New Knowledge Base Content Not Appearing Immediately in the Kayako ATLAS Plugin

Overview

A newly published Help Center article can be visible in the Knowledge Base but still not appear immediately in the Kayako ATLAS plugin.

This behavior usually falls into one of these categories:

• The article is not yet eligible for ATLAS ingestion.
• The article is eligible, but ATLAS has not completed a later indexing cycle yet.

For an article to be available in ATLAS, the following conditions must be met:

• The article must be Published.
• The article URL must be accessible without signing in.
• The parent section/category must be Public.

If any of these conditions is not met, the article can exist in the Help Center while remaining unavailable in ATLAS.

Solution or Explanation

When a newly published article does not appear in ATLAS, first verify article eligibility before treating it as an indexing problem.

1. Confirm the article is eligible for ATLAS ingestion

Check all of the following:

1. The article status is Published.
2. The article URL opens successfully in a private or incognito browser session without requiring authentication.
3. The article’s parent section/category is Public.

If any of these checks fails, correct that issue first. ATLAS should not be expected to surface content that is unpublished, private, or under a non-public parent section/category.

2. Allow time for a later indexing cycle

If the article is eligible but still missing from ATLAS, allow time for a later indexing cycle and test again.

The confirmed product behavior from the reviewed materials is that ATLAS does not refresh content instantly at publish time.

An internal review associated with this behavior observed indexing activity on an approximately 4-hour cadence, but that timing was not confirmed as an official or guaranteed interval. It should therefore be treated as an observed pattern, not a documented SLA or fixed refresh duration.

3. Recheck ATLAS after waiting

After waiting for a later indexing cycle:

1. Ask ATLAS a question that should clearly match the new article.
2. Confirm that ATLAS now returns content consistent with that article.

4. If the article is still missing, verify URL structure and plugin configuration

If the article remains unavailable after waiting and the eligibility checks are all correct, verify that the ATLAS plugin is using the correct article URL structure.

In some environments, Help Center article URLs include a language segment such as:

/en-us/article/123-article-name

If ATLAS is configured with a different path structure than the one the Help Center actually serves, the article may not be discovered correctly.

Compare the real article URL in the Help Center with the article URL format configured in the ATLAS plugin and make sure they match.

5. Escalate when the article is eligible, enough time has passed, and the URL structure is correct

Escalation is appropriate when all of the following are true:

• The article is published.
• The article is publicly accessible.
• The parent section/category is public.
• The article URL structure and ATLAS configuration match.
• Sufficient time has passed for a later indexing cycle.
• ATLAS still does not return the article.

When escalating, include:

• The article URL
• The article publish status
• Confirmation that the article is publicly accessible
• Confirmation that the parent section/category is public
• A sample ATLAS prompt that should return the article
• The actual ATLAS response received

Example

An article published shortly after an indexing run may be fully visible in the Help Center but unavailable in ATLAS until a later refresh cycle completes. This is expected unless the article continues to be missing after eligibility and configuration have been verified.

Verification

The solution or explanation is validated when:

• The article is published and publicly accessible.
• The parent section/category is public.
• ATLAS returns content that reflects the newly published article after a later indexing cycle.

Additional Notes

• Help Center publication and ATLAS availability are not instantaneous equivalents.
• Do not describe the indexing interval as a guaranteed 4-hour cycle unless that timing is confirmed by authoritative product documentation.
• If the issue affects only certain articles, verify whether the real Help Center article URLs include a language code and whether the ATLAS plugin is configured to use that same structure.