Notes and the editor

Notes are knowledge you write inside Records Labs: articles, guides, and FAQs, under Knowledge → Notes. Contributors and above can write notes; Editors, Admins, and Owners can approve them.

A note's lifecycle

A note is always in one of these states:

Private (shown as Personal in the editor) — just yours. Nobody else sees it, and it only informs your own chats. It is never used by the widget, Slack, email, or the API.
Draft — being written. Drafts are not used in answers.
In review — waiting for an Editor in Knowledge → Review.
Published (shown as Approved in the editor) — reviewed, usable in answers, and publishable to a Help Center.

The Notes list filters on All, Private, Drafts, In review, and Published.

Moving between states:

Start with New note. If the Private filter is on, the note starts as a personal note.
The header button saves your work: Save draft or Save note for a new note, Update draft while it is a draft, and Publish changes once it is approved.
Open Sharing & classification and go to Review & publish. Approvers see Save & publish. A personal note offers Save as draft, which moves it into your team's review flow.
Approvers can also click Approve now on the Help Center card in the right rail, or switch the status chip between Draft and Approved.

Reviewers work the queue at Knowledge → Review with Approve, Request changes, Reject, and Approve & publish.

Writing

Type, or press / for blocks. Hovering a block shows a drag grip and a +.

Slash menu blocks: Text, Heading 2, Heading 3, Heading 4, Bulleted list, Numbered list, Task list, Quote, Divider, Reference a document, Toggle, Callout, Code block, Table, Image, Video, and Button.

Selecting text opens a toolbar with Turn into (Text, Heading 2–4, Quote, Callout), Bold, Italic, Underline, Inline code, Link, Undo, Redo, and Rewrite. Inside a quote you can also pick a Quote style.

Details worth knowing:

Tables start at 3 by 3 with a header row. A floating toolbar adds or removes rows and columns; drag column borders to resize. Cells hold text and lists.
Images can be uploaded, dragged in, or pasted: PNG, JPEG, WebP, or GIF up to 10 MB, with resizing, captions, alt text, and alignment or text wrap.
Callouts come in Note, Tip, Warning, Success, and Caution. Toggles are collapsible sections, the natural FAQ shape.
Task lists are flat checklists; typing [ ] or [x] starts one.
Code blocks highlight bash, CSS, JavaScript, JSON, Markdown, Python, SQL, TypeScript, XML, and YAML.
Markdown shortcuts work as you type (##, **, -, 1., >, ---), and pasted Markdown is converted to formatted blocks.
Links to other knowledge: type [[ or @ to reference a note, document, or record, or pick Create note '…' to create and link a new draft. The right rail shows Outline, Suggested links, and Referenced by.
Video embeds YouTube, Vimeo, Loom, or Wistia links. Button is a link styled as a button.

AI help while writing

Rewrite on the selection toolbar offers Rewrite, Tighten, Expand, Fix spelling & grammar, Fix tone (Friendly, Formal, Direct, Simpler), and Custom instruction. The suggestion appears inline with Accept and Discard; accepting is one undo step. Selections are limited to 6,000 characters, and bold or links inside them are not preserved. Each rewrite costs 0.25 credit, charged only when a result comes back.
The header AI menu adds Write with AI… (draft a passage from a prompt) and Proofread note (the whole note, skipping code).

Autosave, drafts, and versions

Autosave keeps your edits in a private working copy: it saves about a second after you stop typing, at least every 8 seconds, and when you leave the tab. The header shows Saving…, Saved, or Offline — stored on this device. What readers, answers, and the Help Center see changes only when you publish.

If the same draft is changed in another tab or by another editor, a banner offers Reload or Keep my copy; there is no live co-editing.

The ⋯ menu holds Version history, Discard draft (back to the last saved version), and Delete note. Version history lists every published version with Compare and Restore this version. Restoring keeps the current content in history and records a new "reverted" version, so it is reversible. Editors and the note's owner can restore.

Deleted notes go to Library → Trash, where they can be restored.

The notes tree

The rail on the left of the Notes page shows notes as a tree. Drag a note to reorder it or nest it inside another; a note can hold other notes, which is how folders work here. Row menus offer Rename, New note inside, and Delete.

A note created inside a parent copies the parent's access, sensitivity, External Channels, category, team, and tags. Moving a note under a new parent asks Match this note's sharing to its new location? with Keep sharing as is or Match sharing.

On the list, Search notes… matches titles and Search inside notes searches full contents. Select several notes to Publish, change Access & classification, or Delete them in bulk.