Support Center

1. Feature Overview

The Support Center allows users to create a central help portal where they can upload articles related to their products or services. It helps deliver information to customers quickly without requiring a chatbot or live agent.

This feature is especially useful for:

• Frequently asked questions (FAQs)

• Simple troubleshooting guides

• Common customer issues

2. How to Access the Feature

The Support Center works at the bot level, so each bot has its own independent help center.

To access:

1. Log in with your Google account or an existing account.

2. Go to the Bots (1) module.

3. Select any bot.

4. Navigate to Support Center (Operation) (2).

5. The Support Center interface will appear.

3. Structure and Hierarchy

• Topics are the highest level.

• Each Topic can contain multiple Folders and Articles.

4. How It Works

4.1 Create a New Topic

1. In the Support Center interface, click the black “New Topic” button (top right).

2. A form will appear where you fill in the details:

   • Upload icon* (only .png, .jpeg, .jpg; recommended size: 200px x 200px)

   • Title*

   • Description (* fields are required)

3. Click Create Topic to save, or Cancel to discard.

4. Once created, the new Topic will immediately appear in the Support Center.

5. Key details shown:

   • Topic name

   • Description

   • Status (Published / Unpublished)

   • Number of folders and articles

4.2 Support Center Toolbar

The toolbar helps you manage how your Support Center content is displayed:

1. Languages – Default is English. If additional languages were set in Settings, they will appear here. (Note: articles will not auto-translate.)

2. Search bar – Find topics quickly.

3. Settings – Configure personalization options:

   • Supported languages – Display articles in 150+ languages (manual translation required).

     
   • Custom domain – Map your own domain for branding.

     
   • Appearance – Customize branding and logo.

     
   • Ticket settings – Enable ticket submission so customers can create support requests.

     
4. Filter – Search topics by status, creator, or date.

   
5. View portal – Preview your Support Center site. By default, a domain is auto-generated, but you can customize it.

6. Publish – Only published topics are visible to customers.

   

4.3 Customer View

Once topics and articles are published, customers can access them via the Support Center portal.

4.4 Inside a Topic

When entering a Topic, you will see its sub-folders and articles.

Note: Publishing a Topic does not automatically publish its folders or articles—you need to publish each one individually.

Available actions:

1. Publish/Unpublish – Control availability of a topic.

2. Edit – Update title, description, and logo.

3. Delete – Remove a topic.

4. Search – Find articles or folders inside the topic.

5. Filter – Sort by status, creator, or date.

6. New – Create a new Folder or Article.

7. Article/Folder actions – Options include:

   • Edit

   • Move to another topic/folder

   • Publish/Unpublish

   • Delete

8. Details section – Shows creation/update time and assigned owner.

👉 Inside a Topic, you can only add one additional folder level.