This section of the user guide is focused on locking knowledge base questions. To help you navigate the article we have broken it down into the following sections:

What is content locking?

Chatbot - Administrators can lock and unlock chatbot knowledge base content. A Content Locking toggle is available for Chatbot - Administrator users to lock content which will prevent Chatbot - Standard users from editing the knowledge base question. 

Who can lock/unlock content?

Users with Chatbot - Administrator access are able to lock/unlock knowledge base content in the General Library, Custom Questions, Question Templates, and Awaiting Review pages within their assigned office(s). 

Locked content prevents all fields from being edited by any user who is not a Chatbot - Administrator. Out-of-library (OOL) questions can be locked/unlocked by any Chatbot - Administrator, regardless of office access. 

Chatbot - Standard users are unable to edit locked content. These users must work with a chatbot - Administrator to edit locked content.

What happens when a knowledge base question is locked?

Locking a knowledge base question is considered editing the question and will be considered a custom question and will be moved to the Custom Questions page.

All chatbot users (administrator, standard, and limited) will have the ability to view the knowledge base question. The view page is read-only and has a unique URL that can be shared with other users. The view screen includes all information in read-only mode.

Locked content displays a lock icon on the Custom Questions and Awaiting Review pages next to the question. There is also a filter for locked content. When a Chatbot - Standard or Chatbot - Limited user hovers over the lock icon, a tooltip will display that says, “Content cannot be edited.” For Chatbot - Administrators, the displayed tooltip will say, “Content is locked."

If an expiration date is set on a locked question, the question will still expire on the set date.