https://docs.document360.com/docs 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 ... Thu, 01 Oct 2026 08:45:28 GMT Analytics & insights > Search intelligence https://docs.document360.com/docs/eddy-ai-search-analytics https://docs.document360.com/docs/eddy-ai-search-analytics Ask Eddy AI is Document360's AI-powered assistive search feature that delivers instant, contextual answers directly from your knowledge base. When a user types a question, Eddy retrieves relevant content and synthesizes a direct, cited answer — instead of returning a list of links and leaving the user to read through each one. It is available on the knowledge base home page, the KB site search bar, and through the KB widget for embedded or third-party integrations. NOTE Ask Eddy AI is availabl ... Thu, 01 Oct 2026 08:45:11 GMT AI features > AI for knowledge base site > AI assistive search https://docs.document360.com/docs/ai-assistive-search https://docs.document360.com/docs/ai-assistive-search This article documents the internal security policies that govern how Eddy AI is built and operated, and how Document360 aligns with OWASP security standards for AI and LLM applications. Security Policies Document360 maintains a set of formal policies that apply to all systems, including Eddy AI. Below is a summary of each. Cryptography Policy Policy Owner: CEO Effective Date: March 1, 2024 Scope: All Document360 systems that store or transmit confidential data. Purpose: Ensure cryptography is ... Thu, 01 Oct 2026 08:44:54 GMT AI features > Getting started with Eddy AI > Eddy AI trust center https://docs.document360.com/docs/ai-security-policies https://docs.document360.com/docs/ai-security-policies The home page is the first page readers see when they visit your knowledge base site. A well-configured home page helps readers find what they need quickly, reflects your product's brand, and gives your knowledge base a look that matches your product instead of the default one. In Document360, the home page is fully customizable. You can build it using a set of content blocks, apply a pre-built theme, configure SEO settings, and preview changes before publishing. All home page customization is m ... Thu, 01 Oct 2026 08:44:46 GMT Site customization > Site layout designer > Site pages > Home page https://docs.document360.com/docs/home-page https://docs.document360.com/docs/home-page Moving an article relocates it to a different category or workspace. When you move an article, it is removed from its current location and placed in the destination. Unlike cloning, which creates a copy, or replicating, which creates a reference, a move is permanent. When to move an article An article was created in the wrong category and needs to be placed in the correct location. You are reorganizing your knowledge base and articles need to reflect the updated category hierarchy. You need to ... Thu, 01 Oct 2026 07:41:49 GMT Content management > Managing articles https://docs.document360.com/docs/managing-articles https://docs.document360.com/docs/managing-articles Once a variable is created, you can insert it into any article or category page using the merge code syntax, the toolbar (Markdown editor), or the slash command (Advanced WYSIWYG editor). Variables can also be translated so that when your articles are read in another language, the variable content matches. To create a variable, edit its content, check where it is used, or delete it, read Create and manage variables. Insert a variable into an article Choose the method that matches your editor. ... Thu, 01 Oct 2026 06:38:52 GMT Content management > Content tools > Variables https://docs.document360.com/docs/use-and-translate-variables https://docs.document360.com/docs/use-and-translate-variables Variables in Document360 are created and managed from the Variables page under Content tools. From this page you can create new variables, edit their content, check where they are used across your knowledge base, and delete them individually or in bulk. To insert a variable into an article or category page, and to translate variables, read Use and translate variables. The Variables page Navigate to Content tools () in the left navigation bar. Select Content resources > Variables in the left na ... Thu, 01 Oct 2026 06:35:24 GMT Content management > Content tools > Variables https://docs.document360.com/docs/variables https://docs.document360.com/docs/variables Renaming a file in Document360 Drive changes its display name without affecting the file itself. Its content, location, and CDN URL all stay the same, so any existing links or embeds continue to work. Keeping your file names clear and consistent matters as your Drive grows. Files often land with generic names like Screenshot_2026-09-23.png or system-generated ones like Copy of File (1).png. You can rename them anytime without breaking any article that references the file. For image files, you do ... Thu, 01 Oct 2026 06:28:18 GMT Drive & file management > Manage files https://docs.document360.com/docs/rename-a-file https://docs.document360.com/docs/rename-a-file Use the Document360 app in Zendesk to search for knowledge base articles, draft replies with Eddy AI, and create new articles without leaving the ticket panel. You can link or insert articles directly into your responses, so you can resolve tickets faster without switching tabs. This article explains how to use each of these options and how to remove the app from Zendesk. Search and share articles on ticket responses While responding to support tickets, you can use the installed Document360 app ... Thu, 01 Oct 2026 04:58:12 GMT Integrations, Extensions & Widgets > Zendesk https://docs.document360.com/docs/use-document360-in-zendesk https://docs.document360.com/docs/use-document360-in-zendesk Zendesk is a customer support platform that helps teams manage questions, complaints, and other service requests. Integrating Document360 with Zendesk gives your support agents direct access to your knowledge base from within the Zendesk console. Agents can search and share articles, create new knowledge base content, and get AI-powered article suggestions and drafted replies using Eddy AI, all without leaving Zendesk. Before you begin You need a Document360 project with admin access. You need ... Thu, 01 Oct 2026 04:56:54 GMT Integrations, Extensions & Widgets > Zendesk https://docs.document360.com/docs/zendesk https://docs.document360.com/docs/zendesk This article covers how to monitor and manage your Ask Eddy AI credit balance, purchase