Problem:
There's nowhere on an article to leave a note for other editors. Anything an editor needs to know before changing an article has to live outside Intercom, where the person making the edit won't see it.
Examples of what a note would carry:
- Linked from the product. "This article is linked from inside our app, do not delete itβ
- Used by Fin configuration. "A procedure or guidance rule depends on this article. Check it before restructuring or removing sections."
- Owner or reviewer. "Technical content owned by the deployment team. Ask them before changing the steps."
- Change coming. "This behaviour changes in the next product release. Update it then, not before."
- Approved wording. "Legal approved the security and data handling wording. Don't reword it without sign-off."
- Deliberate choices. "Kept separate from the related troubleshooting article on purpose. Don't merge them." Or: "Restricted to a specific audience because it covers a paid feature."
- Known gaps. "Doesn't cover the sandbox case yet. A customer conversation shows the gap."
Why it matters:
More people are editing articles now, including through Fin's content recommendations, and Fin answers from these articles directly. An edit made without this context can break a link in the product or a procedure, or undo a decision someone made on purpose. Nobody finds out until a customer gets the wrong answer.
What we'd like:
An internal notes field on each article that teammates see in the editor and that is never published or used by Fin to answer customers. It would help further if the notes showed as a warning when someone edits a protected article, and if the API could read and write them so our own tooling can keep them current.