Article or snippets: what's the difference?
Learn the difference between an article and a little snippet of content and when to use which type of content.
Short answer: an article is a full helpdesk piece you can show to the public on your help center. A snippet is a short, internal fact that Sarrai uses to answer questions, but that doesn't appear as a separate page.
When to use which
Use an article for explanations your visitors are meant to read themselves: a how-to, a frequently asked question, a procedure. A published article sits on your help center.
Use a snippet for a short fact that's useful to the AI but doesn't need its own page: an opening hour, a price, a name. In the content list you recognise snippets by the Internal label; articles show Published.
Good to know
Both feed the AI agent, if you allow it (see Available for AI Agent). The difference is mostly visibility: an article can be public, a snippet stays internal.
One thing to handle deliberately: a snippet is usable by the AI immediately once you save it. There's no publish or review step, and the AI checkbox is on by default. So whatever you type in a snippet, Sarrai can tell customers straight away. If you're preparing a snippet the AI shouldn't use yet, turn the AI checkbox off. And take note: converting an existing article to a snippet silently wipes its collections and pulls it off your public Help Center.
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See also
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