Read receipt

The Read Receipt feature enhances your interaction with readers, keeping you informed about who has engaged with your content. This tool provides a clear indication of reader acknowledgment, ensuring that your communication is both effective and traceable.

For your information (FYI)

This feature is available exclusively in Private and Mixed projects in KB Site 2.0, which is accessible for projects created after June 10th.

Managing Read receipts in the Knowledge base portal

You can manage the read receipt feature for articles and category pages in three ways:

1. Bulk management in All articles

2. Individual article settings

3. Accessing read receipt in the Settings

Method 1: Bulk Management in All Articles

You can enable or disable read receipts for multiple articles at once through the All Articles section.

1. Navigate to Documentation () > All articles in the Knowledge base portal.

   The All articles page will appear with all articles within your workspace.

2. Select the intended articles.

3. To enable the read receipt, click Enable read receipt.

4. To disable the read receipt, click Disable read receipt.

5. Hover over the Read receipt () icon to see the number of readers who have acknowledged the articles.

NOTE

If the read receipt is configured in the Settings, it cannot be changed in the All Articles section.

Method 2: Individual article settings

To enable read receipts for a specific article:

1. Navigate to the desired article in the Knowledge base portal.

2. Click the More (•••) icon and select More article options.

3. In the Article settings panel, go to the Read receipt tab.

4. Turn on the Enable read receipt for this article toggle and click Save.

NOTE

• If you have configured in Settings, read receipts 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 acknowledgment enabled, readers will need to acknowledge the republished article again.

For articles with reader acknowledgment enabled, the acknowledgment information will be displayed at the top. Method 3: Enabling Read receipt in the settings

You can apply read receipt rules to entire knowledge base categories:

1. Navigate to the Settings () > Knowledge base settings > Read receipt in the Knowledge base portal.

   The Read receipt page will display any previously created rules.

2. Click Create rule.

3. In the Create read receipt rule panel, enter the rule name (up to 50 characters).

4. Choose the visibility option: Show or Hide.

NOTE

When creating rules, the order in which they appear determines which rule takes effect. You can create up to 20 rules per project and rearrange them as needed.

For example, if you have two rules for the same category:

• Rule 1: Enable the reader acknowledgment feature in Category A.

• Rule 2: Disable the reader acknowledgment feature in Category A.

If Rule 1 is in the second position and Rule 2 is in the third, Rule 1 will take effect first, provided both rules are set to "Show." However, if Rule 1 is set to "Hide," then Rule 2 will take effect, even though Rule 1 has a higher priority.

5. Select the desired categories to apply the read receipt.

6. If needed, assign the rule to specific reader groups.

7. Once done, click Create.

Read receipt overview page

The Read Receipt Overview page provides a detailed view of your configured rules:

1. Create Rule: Click to create a new read receipt rule for Knowledge base categories.

2. Rearrange Rules: You can rearrange the order of created rules. Rules are prioritized based on their sequence, with the first rule taking precedence.

3. Name: Displays the name of each read receipt rule.

4. Visibility: Indicates whether the rule is set to Show or Hide.

5. Rules: Displays the categories to which the rules are applied.

6. Dependency viewer: View and edit the categories where the rule is applied.

7. Edit: Hover over the desired rule to edit it.

8. Delete: To delete a rule, hover over it, click Delete, and confirm the action.

Reader acknowledgement in the Knowledge base site

1. Once the Read receipt configured, navigate to the desired article in the Knowledge base site.

   A small banner will appear at the top, stating "Your acknowledgement is required upon reading.”

2. Scroll down to the end of the article, select the checkbox to acknowledge, and then click Submit.

   Upon successful acknowledgement, a confirmation message will appear at the top of the article.

Acknowledgement r equired in the Knowledge base site

On the top-right side of the home page, you'll see an announcement () icon indicating the number of acknowledgements that need to be addressed. Click this to access the Acknowledgement required page.

On the left side of the Acknowledgement required page, you'll find filter options for workspace and acknowledgement status:

Workspace:

• Current Workspace: Filters articles only within the current workspace.

• All Workspace: Filters articles across all workspaces.

• Specific: Allows selection of specific workspaces for filtering.

Acknowledgement status:

• Required: Displays a list of articles that have not been acknowledged.

• Acknowledged: Displays a list of articles that have been acknowledged.

Monitoring Read receipt in Analytics

In the Analytics section, you can monitor the read receipt analytics:

1. Navigate to Analytics () > Articles in the Knowledge base portal.

   In the Top articles section, click View all.

   The All Articles page will appear, showing a field named Read Receipt, where you can see the acknowledgment details for each article.

FAQ(s)