https://docs.document360.com/docs Custom CSS in Document360 lets you apply your own CSS code to change the visual appearance of your knowledge base site beyond what the built-in Site customization settings offer. You write CSS rules directly in the portal, and they are applied globally across your entire knowledge base site. This is the right tool when you need precise control over typography, colors, spacing, table styles, image alignment, or any other visual element that cannot be configured through the standard settings. Whe ... Wed, 09 Sep 2026 07:46:06 GMT Site customization > Custom code https://docs.document360.com/docs/custom-css https://docs.document360.com/docs/custom-css Document360 v12.9.1 is now live with new ways to understand your readers and improve your knowledge base. Get deeper insights into Eddy AI usage, identify unanswered queries and why they go unanswered, and manage customer feedback with more flexibility. The release also includes redesigned status icons, along with several platform improvements and performance enhancements. Features and enhancements Advanced Eddy AI Analytics Category: Analytics | Enhancement You can now dive deeper into how rea ... Mon, 07 Sep 2026 13:37:24 GMT Help & Support > Release Notes https://docs.document360.com/docs/september-2026-12-9-1 https://docs.document360.com/docs/september-2026-12-9-1 Article status shows the current state of each article in the knowledge base portal. Each status is represented by a colour-coded icon displayed next to the article name in the left navigation pane, so you can identify what needs attention without opening each article individually. NOTE Article status applies to both articles and category pages. Hover over any status icon to see the article version, contributor details, and the date of the last action. When to use article status Quickly iden ... Mon, 07 Sep 2026 13:35:11 GMT Content management > Managing articles https://docs.document360.com/docs/article-status https://docs.document360.com/docs/article-status Review reminders alert team members when an article is due for review, helping you keep knowledge base content accurate and up to date. When a published article reaches its review due date, it enters a Stale state. A red dot indicator appears next to the article in the category tree and a Stale badge appears in the editor. Review reminders help you flag articles for periodic review so your knowledge base always reflects the latest information. You can trigger a reminder immediately or set it to ... Mon, 07 Sep 2026 13:35:11 GMT Collaboration & tasks https://docs.document360.com/docs/review-reminders https://docs.document360.com/docs/review-reminders The Article feedback manager in Document360 is a tool that helps you track, evaluate, and respond to reader feedback on articles and categories in your knowledge base. It gives your team a single place to view, assign, and act on reader input, making it easier to maintain accurate and relevant content. The Article feedback manager has two tabs: Feedback: Collects feedback specific to articles or categories in your knowledge base. Unanswered queries: Captures feedback when readers find no result ... Mon, 07 Sep 2026 11:05:32 GMT Collaboration & tasks > Feedback management > Article feedback https://docs.document360.com/docs/article-feedback https://docs.document360.com/docs/article-feedback Custom fields let you attach additional structured data to articles, page categories, decision trees, and API documentation. Instead of relying only on default metadata such as tags, SEO title, or description, custom fields let you define your own fields and capture information specific to your documentation workflow. For example, a product documentation team may want to add fields such as Product version, Feature owner, Release status, or Content review date. These fields are created at the pro ... Mon, 07 Sep 2026 11:05:30 GMT Content management https://docs.document360.com/docs/custom-fields https://docs.document360.com/docs/custom-fields Labels help streamline content management and organisation within the knowledge base portal. Using article labels, you can sort, filter, and categorise articles efficiently. For example, if you need to filter release notes to perform updates or review them, use the label filter in the All articles () page to locate those articles quickly. NOTE Article labels are only available in the knowledge base portal and are supported across all plans. Labels are not supported in API endpoints. When to u ... Mon, 07 Sep 2026 11:05:30 GMT Content management > Article optimization https://docs.document360.com/docs/adding-article-labels https://docs.document360.com/docs/adding-article-labels Search visibility controls in Document360 let you decide where a published article appears: in external search engines, the knowledge base search bar, or Eddy AI assistive search. Each control is independent, so you can configure exactly which channels an article is visible in without affecting the others. Search visibility does not restrict access to an article. An article excluded from all three search channels is still accessible to anyone with a direct link or who navigates to it through you ... Mon, 07 Sep 2026 11:05:30 GMT Content management > Article optimization https://docs.document360.com/docs/excluding-articles-from-searches https://docs.document360.com/docs/excluding-articles-from-searches The Eddy AI - Assistive Search analytics page gives you a complete picture of how readers interact with Eddy AI across your knowledge base, tracking conversations, query volumes, answered and unanswered searches, and reader feedback. Use this page to identify content gaps, measure AI search effectiveness, and take targeted actions to improve your documentation coverage. {{snippet.Eddy supported languages}} NOTE Advanced Eddy AI analytics adds unanswered query scope analysis, topic topics, taxo ... Mon, 07 Sep 2026 11:05:30 GMT Analytics & insights > Search intelligence https://docs.document360.com/docs/eddy-ai-search-analytics https://docs.document360.com/docs/eddy-ai-search-analytics Attachments let you add downloadable files to an article so readers can access supporting documents, templates, or reference materials directly from the knowledge base site. Attachments appear near the table of contents and tags section on the article page. When to use attachments Add attachments to an article when: The article references a file that readers need to download, for example a CSV template, a configuration file, or a sample document. The supporting material is too long or complex ... Mon, 07 Sep 2026 11:05:30 GMT Content management > Content tools https://docs.document360.com/docs/attachments https://docs.document360.com/docs/attachments The status indicator is a small badge that appears near the article title on the knowledge