> ## Documentation Index > Fetch the complete documentation index at: https://docs.tied.com/llms.txt > Use this file to discover all available pages before exploring further. # Inserting help centre articles > Dropping a published article into a reply. Every article your team writes for the Help Center is also material a human agent can hand a customer directly, without leaving the conversation to go find it. ## What it does From the reply composer, search your Help Center content, then either insert it straight into the draft or preview it first to check it is the right one before committing. ## The gate is a connected Help Center The option only appears once the inbox you're replying from has a Help Center portal connected to it — no portal on that inbox, no button, nothing to switch on separately. This is a per-inbox gate, not an account-wide one: your account can have a portal configured and you can still see no button on an inbox nothing has linked it to. ## Only published articles belong in a reply The same `draft`, `published` and `archived` states that govern what your public Help Center shows apply here. A customer should only ever receive a published article — a draft is not ready for them to see, and an archived one is retired for a reason. See [Help Center](/help-center) for what each state means for visibility. ## Why this is worth doing at all The value is consistency, not convenience. The same article your AI agent answers `knowledge`-class questions from is the one a human agent hands out by hand — so a customer gets the same wording whichever side answered, instead of a human free-typing an answer that quietly drifts from the published version over time. If your team keeps hand-typing the same explanation instead of reaching for this, it is usually a sign the explanation belongs in the Help Center as its own article rather than staying folded into everyone's muscle memory. ## It sits next to macros and canned responses, not in place of them This is one more tool in the same composer, alongside [macros and canned responses](/inbox/macros) — reaching for an article does not mean giving up a macro's ability to also relabel or reassign a conversation in the same action. Use whichever is closest to what you actually need: a canned response for boilerplate you wrote yourself, an inserted article for something long enough that it already lives in the Help Center, and a macro when more than a message needs to happen. Because this happens without leaving the conversation, the customer's whole history stays visible while you search — there is no context switch to a separate Help Center tab and back, which matters given Tied threads every channel into one conversation per person rather than a queue of separate tickets. See [Inbox](/inbox). ## Next Where the content this page inserts actually comes from. Article states, and why publishing is also agent training. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.