A collection is a group of Articles that can either be public on your customer facing Brainfish site, or private for internal use.

Collections are an effective way to organize features or essential processes.

:::tip All Articles must be created within a Collection.

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Adding a new Collection

You can easily add a new Collection from the top right of the Articles page within Brainfish.

When creating a Collection, you can choose a name, icon (and internal icon color), Access level (Public on your customer facing site, or private).

Managing Collection Visibility and Permissions

You can control whether a collection is private to your team or publicly accessible through the help center and widgets.

To change a collection’s permissions:

1. Navigate to the Knowledge section from the main menu on the left.
2. Click on the data source that contains the collection you want to manage (e.g., Brainfish Articles).
3. From the list of collections, select the one you wish to update.
4. At the top of the collection page, you will see a button indicating the current permission status, either Internal or Public.
5. Click this button to open a dropdown menu.
6. Select Public to publish the collection to your live help center and widgets. Select Internal to restrict access to team members only.
7. The permission is updated automatically, and a confirmation message, Collection site permissions were updated, will appear briefly.

Troubleshooting: Public Help Center not showing a published collection

Overview

If articles are published in Brainfish but a collection (for example, Troubleshooting) is not fully visible in the public Help Center, the collection’s visibility and access settings are likely misconfigured.

Symptoms

A collection’s articles can be:

• Published and accessible via a direct Brainfish article link, but
• Missing or partially missing when browsing the public Help Center.

Cause

For a collection to appear in the public Help Center, it must meet both of these requirements:

1. The collection must be included in Knowledge Settings at the agent level.
2. The collection must be set to Public and have Global access.

Because of current state management, it’s possible to unintentionally remove a collection from public visibility by changing access settings (for example, selecting specific user groups).

Solution

1) Confirm the collection is included in agent Knowledge Settings

1. Open Knowledge Settings.
2. Review the agent-level configuration.
3. Ensure the affected collection (for example, Troubleshooting) is added/enabled for the agent.

2) Set the collection visibility and access correctly

1. Open the collection’s settings.
2. Set the collection to Public.
3. Confirm the collection has Global access.

Note: Currently, switching a collection to Public flips the Global access switch as well.

Additional information / gotchas

• Gotcha: A collection can be published but still not display publicly if it is not both (a) added in agent Knowledge Settings and (b) configured as Public + Global access.
• Planned improvement: The team identified the need for single state management to reduce configuration pitfalls. A potential future change is disabling specific user-group selection when a collection is public to prevent accidental removal from the Help Center or agent visibility.

Deleting a Collection

You can delete a Collection by navigating to the Collection you want to remove from the Articles page, then selecting Delete from the 3 dots in the top right.