Visibility levels explained

An article's visibility decides who can see it (once it is published). There are four levels, listed below in the order the system defines them, from most restricted to most open.

The four levels

• Internal — only agents. Never reaches the client portal or the public site.
• All clients (all_clients) — every authenticated portal contact.
• Specific clients (specific_companies) — only portal contacts of the companies you assign to the article.
• Public — the top rung: anyone on your public KB and every portal contact.

Public is a superset of all clients

A public article is also shown in-portal to logged-in clients. Public means “visible on the public site and to portal clients,” not “public instead of clients.”

Important constraints

Visibility only matters for published articles — drafts and items in review stay agent-only regardless of visibility. A public article must be assigned to a category. When you move an article away from specific clients, its per-company assignments are cleared automatically.