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Setting Up And Customizing Help Center

Note: Public Help Center is a feature available in the Smart Knowledge Base plan. If you’re using only the free Internal Knowledge Base, please go to Billing section and upgrade your plan.

Help Center is your own, publicly accessible Knowledge Base where your customers can find answers to their questions. It supports the other customer service channels you use and improves the average chat resolution time.

Setting up your Help Center

To start off with Public Help Center, click the Help Center icon (1) in the main navigation and click “Set up Help Center” button (2).

After clicking the “Set up Help Center” button you’ll see the Help Center customization options. They are divided into two main sections:

  • Basic Company Info,
  • Appearance customization,
  • Google Analytics integration.

We’ll go through each of them in the next steps.

1) Adding basic information about your company

This information will be displayed in your Help Center as a branded elements, so we recommend filling all of them.

Company name

Your company name will be used in Page Titles and Page descriptions (Search Engines, Social Media Shares, etc). What’s more, your company name will appear instead of a logo if none is uploaded.

Logo

Knowledge Base support logos in .PNG, .JPG and .GIF. We recommend uploading logos in 4:1 ratio

Help Center URL

You can specify the subdomain you’d like to have your Help Center in. 

Currently all Help Centers will be hosted as knowledgebase.ai subdomain, but soon you’ll be able to park the site under your own domain.

URL of your home page

The link to your home page will always be visible in the top-right corner of your Help Center, so your customers will have the way back to your website.

2) Customizing the Appearance

To match the Help Center with your company’s branding, customize the primary color and welcome message so it’s aligned with your current corporate image.

Choosing primary color

To match Help Center with your branding, you can specify the primary color of your site. This color will be used in header background, icons, active elements and other minor places.

Note: We recommend using dark shades to contrast with white text in the header.

Headline text

The headline is displayed as a static header on Help Center’s homepage. You can put there the welcome message, greeting or any message you’d like to pass to your customers.

3) Google Analytics tracking

Knowledge Base is integrated with Google Analytics tool, thus you can track any activities your customers do in the Help Center.

To collect the basic information like the number of page views, titles of pages visited, an average time of session or localization, you’ll need to insert your Google Analytics Tracking ID in the corresponding field.

As soon as you’ll save and publish your Help Center with present Tracking ID, the information will start to appear in Google Analytics.

Publishing Customized Help Center

After you finish setting up the Help Center with mentioned fields, you must save and publish your Help Center.

To save all your changes, click “Save changes” button that’s placed at the bottom of the fields’ section.

After saving the changes, make sure you have published your Help Center, so it’s accessible to your customers. To do so, click the “Enable Help Center” button in the yellow box displayed in the upper part of the window.

If you can’t see the yellow box and there’s a green ON indicator displayed , it means your Help Center is already enabled.

Need help setting things up? We’re here to help. Reach us via the ticket widget in the lower-right corner.