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Help Articles let you publish self-service content that visitors can read directly inside the widget Help tab. Use this screen when you want to give visitors curated articles to browse, in addition to asking the assistant questions. Help articles are managed under Reference Documents, but they serve a different purpose from your other reference content: instead of feeding answers behind the scenes, they are shown to visitors as readable articles in the widget.

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What you can do here

The Help Articles screen lists every article for the selected domain. Common columns include:
  • Title
  • Status: Published or Draft
  • Updated: when the article last changed
  • Actions: edit or delete an article
If no articles exist yet, the screen prompts you to create your first one to start populating the widget Help tab.

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Creating and editing an article

Choose New to create an article, or edit an existing one. Each article has:
  • Title: the heading visitors see in the Help tab
  • Excerpt: a short summary shown in the article list. If you leave it blank, the first paragraph of the content is used automatically.
  • Content: the full article body, written in the rich text editor. Formatting is sanitized on the server before it is published.
  • Published: a toggle that controls whether the article is live in the widget
Save the article when you are done. Draft articles are not shown to visitors until you publish them. You can mark selected articles as featured so they are surfaced more prominently in the widget Help tab. Use featured articles to highlight your most important content, such as getting-started guides, popular questions, or current announcements. Keep the featured list short so the most useful articles stand out.

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Publishing workflow

  1. Create the article and write its content.
  2. Add a clear title and, optionally, a short excerpt.
  3. Keep it as a draft while you review the wording.
  4. Turn on Published when the article is ready for visitors.
  5. Mark your most important articles as featured.
  6. Edit or unpublish articles as your content changes.

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Content guidance

  • Keep articles factual, current, and easy to scan with short sections.
  • Write for visitors, not for internal teams, and avoid internal shorthand.
  • Do not include passwords, private credentials, payment details, or customer-specific private information.
  • Unpublish or update outdated articles rather than leaving stale content live.