Turn the questions your team answers every day into clear, searchable help. Publish articles for customers, keep internal guidance close to your team, and choose the knowledge your AI can use.
A helpful article for a customer.Try another word, choose a different category or reset the filters.
Bring a colleague into your workspace.
A shared workspace is a good place to start. Invite the people who will help your customers, then give them the access they need.
Know where to change the details that matter.
Your workspace settings keep the details your team uses together. Start there when you need to update how the workspace is set up.
Get back into your account with a new password.
If you have forgotten your password, you can request a reset from the sign-in page.
Keep your name and personal details up to date.
Your profile helps colleagues know who they are working with. Keep the information you share with the team current.
Product example. Search, choose a category or open an article to explore.
Start with a question your team hears often. Write the steps clearly, add a useful title and excerpt, and publish an article customers can return to whenever they need it.
CodeInvite a colleague so your customers have more than one person to turn to.
Check the address before sending. It makes the next step easier for everyone.
Use headings, lists, links, emphasis, quotes and code to explain the answer. An excerpt helps readers know whether they’ve found the right guide before they open it.
Choose public or internal visibility, and use draft, published and archived states to manage the article as its purpose changes.
A draft stays out of public help. Read through the steps, check the details and decide who the article is for.
A published public article can appear in your enabled Help Centre. Internal visibility keeps an article with the team.
Archived articles leave public help. If an article was an AI source, its indexed content is removed from retrieval too.
A useful library needs a little order. Group articles into categories and subcategories, give each group a clear name and description, and arrange them in a sensible order.
Readers can browse a topic or search for words in an article’s title, excerpt and content. A question about an invitation should lead them towards the steps, even if they don’t know the name of the feature.
Set the Help Centre’s name and description, and add search titles and descriptions to individual articles. You also choose whether the base and its articles may be indexed by search engines.
The first few things to know.
Help with the details that let you in.
Some customers look for a guide before they ask. Others need it in the middle of a conversation. Give published help a home, then make it available in the places your customers already use.
Publish searchable articles with categories and individual links. Customers can browse, read and come back to the same guide.
Inside live chatEnable knowledge in your widget so visitors can search and read articles without leaving your website. They can ask the team if they still need a hand.
In your Support CentreBring published help into the Support Centre alongside the other support options you’ve enabled for your customers.
You control whether the public Help Centre and widget knowledge are enabled. Public help shows published articles with public visibility.
Keep both in the same knowledge workspace, with separate choices for article visibility and AI use. Publishing an article publicly and allowing AI to retrieve it are decisions you make.
A clear set of steps a customer can follow.
The checks your support team uses when a request needs a closer look.
Public and internal visibility determine whether a published article belongs in public help.
Enable or exclude articles from AI, and set a customer, agent or shared audience for eligible knowledge.
Agent Copilot’s Related Knowledge can use internal material. Customer-facing answers and reply suggestions use customer-safe evidence.
Give teammates useful references while they work through a customer’s question.
Explore Agent CopilotYou don’t have to rewrite every guide to make it useful to AI. Add supported public website content, documents or pasted text as knowledge sources, then choose their audience.
The source list shows whether content is queued, processing, ready or needs attention. Update an external source and sync it again when the information changes.
Published, AI-enabled articles are connected to this index too. Saving changes queues their knowledge update; moving an article out of publication or disabling AI removes its indexed content from retrieval.
Put knowledge to work with AIPublished articles you’ve enabled for AI.
A supported URL or a limited section of the same website.
Text-based PDF, DOCX, TXT and Markdown.
Useful notes, policies and answers you already have.
External sources provide knowledge for AI. Publish an article when you want that information to appear in your public Help Centre.
A few accurate, easy-to-find articles can already help. Build around the questions your customers bring, then keep improving the answers as your product and team grow.
Choose a repeated setup task, a policy people ask about or a detail that is easy to miss.
Give it a plain title, a short introduction and steps that lead to a useful result. Put it in the category a reader would expect.
Set its visibility, publish when it’s ready and decide whether it should also be available to AI.
No. Articles, categories, public search and widget self-service are useful on their own. AI is an optional way to use eligible knowledge, subject to your plan and workspace setup.
Yes. Internal visibility keeps an article out of the public Help Centre and customer knowledge results. When enabled for an appropriate AI audience, internal material can support teammate-only knowledge retrieval.
Yes. Categories support subcategories, descriptions and sort order. Readers can browse a topic and its child categories to find the published public articles within it.
Yes. Enable public help and widget knowledge to make published public articles searchable and readable inside the widget. Visitors can still start a conversation when they need more help.
Supported sources include AI-enabled published articles, public URLs, limited same-site website sections, pasted text and PDF, DOCX, TXT or Markdown files. For PDFs, use documents with selectable text. The source must finish processing before it is ready for retrieval.
Saving a published, AI-enabled article queues its knowledge update. Moving it to draft or archive, or disabling AI, removes the article’s indexed content from retrieval. Draft and archived articles are also excluded from public help.
AI eligibility is a separate article setting. A published article is indexed for AI when that setting is enabled; audience rules still govern who can retrieve it. You can publish useful public help while excluding it from AI.
Give what your team knows a useful home.