Launch a Self-Service Help Center in Minutes
Most support questions repeat. The same ten questions arrive day after day, taking agent time that could go toward genuinely complex problems. A well-built Help Center lets customers find answers themselves — and when they can't, your agents are already better prepared because the customer has read the context first.
The Public Portal
Your Help Center is a standalone, public-facing website generated automatically from your content. It includes:
- A home page with your logo, a search bar, and category listings
- Category pages that group related articles together
- Article pages with full-text content, breadcrumb navigation, and a feedback widget
- Full-text search powered by your article content — customers type a phrase and get matching results instantly
The portal URL follows the pattern help.yourcompany.com when you configure a custom domain, or you can use the default subdomain provided at setup.
Article Management
Creating and maintaining articles is straightforward. Each article has:
- A title and slug for clean URLs
- A rich text body with support for headings, lists, code blocks, images, and callout boxes
- A category assignment for organisation
- A status — draft or published — so you can work on updates without affecting the live portal
Articles support multiple authors, so your entire support team can contribute. Edits go through a simple review step before publishing, preventing half-finished content from going live.
Categories and Structure
Organise your knowledge base with a two-level structure: top-level categories (e.g., Getting Started, Billing, Integrations) and articles within them. Each category can have a custom icon and description that appears on the portal home page.
You can reorder articles within a category by dragging them, which controls the display order in the portal. Featured articles can be pinned to the top of their category or to the home page for high-traffic content.
Search That Actually Works
The built-in search indexes every article on publish. Customers see results as they type, with the matching phrase highlighted in the result snippet. Search queries are logged, giving you a direct signal on what customers are looking for — including searches that returned no results, which is often the most valuable data for deciding what to write next.
Feedback and Analytics
Each article page includes a simple Was this helpful? prompt. Feedback is aggregated per article so you can see which articles are working and which need improvement.
The Help Center analytics dashboard shows:
- Views per article — which content gets the most traffic
- Search volume and top queries — what customers are searching for
- No-result searches — gaps in your content coverage
- Deflection rate — conversations opened after a Help Center visit, giving a rough measure of self-service success
Integration with the Inbox
The Help Center works alongside your support inbox, not in isolation. Agents can share article links directly from a conversation with a single click — search your knowledge base from the reply composer and insert a link without leaving the chat.
When a customer opens a new conversation from your live chat widget, the widget can automatically suggest relevant Help Center articles based on the page they are viewing, reducing first-contact volume before an agent is even involved.
Get Started
Enable the Help Center under Settings → Help Center → Enable. Create your first category, write a few articles, and publish. Your portal goes live immediately at your configured URL.