# 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 Key details shown: * Topic name * Description * Status (Published / Unpublished) * Number of folders and articles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**.