Let customers ask your help centre a question out loud.

Who asks for help in your help centre?

Customers who open your help centre already have a problem. They search, skim an article that looks close and still aren’t sure it covers their case. Some would rather explain the problem than keep searching, especially when it takes a few sentences:

• “I changed our billing email, but invoices still go to the old one.”
• “How do I move a project to another workspace?”
• “The article says to open Settings, but I don’t see that option.”
• “What’s the difference between archiving and deleting?”

How does voice support work on help centre pages?

Add your help centre’s exact origin, such as https://help.example.com, to the support agent’s allowed origins, and paste the script tag into its pages if your help centre lets you add one.

Each conversation then runs like this:

• A customer clicks the button, types the problem and allows the microphone. The agent searches only approved support sources, never your sales notes.
• It explains the steps from the matching article. The customer can turn on live captions to read back a setting name while they follow along.
• When no approved article answers the question, it’s told to say it doesn’t know and point to your usual contact options, such as your ticket form.

Which help articles should the agent answer from?

Website import is switched off, so the agent can’t read your help centre by itself. Add each article as a manual source by pasting its text, or import it from GitHub if it lives there as Markdown. A workspace holds up to 100 sources, shared by support and sales, each up to 50,000 characters.

Nothing syncs from your help centre. When you update an article, add the new version as a source, then remove the old one just before you approve the new one, so the agent never finds both.

• Start with the articles behind your most common tickets and searches, one article per source, titled as the article is.
• Keep long articles focused. The agent reads about 4,500 characters of each matching source, so an answer buried deep in a long page can be missed.
• Write out what screenshots show. The agent reads text only, so “click here” beside an image needs the button’s name in words.
• Add a source that says how customers reach your team, including your ticket form and when you reply.

What does your support team still handle?

The agent answers from articles. Anything that needs a look at the customer’s account, or an action, stays with your team:

• Tickets. The agent doesn’t create tickets or connect to your help desk, so name your ticket form in its instructions.
• Account problems. It can’t see or change a customer’s account, billing or data.
• Bug investigations. It can record a bug report on the conversation when a customer asks, but someone has to look into it.
• Reaching a person. Human handover is an early release: once you verify a UK or US team phone number and turn handover on for the support agent, a customer can choose Talk to a human, and your team hears a private briefing first. Customer routing is still being tested, so keep your ticket form and usual contact options on the page.

How do conversations show gaps in your help centre?

Each conversation is saved with a two-sided text transcript. Search the Conversations tab by topic, open the transcripts and look for the points where the agent said it didn’t know: each one is an article to write or a source to add.

The Insights tab groups the questions and reported issues from up to your latest 30 support calls in the last 30 days, with quotes, which helps you decide which missing article to write first.

The summary line in the list is the start of the customer’s own words, so it shows how customers describe a problem before they know your article titles.

Common questions