additional credits, and configure credit usage notifications. Managing credits One Eddy AI credit equals one question (prompt) asked by a user. Private notes The standard allocation is 1,000 credits per month. Checking your credit balance Go to Settings > AI settings > Eddy AI settings > AI search suite > AI assistive search to see your remaining credits. Only admins and owners can view this. NOTE Reach ... Wed, 30 Sep 2026 12:57:39 GMT AI features > AI for knowledge base site > AI assistive search https://docs.document360.com/docs/manage-ai-assistive-search https://docs.document360.com/docs/manage-ai-assistive-search 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 curr ... Wed, 30 Sep 2026 12:56:31 GMT Site customization > Article layout customization https://docs.document360.com/docs/follow-articles-and-categories https://docs.document360.com/docs/follow-articles-and-categories Custom email domain in Document360 lets you send notification emails to users and readers from a branded address such as support@yourcompany.com instead of the default product@document360.io. This makes notifications more personalized and improves recipient recognition and trust by displaying your organization's domain in every outgoing email. Setting it up requires adding MX and TXT records to your DNS provider so Document360 can send emails on behalf of your domain. When to use custom email d ... Wed, 30 Sep 2026 12:54:49 GMT Project administration & security > Notifications https://docs.document360.com/docs/send-notifications-from-custom-email-domain https://docs.document360.com/docs/send-notifications-from-custom-email-domain Document360 allows you to import Word documents (.docx) directly into your knowledge base. Instead of copying and pasting content manually, you can upload a Word file and have it converted into a ready-to-edit article in the Advanced WYSIWYG editor — preserving formatting, images, and hyperlinks in the process. You can import a Word file in two ways: As a single article The entire document is imported as one article. Learn more → As multiple articles The document is s ... Wed, 30 Sep 2026 08:24:54 GMT Content creation > Editor > Import article https://docs.document360.com/docs/import-from-word https://docs.document360.com/docs/import-from-word In Document360, you can add hyperlinks to text, images, and files within your articles or category pages. Links help readers navigate between related content, reach external resources, or jump to a specific section within the same article. Document360 supports four types of hyperlinks: Link type What it does Article link Links to an existing article within your knowledge base Heading / anchor link Links to a specific heading within any article External link Links to a URL outside your knowle ... Wed, 30 Sep 2026 06:03:59 GMT Content creation > Editor > Editor elements https://docs.document360.com/docs/links https://docs.document360.com/docs/links In Document360, Eddy AI works best when you give it clear, focused instructions. This guide covers practical techniques for writing better prompts, whether you are creating content, asking questions, or building out a knowledge base for your team or customers. Writing Better Prompts The following tips apply whenever you ask Eddy AI to generate or summarize content. 1. Be specific Vague instructions produce vague results. State exactly what you need, including length, tone, and focus. Example: " ... Tue, 29 Sep 2026 10:37:16 GMT AI features > Getting started with Eddy AI > AI writing best practices https://docs.document360.com/docs/prompt-engineering-tips https://docs.document360.com/docs/prompt-engineering-tips Document360 version 12.9.3 is now live, bringing a smarter, more connected way to manage your knowledge base. From renaming and reusing files without breaking existing references to escalating Eddy AI conversations to support, and working with Drive assets in AI capture, this release helps you get more done with less friction. Rename files in Drive Category: Drive | Feature Managing file names can be difficult when files are uploaded from different locations or reused across a project, especial ... Tue, 29 Sep 2026 05:25:00 GMT Help & Support > Release Notes https://docs.document360.com/docs/september-2026-12-9-3 https://docs.document360.com/docs/september-2026-12-9-3 The left navigation pane, also called the category manager, displays the article category tree on the left side of the knowledge base site by default. For some knowledge bases, particularly those with a focused single-article layout or a minimal reading experience, hiding this panel by default can reduce visual clutter and help readers focus on the content. This hides the panel completely, including the toggle to reveal it, so readers navigate only through search or direct links. When to use th ... Mon, 28 Sep 2026 12:08:56 GMT Site customization > Article layout customization > Tips & Tricks https://docs.document360.com/docs/how-to-hide-the-left-navigation-bar-in-knowledge-base-site https://docs.document360.com/docs/how-to-hide-the-left-navigation-bar-in-knowledge-base-site This guide walks you through publishing your first API reference in Document360, from uploading your spec file to a live, interactive developer portal. By the end of this article you will have: An API reference generated from your OpenAPI specification Your endpoints visible and browsable by developers The Try It! interactive console ready for live API testing NOTE API documentation is available on all paid plans. Each paid plan includes one API workspace. Additional workspaces can be purcha ... Mon, 28 Sep 2026 11:55:43 GMT API Documentation > Getting started with API documentation https://docs.document360.com/docs/getting-started-with-api-documentation https://docs.document360.com/docs/getting-started-with-api-documentation Document360's API documentation feature gives you a complete, end-to-end solution for publishing, managing, and testing API references. Whether you're a startup shipping your first public API or an enterprise maintaining dozens of internal microservices, Document360 turns your OpenAPI specification into polished, interactive developer documentation without requiring any custom tooling or manual formatting. The reader experience When you publish an API reference, developers land on an interactiv ... Mon, 28 Sep 2026 11:53:46 GMT Interactive decision tree > API Documentation https://docs.document360.com/docs/api-fundamentals https://docs.document360.com/docs/api-fundamentals