Help Center
The widget's Help tab — articles, folders, tags, reactions, and the AI knowledge base
The Help center (/{org}/web/help) backs the widget's Help tab: a searchable knowledge base of articles organised into folders and tagged for filtering. Published articles also feed the AI assistant.
If no widget exists yet, opening this page as a Standard+ admin auto-provisions one.
Write an article
- Open Help and click New article.
- Fill the title and body (rich text). Optionally pick a folder and add tags.
- Save as a draft, or set the status to published to make it live.
Published articles appear in the widget's Help tab and are indexed for the AI assistant.
Folders
A folder tree organises articles hierarchically. Create, rename, move, or delete folders; the widget's Help tab mirrors the structure. Selecting a folder filters the list, and a recursive option includes sub-folders.
Tags
Tags (/{org}/web/help/tags) are a cross-cutting taxonomy for filtering articles independently of the folder structure.
Filter & bulk-edit
The filter bar combines folder (with recursive), status, tag, translation state, and a search box. Tick multiple articles to reveal the bulk actions bar — publish, move, or delete them together.
Reactions
Visitors can react to articles. Reaction sets are managed from the Reactions modal (the Help default is 👍 / 👎). Per-article counts can be surfaced in the widget via the Show reaction counts messenger toggle. Each visitor gets one vote per article.
Visibility & locale fallback
- An article shows in a given widget only if both the article and its folder are scoped to that widget. An article scoped to no widget is AI-only — indexed for the assistant but never displayed.
- Untranslated articles follow the widget's
contentLocaleFallbacksetting.
The AI knowledge base
Published help articles are automatically sliced into knowledge chunks (text + embeddings) used by the AI assistant for retrieval and semantic answers. This happens automatically — you don't edit chunks directly.
Importing from elsewhere
You can mirror an existing knowledge base in automatically via RSS or webhook push — see Content ingestion.
Roles
Admin / Owner / Editor have full edit access. Agents are view-only.