How do I write a help center article?
Open Customers help center in your workspace, open a collection, click New article, then Start from scratch. Write it and click Save: it's live.
In your workspace, open the Customers help center project, open a collection and click New article, then Start from scratch. Write a title and your answer, and click Save. The article is live on your website right away, at /help.
Also called: FAQ, knowledge base, support article, help page, guide, article d'aide, centre d'aide, FAQ, base de connaissances
Step 1: Open your help center
In your workspace, open the menu of projects on the left and click Customers help center. Your help center shows in the preview. Not in the list? Click New project, then Add next to Customers help center.
Click: Customers help center
Step 2: Open a collection
Click the collection the article belongs in. No collection yet? Click New collection, type a Name (like "Billing and payments") and click Save.
Click: a collection
Step 3: Start a new article
Click New article, then Start from scratch. To bring over an article that's already online, click Import from a link instead, paste its address and click Import.
Click: New article › Start from scratch
Step 4: Write it and save
Type the Title as the question your customers ask, like "How do I book a visit?". Add a Short description under it if you like. Write your answer in Text, using the buttons above it for headings, lists and links. Click Save.
Click: Save
Good to know
To change an article, open it and click Edit article.
Alori can write them. Ask in the chat: "Write a help article about our service area." It's published unless you ask for a draft.
Drafts show at the top of your help center in the preview: "Only you see these." Click Publish to put one live.
The bot learns each article. Your website chat uses published articles to answer visitors, and their facts go into Company memory.
Already have a help center on Intercom? Click Import from Intercom on your help center's home.
If it doesn't work
"That isn't a web address." Copy the link from your browser's address bar.
"We couldn't open that page. Check that anyone can see it without signing in." Make the page public, or write the article from scratch.
"We didn't find an article on that page." Use the link of the article itself.
"Pictures can't be saved right now. Try again in a moment." Wait, then import again.
"That didn't publish. Try again." Click Publish again.
No New article button. It shows on a collection's page, in the workspace preview only.