Plan requirement
| Subscription | Any plan |
| Access | Admin |
Switching the help centre on takes a minute. It starts in a setup mode only staff can see, which is the useful part.
Activate it
- Open the help centre from the product tray.
- Follow the setup, which creates it in a restricted mode visible only to agents.
- Choose a theme, set the name and add your logo.
- Write a few articles.
- Activate it properly, which makes it visible to customers.
Use the setup mode
Between creation and activation the help centre exists and only staff can see it. That is the right place to build the first version, and the temptation is to skip it and publish an empty site.
An empty help centre teaches customers there is nothing there, and they stop looking. First impressions on a self-service site are difficult to undo.
What to have before you publish
- Ten to fifteen articles answering your most common questions.
- A structure that makes sense to a customer, not to your organisation.
- A working request form.
- Your branding, so it looks like part of your company.
Which articles first
Look at what your macros say. The answers your agents send most often are the articles your customers most need, and the text is already written.
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