This is a feature that allows Business customers to upload Knowledge and Voices that are private to them (and the Admin) for increased security and organization. These private assets can then be shared with the workspace in its entirety or specific Groups if desired.
This is limited to business plans only.
Adding a Private-to-User Knowledge or Voice
On the Knowledge and Brand Voice pages, when you add an item, you can now easily set its visibility:
By default, Knowledge and Brand Voices are public to the Workspace, but you can toggle this off to make it private to yourself and workspace admins.
Sharing/Editing Knowledge or Voice Privacy
To adjust the privacy of Knowledge or Voice items or assign them to a Group, click the ‘...’ icon and select ‘Share’. From there, you can share with a Group or change visibility between private and public as needed.
Visibility Column on Knowledge and Voice Pages
A new ‘Visibility’ column shows whether items are private, shared with one or multiple Groups, or public. To change an item's visibility, click the ‘...’ icon, select ‘Share’, and adjust settings accordingly.
In descending order as pictured above:
- Private to Group
- Public to Workspace
- Visible to Multiple Groups
- Private to Me
FAQs
Can admins view all knowledge, even if privately added?
- Yes, admins, alongside the user who added it, can view private Knowledge or Voices.
Can an admin control the ability to add private knowledge?
- Yes, on the Permission settings page, if the toggle is on for Knowledge and Voices, then only Admins or Managers will be able to add new Knowledge or Voices, private included.