- Go to Knowledge base site > Read receipt. The Read receipt page displays any previously created rules.
- Click Create rule.
- In the Create read receipt rule panel, enter a rule name of up to 50 characters.
- Choose the visibility option: Show to enable read receipts for the category, or Hide to exclude it.
The order in which rules appear determines which rule takes effect. If Rule 1 is set to activate acknowledgement for Category A and Rule 2 is set to deactivate it for the same category, the rule higher in the list takes precedence.
- Select the categories to apply the rule to.
- If needed, assign the rule to specific reader groups.
- Click Create.
Read receipt page
The Read receipt page in Settings provides a detailed view of all configured rules.
| Element | Description |
|---|---|
| a. Create rule | Click to create a new read receipt rule for knowledge base categories. |
| b. Rearrange rules | Drag rules to reorder them. The first rule in the list takes precedence when multiple rules apply to the same category. |
| c. Name | Displays the name of each read receipt rule. |
| d. Visibility | Indicates whether the rule is set to Show or Hide. |
| e. Rules | Displays the categories to which the rule is applied. |
| f. Dependency viewer | View and edit the categories where the rule is applied. |
| g. Edit | Hover over a rule and click Edit to modify it. |
| h. Delete | Hover over a rule, click Delete, and confirm to remove it. |
If read receipts are configured in Settings, they cannot be altered at the article-level settings. Read receipts can be added to both draft and published articles. When forking and republishing an article with acknowledgement enabled, readers will need to acknowledge the republished article again.
Reader acknowledgement on the knowledge base site
Once a read receipt is configured, readers see a banner at the top of the article stating "Your acknowledgement is required upon reading."
To acknowledge an article:
- Navigate to the article on the knowledge base site.
- Scroll to the end of the article.
- Select the checkbox to acknowledge and click Submit. A confirmation message appears at the top of the article.
Acknowledgement required page
Readers can view all articles that require their acknowledgement from the Acknowledgement required page. On the top-right of the knowledge base site home page, an Announcement () icon displays the number of pending acknowledgements. Click it to open the page.
The page includes the following filter options:
Workspace:
- Current Workspace: Filters articles within the current workspace only.
- All Workspaces: Filters articles across all workspaces.
- Specific: Allows selection of specific workspaces.
Acknowledgement status:
- Required: Displays articles that have not yet been acknowledged.
- Acknowledged: Displays articles that have already been acknowledged.
Monitor read receipts in Analytics
Read receipt acknowledgement data is tracked in the Analytics section of the knowledge base portal.
- Navigate to Analytics () in the left navigation bar.
- Go to Articles.
- In the Top articles section, click View all. The All Articles page appears with a Read receipt column showing acknowledgement details for each article.
Analytics for read receipts tracks reader accounts only. Users including Owners, Admins, Editors, and Contributors are not tracked. Changes to articles reflect in analytics within 15 minutes.
Best practices
- Enable read receipts only on articles where acknowledgement genuinely matters. Overusing the feature can cause acknowledgement fatigue among readers.
- Use category-level rules to ensure new articles added to a compliance or onboarding section automatically require acknowledgement without manual configuration.
- Regularly review acknowledgement data in Analytics to identify readers who have not completed required reading, especially after a policy update.
- Combine read receipts with review reminders to ensure that articles requiring acknowledgement are also kept up to date.
FAQ
Do readers need to acknowledge again every time an article is updated?
Yes. When an article with acknowledgement enabled is forked and republished, readers are required to acknowledge the republished version. Previous acknowledgements apply only to the version that was current at the time of acknowledgement.
What is the maximum number of read receipt rules I can create?
You can create up to 20 read receipt rules per project.
Can I customise the text in the reader acknowledgement form?
Yes. You can localise or customise the acknowledgement form text using the Localization variables feature. Go to Settings () > Knowledge base portal > Localization & Workspaces. In the Localization variables tab, expand the Read receipt accordion to update elements such as Click to review and confirm, Acknowledgment status, and Required. Click Save.
What happens to reader acknowledgement rules when cloning articles or categories across workspaces?
Reader acknowledgement rules are not carried over when cloning articles or categories within or across workspaces. The rules must be configured separately for the new workspace.
Is the Read receipt feature available for JWT projects?
Yes. The Read receipt feature is supported for JWT-configured projects. JWT-authenticated readers can acknowledge articles the same way as readers logged in via SSO, and each acknowledgement is recorded with their email and timestamp.