base site, signalling to readers whether an article is new, has been recently updated, or has a custom status. It helps readers quickly identify fresh or changed content without reading through the article itself. There are three possible statuses: New, Updated, and Custom. When to use the status indicator Use the status indicator when you want to draw readers' attention to recently published or updated c ... Mon, 07 Sep 2026 11:05:30 GMT Content management > Content tools https://docs.document360.com/docs/status-indicator https://docs.document360.com/docs/status-indicator Article GEO/SEO in Document360 lets you configure a meta title, slug, and meta description for each article so that search engines can accurately discover, index, and display your content — and so that AI agents can retrieve and cite it accurately. Without these settings, search engines fall back to the article title and auto-generated content, which may not represent the article accurately in results. When to use article SEO You want your knowledge base articles to appear in Google, Bing, or ... Mon, 07 Sep 2026 11:05:30 GMT Content management > Article optimization > GEO/SEO https://docs.document360.com/docs/article-seo https://docs.document360.com/docs/article-seo The Unanswered queries tab in the Article feedback manager captures feedback submitted by readers who searched for something in your knowledge base and received no results. Each entry reveals a gap between what your readers expect to find and what your content currently covers. Managing these entries helps you close content gaps, improve keyword coverage, and make your knowledge base more discoverable. Accessing the Unanswered queries tab Navigate to Feedback manager () in the left navigation ... Mon, 07 Sep 2026 11:05:30 GMT Collaboration & tasks > Feedback management > Article feedback https://docs.document360.com/docs/manage-unanswered-queries https://docs.document360.com/docs/manage-unanswered-queries Article preferences let you control per-article display and interaction options from the knowledge base portal. Settings are split into two groups: options that affect the editor experience in the portal, and options that affect how the article appears and behaves on the knowledge base site. When to use preferences Adjust article preferences when you need to enable or disable specific display or interaction options for a particular article without changing the global project settings. For examp ... Mon, 07 Sep 2026 11:05:30 GMT Content management > Content tools https://docs.document360.com/docs/preferences https://docs.document360.com/docs/preferences By default, Document360 generates a slug from the article title when an article is created. For example, an article titled "This is a really good content" gets the slug /this-is-really-good-content appended to your knowledge base URL. You can change the slug at any time from the article editor. NOTE Changing an article title does not automatically update the slug. The two are independent once the article is created. Change the article slug There are three ways to change an article slug. From ... Mon, 07 Sep 2026 11:05:30 GMT Content management > Article optimization > GEO/SEO https://docs.document360.com/docs/changing-the-url-of-an-article https://docs.document360.com/docs/changing-the-url-of-an-article The Article feedback manager in Document360 collects two types of reader input: direct feedback on articles or categories, and queries that returned no search results. Understanding both types helps your team identify not only what readers found unhelpful, but also what they were looking for and could not find. This article explains how readers submit each type of feedback from the knowledge base site and what is captured in the portal. How readers submit article feedback At the end of each art ... Mon, 07 Sep 2026 11:05:30 GMT Collaboration & tasks > Feedback management > Article feedback https://docs.document360.com/docs/feedback-manager-overview https://docs.document360.com/docs/feedback-manager-overview Related articles are links to other articles in your knowledge base that appear at the bottom of an article on the knowledge base site. They are selected by the article author and help readers navigate to content that is relevant to what they have just read. NOTE Only published articles can be added as related articles. Related articles appear on the knowledge base site only. They do not appear in the knowledge base widget. When to use related articles Add related articles to guide readers t ... Mon, 07 Sep 2026 11:05:30 GMT Content management > Article optimization https://docs.document360.com/docs/related-articles https://docs.document360.com/docs/related-articles Managing article feedback in Document360 means reviewing reader-submitted likes, dislikes, and comments on your knowledge base articles, then assigning, updating, and resolving those feedback items as a team. The Feedback manager gives you the tools to triage feedback, track resolution progress with status labels, communicate internally through discussions, and notify readers when their concern has been addressed. Respond to article feedback Navigate to Feedback manager () in the left navigati ... Mon, 07 Sep 2026 11:05:30 GMT Collaboration & tasks > Feedback management > Article feedback https://docs.document360.com/docs/manage-article-feedback https://docs.document360.com/docs/manage-article-feedback Managing Eddy AI answered queries feedback allows you to review reader responses to Eddy's search results, assign feedback items to team members, and track their resolution progress. The Answered queries tab in the Eddy AI {{variable.Feedback manager}} is where you action this feedback, update statuses, and communicate with readers who have requested a follow-up. Keeping answered query feedback well-managed helps you continuously improve the quality and relevance of your knowledge base content. ... Mon, 07 Sep 2026 11:05:30 GMT Collaboration & tasks > Feedback management > Eddy AI feedback https://docs.document360.com/docs/manage-eddy-ai-answered-queries https://docs.document360.com/docs/manage-eddy-ai-answered-queries The Answered queries and Unanswered queries tabs in the Eddy AI {{variable.Feedback manager}} give you a complete picture of how readers are interacting with Eddy AI search in your knowledge base. The Answered queries tab tracks feedback on responses where Eddy returned a result, helping you evaluate relevance and usefulness. The Unanswered queries tab captures feedback when Eddy returns no results, revealing gaps in your content or keyword coverage. Together, these two tabs are the primary tool ... Mon, 07 Sep 2026 11:05:30 GMT Collaboration & tasks > Feedback management > Eddy AI feedback https://docs.document360.com/docs/eddy-ai-feedback https://docs.document360.com/docs/eddy-ai-feedback