Knowledge base and help center

The knowledge base holds your help articles, grouped into collections. Published articles appear in your public help center, which customers browse and search, and which the chat widget links to. Each brand has its own help center at /help/<brand slug>.

Open Knowledge base in the sidebar.

1. New article: start a blank article.
2. Draft from tickets: let Ollie write a first draft from solved conversations.
3. View help center: open the public help center in a new tab.
4. Collections: broad topics such as “Getting started” or “Billing”, with their article and draft counts. New collection adds one.
5. Filter and search: one brand’s articles (once you have more than one brand), all articles, only published ones, or only drafts, and search.

Write an article

1. Make a collection

   Click New collection, give it a Name, and a Description that shows under its title in the help center. With more than one brand, pick its Brand: All brands shows it in every help center.

   

2. Write the article

   Click New article. Pick its collection at the top, then write a title, a one-line summary for search results, and the body. Use headings so readers can scan, and drop images straight into the text.

   

   1. Collection: where it appears in the help center.
   2. Title and summary: the summary shows in search results and collection lists.
   3. Toolbar: headings, bold, italic, strikethrough, links, lists, quotes, code and images.
   4. URL: the article’s address in the help center. Changing it breaks old links.
   5. Save and more actions: a new article has Save draft and Publish instead.
   6. Brand: which help centers show the article. It follows its collection when the collection belongs to a brand.

3. Publish it

   Click Publish and the article is live in the help center and its search. To take a published article down, open more actions and choose Unpublish: it goes back to being a draft.

   

Good to know

• Drafts are visible only to your team. Only published articles are ever shown to customers.
• Each published article counts its views, and the page’s Views tile names the most read one.
• Article bodies are sanitized before they are stored, so only safe formatting reaches readers.

Draft an article from tickets

When the same question keeps coming in, let Ollie turn the answers into an article. Click Draft from tickets, add up to 10 tickets that answer the question, or describe the topic, then click Draft article.

The draft fills the editor; nothing is saved or published until you do. On Cloud it costs about $0.05 from the AI balance (see AI features). You can also ask Ollie to draft one from recently solved tickets.

The help center

Each brand’s help center lists its collections, popular articles and a search box. Only published articles are shown.

Turn it on for a brand

1. Open the brand

   Go to Settings, Brands and widgets, choose the brand, and open its Help center tab.

2. Publish it and set its look

   Turn on Published, set a Title, and copy the Public link to share it. The path after /help/ is the brand’s slug. Add a help center logo and favicon under Look.

   

Articles and brands

A collection or article can belong to one brand, or to every brand:

• A brand’s help center shows its own collections and articles, plus the ones shared by every brand.
• An article in a collection that belongs to a brand belongs to that brand too.
• The default brand’s slug is the workspace’s, so links to the help center from before you added brands keep working.

New collections and articles are shared by every brand. To give one to a single brand, pick it under Brand in the collection’s dialog or the article’s settings. Collections and articles of one brand carry its name in the knowledge base, and the brand filter above the list shows what one brand’s help center has. The Knowledge base API sets the same thing as brand_id.

Using articles in the inbox and the AI

• Global search in the inbox finds articles alongside tickets and contacts, so agents can link a customer to the right answer. Combine this with saved replies for common questions.
• AI drafts cite the most relevant articles of the ticket’s brand.
• The AI agent answers chat and email from published articles, along with any other knowledge you add.

Related

• Brands and widgets
• Knowledge base API
• Public help center API