An internal article is knowledge you write directly in Mando, rather than importing it from a website or a document. Use it for anything your agent needs to know that is not written down anywhere else: refund rules, escalation policies, the answer to the question your team gets every day.
When to write one
Internal articles are the right tool when the knowledge lives in someone's head, or when what is published on your website is not quite what you want the agent to say. They are private by default: you decide which apps may use them, and they are never shown to customers as pages.
Steps
Open the Content Library and go to the Sources tab.
Find the Internal Docs tile and create a new document.
Give it a clear title. Titles help you find it later and help the agent judge when the content is relevant.
Write the content. Short and specific beats long and general: one clear rule per article is easier for an agent to apply than a page covering ten topics.
Set which apps may use it, then save.
What you should see
Your article appears under Internal Docs on the Sources tab, and in the Content tab alongside everything else in your library. Once Mando has processed it, agents you shared it with can answer from it.
Writing internal articles your agent can actually use
One topic per article. An agent retrieves the most relevant piece of knowledge, so a focused article on refunds beats a general policies page that mentions refunds in passing.
Write the answer, not the context. State the rule plainly rather than explaining its history.
Say the quiet part. Exceptions and edge cases are exactly what your team knows and your website does not.
Frequently asked questions
Can customers see internal articles?
Not as pages. They are knowledge for your agents, not published content. If you want something readable by customers, publish it on a help center instead.
What is the difference from a snippet?
Snippets are short reusable pieces of text. An internal article is a fuller document. Use a snippet for a line you repeat, an article for a rule you explain.
Do internal articles count toward my plan?
Yes, they count as pages in your library like any other content.
Can I stop one agent using an article?
Yes. Sharing is per item, so you choose which apps may use each article and can keep one for the internal co-pilot only.