Help Center
The Help Center is a public set of answers for guests and customers: delivery, payment, returns, dish composition, booking rules. The same articles are shown on your storefront, on your external website and inside chat, so there is only one set of texts to maintain.
Where the articles come from
A help article is an ordinary site page from Website → “Articles & pages”, assigned to the “Help” group. Two ways to create one:
- write it by hand in the editor (including with AI assistance — see Articles & pages);
- publish it from the knowledge base: an internal document (a policy or an instruction) becomes a public article in one step — see Knowledge base.
An article can be given a category, which turns the help page into filter chips and grouped headings. Without categories the help page is simply a flat list.
Where guests see the help
1. The /help page on your storefront. A list of articles with categories and search. The search is instant and covers the title, category, description and article body.
2. A “?” button on your own website. The Help Center widget from My Website opens the same published articles over your page. The widget appears only when at least one article is published — its content is its configuration, so it has no settings of its own.
3. A “Help” tab inside the chat widget. The guest switches between chat and help, reads an article right in the chat window and, if it did not help, moves on to an agent or the AI assistant with one tap.
Ratings and analytics
Every article ends with “Was this helpful?” and an optional comment.
The report lives in Knowledge base → the “Help analytics” tab:
| Metric | Why it matters |
|---|---|
| Article views | What people actually read |
| 👍 / 👎 and comments | Which articles work and which mislead |
| Top search queries | The words your guests use — name articles the same way |
| Zero-result searches | A direct list of the topics your help is missing |
| Source | From the /help page, the widget or chat |
The events are anonymous: they carry no guest identifiers.
How it connects to chat and the AI assistant
- The chat AI assistant answers from your material around the clock — the same articles and knowledge base documents.
- An agent can insert a link to an article directly into a reply without leaving the conversation.
- If the answer is not there, the conversation continues in chat — the guest does not start over.
Related topics
- My Website — the widget install code
- Guest chat — inbox, AI assistant and channels
- Knowledge base — internal documents, search and staff training
- Articles & pages (CMS) — the article editor
FAQ
How is the help centre different from the knowledge base? The knowledge base is internal: documents for you and your staff, private search and training. The help centre is public: what the guest sees. A knowledge base document can be published as a help article.
Which languages are articles shown in? The languages the article is published in; the guest sees it in the page language with the site's usual fallback.
Do I need a separate domain for the help centre?
No. On the storefront it is the /help section, on your own site it is a widget over your existing pages.