> For the complete documentation index, see [llms.txt](https://documents.cxgenie.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documents.cxgenie.ai/bots/support-center.md).

# 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.

<figure><img src="/files/dfBOnQFQzFn3rCnG3IQw" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/1dLBoTh7C8C3vHpoc3UA" alt=""><figcaption><p>Create new topic</p></figcaption></figure>

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   * Status (Published / Unpublished)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

<figure><img src="/files/470wbW9eFsYsMs53KA7T" alt=""><figcaption><p>When succesfully create new Topic</p></figcaption></figure>

### 4.2 Support Center Toolbar

<figure><img src="/files/1jDnBT9jp7Z3S6qf5T8I" alt=""><figcaption><p>Support Center Toolbar Area</p></figcaption></figure>

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).<br>

     <div data-full-width="true"><figure><img src="/files/F3s9f8mQPP7Swr1B2r6O" alt="" width="563"><figcaption></figcaption></figure></div>
   * **Custom domain** – Map your own domain for branding.<br>

     <figure><img src="/files/AxKUAFhNsyJdivD3p9Oy" alt=""><figcaption></figcaption></figure>
   * **Appearance** – Customize branding and logo.<br>

     <figure><img src="/files/IpBxeVJh4Gk9fPIE46Xe" alt=""><figcaption></figcaption></figure>
   * **Ticket settings** – Enable ticket submission so customers can create support requests.<br>

     <figure><img src="/files/pahzTZIJq5QBqeYYZxtv" alt=""><figcaption></figcaption></figure>
4. **Filter** – Search topics by status, creator, or date.<br>

   <figure><img src="/files/S7yg6c4NJb12QXNGPbeS" alt=""><figcaption></figcaption></figure>
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.<br>

   <figure><img src="/files/osekQ56sHvjg7FC5JuHK" alt=""><figcaption></figcaption></figure>

### 4.3 Customer View

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

<figure><img src="/files/okj268hkzqLbel3KcgXl" alt=""><figcaption><p>Support center in Customer view </p></figcaption></figure>

### 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.

<figure><img src="/files/6N0ay1SepBey35qReI1X" alt=""><figcaption><p>Inside a Topic Interface</p></figcaption></figure>

\
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**.