Following articles and categories in Document360 lets readers subscribe to specific content and receive email notifications whenever it changes. Readers can follow individual articles or entire categories, so they stay informed about new publications and updates without having to check the Knowledge base site manually. The follow options a reader sees depend on the project type and their access level.
When to use Follow articles and categories
Use this feature when you want readers to stay current on content that matters to them without repeat visits.
- A reader relies on a specific API reference or troubleshooting article and wants to know immediately if it changes.
- A reader wants updates across an entire product area, such as a release notes category, without tracking every individual article.
- You want to reduce support tickets caused by readers acting on outdated information.
Before you begin
Availability depends on the project type:
- Public projects: All users, including anonymous readers, can follow content. A pop-up prompts them to enter an email address for updates.
- Private projects: Only Reader accounts can follow content, since they are logged in and identifiable. Other users see only the Edit article option.
- Mixed projects: For public content, users can follow by entering an email or logging in as a reader. For private content, only Reader accounts can follow.
How to enable the Follow button
Enable the Show Follow button setting before readers can follow content from the Knowledge base site.
- Navigate to Settings in the left navigation bar of the Knowledge base portal.
- Navigate to Knowledge base site > Article settings & SEO. The Article settings page appears by default.
- In the Article header accordion, turn on the Show Follow button toggle.
The Show Follow button toggle is enabled by default for all Knowledge base sites.
The Follow button is now visible to eligible readers on the Knowledge base site.
How to follow and unfollow content
Follow a category
- Navigate to the desired category in the Knowledge base site.
- Click the More () icon.
- Click Follow category.
In Private and Mixed projects, the category is followed instantly. In Mixed projects, clicking Follow category redirects unauthenticated users to the login page.
Follow an article
- Navigate to the desired article.
- Click Follow ().
- For Public projects, the Follow this article panel appears. Enter your email to receive periodic updates.
- Click Follow. A confirmation message appears, and you'll receive an email notification whenever the followed article or category is updated.
Unfollow an article or category
Click Unfollow () on the article or category to stop receiving notifications.
Unsubscribe from email notifications
- Open a Follow articles and categories email notification.
- Click Unsubscribe in the email. The Unsubscribe from Email Updates page appears.
- Choose one of the following options:
- Unsubscribe from this article: Stop receiving updates for that specific article.
- Unsubscribe from all articles: Stop receiving updates from all articles in the project.
- Click Unsubscribe. If you're not logged in to the Knowledge base site, you're redirected to the login page. Once logged in, the corresponding article or category is unfollowed automatically.
Scope and limitations
Document360 sends an email notification when:
- A new version of an article or page category is published.
- A new article, page category, or replicated article is published.
- An article or page category is republished.
- A published article is unhidden or recovered from the recycle bin.
- The next version of an article is published through Zapier or Crowdin integration.
- The next version of an article is published through the API endpoint.
Document360 does not send a notification when:
- An article or category is deleted.
- An article or category is hidden.
- The next version of an article is hidden.
- An article is reordered or moved to another category.
- The reader doesn't have view access to the article or category on the Knowledge base site.
| Limit | Value | Notes |
|---|---|---|
| Notification delay | Up to 30 minutes | Applies after any qualifying update |
| Category follow depth | Up to 6 levels | Covers all sub-categories and associated articles |
Document360 does not capture or store reader group information from the JWT token. As a result, JWT-authenticated readers may continue to receive follow and unfollow notification emails for content that later becomes restricted. When they click through, they're correctly redirected to the Access denied page. This affects only the notification flow and does not impact access control or security.
Best practices
- Confirm the Show Follow button toggle is on before announcing the feature to readers, since it's enabled by default but can be turned off.
- Encourage readers to follow categories instead of individual articles when they need broad coverage of a product area, since category follows include all sub-categories up to 6 levels deep.
- Set an email domain in Settings > Knowledge base portal > Notifications > Email domain so notification emails don't default to support@document360.com.
- For JWT-authenticated audiences, confirm each reader has a valid email linked to their profile, since the Follow button does not appear for non-personal or random account identities.
FAQ
How do readers configure their email domain for notifications?
The reader receives all emails from the domain configured in {{variable.Settings}} > {{variable.Knowledge base portal}} > {{variable.Notifications}} > {{variable.Email domain}}. By default, emails are sent from support@document360.com if no domain is configured.
How do I customize the 'Follow' button label?
Change the Follow variable name in {{variable.Settings}} > {{variable.Localization n Workspaces}} > Localization variables > Article header. Enter the desired name in the Follow field and click Save.
How do I unfollow a category?
Navigate to the category, click the More (ellipsis) option, then click Unfollow category to stop notifications. A confirmation message appears.
Is the Follow article feature available for JWT users?
Yes. JWT-authenticated readers can follow and unfollow articles or categories the same way as readers logged in via SSO. The Follow button is not visible when the Knowledge base site is launched using a non-personal or random account identity, and JWT users must have a valid email linked to their profile.