Support hours, pricing, contact numbers and policy dates get repeated across dozens of articles, and updating them one at a time is where accuracy goes to die.
Dynamic content lets you write a value once in the Knowledge Hub and reference it from any article. Change it in one place and every article that uses it updates — on your Help Center, in the Messenger, and in Fin’s answers.
Each piece of dynamic content can hold a different value for each brand and each language your workspace supports, so one reference can show the right phone number to a French reader on one brand and a different one to a German reader on another.
Note: Dynamic content is in open beta and may not be available in every workspace yet. If you'd like access, get in touch with us through the Messenger.
Create a piece of dynamic content
Dynamic content is located in the Knowledge Hub, inside the Create Content section.
Give it:
Name — how you’ll find it in the picker later, for example Support hours or Refund window. Names must be unique in your workspace.
Content type — chosen when you create it, and fixed after that:
Inline — plain text that sits inside a sentence, like a phone number or a price.
Block — a full piece of article content that renders as its own block.
Value — the content itself.
Note: Pick the content type carefully. You can’t switch a piece of dynamic content between inline and block after it’s created.
Add values for each brand and language
A piece of dynamic content holds one or more variations. Each variation is a value for one combination of brand and language.
In the editor, Brand and Language are each a dropdown — the same control you use to pick a language in the article editor. Picking a brand or language that doesn’t have content yet creates that variation for you, so one control both adds and switches.
Each row shows a status dot telling you whether that brand and language combination already has content.
The brand-agnostic value is labelled with your workspace name.
To remove a brand or language, use the trash button beside its dropdown.
You can’t save until the default value — no brand, your default language — has content. Everything else falls back to it.
Which value a reader sees
For each reader, we look for the first value that matches, in this order:
Their brand, in their language.
Their brand, in your default language.
The default (no brand), in their language.
The default (no brand), in your default language.
So a missing translation for a brand falls back to that brand’s default language before it falls back to the workspace default.
Note: A Help Center owned by your default brand always shows the default value, because the default brand has no separate brand record to hold a value against. Per-brand values apply to Help Centers and Messengers belonging to your other brands.
Add dynamic content to an article
Open an article in the editor and click the bolt icon in the toolbar to open the picker, then choose the piece of dynamic content you want.
Inline content is inserted into the sentence you’re writing.
Block content is inserted as its own block, and shows a preview card in the editor with the default value so you can see what readers will get.
Nothing is copied into the article — the article only stores a reference. That’s what makes one edit update every article.
Edit or delete dynamic content
Go to Knowledge > Create content > Dynamic content and open the piece you want to change.
Editing a value updates every article that references it. There’s nothing to re-publish per article.
Renaming it doesn’t break any article that uses it.
In order to delete dynamic content, each reference must be removed from each article it is used in. After each reference is removed from all articles, the delete button will then all you to delete that dynamic content If there are still live references, a filter link will appear after clicking Delete.
Note:
Deleting is not reversible. Articles that referenced the deleted content will render without it, and you’ll need to insert a new reference to restore it.
Dynamic content can't be deleted while any article still uses it. Remove every reference first — both dynamic content blocks and inline tags — across all articles that use it, including their translations. Once no article references it, you can delete it.
Where readers see dynamic content
The right value is worked out each time an article is shown, so it’s consistent everywhere the article appears:
Your Help Center — the value for the brand that owns the Help Center, in the reader’s language.
Articles in the Messenger — the value for the brand the Messenger is running as. Switching language on an article keeps the reader in the Messenger, signed in, and on the same brand.
Fin’s answers, and the articles Fin cites — both show the value for the brand of the conversation, so the answer and the article behind it agree.
Dynamic content in Operator
If an article uses dynamic content, Operator sees the text your readers see, not the underlying reference. So you can ask Operator to help with an article's wording, and the change it suggests will show your dynamic content exactly as it appears in the editor — as a dynamic content block or an inline tag.
Operator can't change what a dynamic content says. That text comes from a single value stored in your Knowledge Hub and shared across every article that uses it, so it can't be edited from inside an article. If you ask Operator to reword it, Operator will let you know and point you to Knowledge Hub > Dynamic content, where you can update the value once for every article using it.
Operator can remove a dynamic content from an article. If you ask it to, Operator will suggest deleting the block or inline tag. This removes it from that article only — the dynamic content stays in your Knowledge Hub, and any other articles using it are unchanged.
Operator uses your default value. Where a dynamic content has different versions for different brands, Operator uses the default one, in the article's own language.
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