4. Publish a help centre for your customers

Publish guides your customers can browse and search, using articles connected to a knowledge base. This gives customers a self-service resource and supplies published content for the linked agent knowledge.

Open Knowledge → Help center. An Admin creates the centre and changes its settings; staff can maintain articles and categories. Publication requires Converso business approval.

Help-centre setup

1. Select the knowledge base and open Help center.
2. Select Create help center.
3. Open Settings and review Slug, Name, Logo, Primary colour, Header text and Home link.
4. Configure Show support widget or Widget workspace, as offered.
5. Enable Published and select Save when ready and approved.

The slug forms the hosted address under the help domain's /portal/ path. Use Open help center to copy or check the actual address. Customer-authored pages use this hosted location; custom help-centre domains are not available.

Article publication

1. Use Categories to organise the content.
2. Select New article.
3. Enter Title, Category, optional Meta description and the body.
4. Wait for the saved indication; the editor saves draft changes.
5. Select Publish, or Publish changes for a previously published article.
6. Open the public page and test its headings, links and images.

Drafts and article status

The editor saves draft changes separately from the published body. Check Unpublished changes and publish when you want customers to see the update.

• Unpublish: removes public availability.
• Archive: changes the article's management state.
• Delete: permanently removes the article.

Unpublishing or archiving also deactivates the linked knowledge source.

Reading and feedback

Visitors can browse categories, search published content and open article links without becoming staff users. The article table shows Views, Helpful and Not helpful alongside status and update information.

Article order and previews

The public home page shows up to five articles per category. Customers can select the category heading to see the complete list. Articles sort alphabetically by title; there is no manual article-order control. Categories can be reordered through Categories.

Agent knowledge

Published articles create knowledge sources for the linked base. Wait for processing, then test the agent separately to check how it uses the content.

Publication access

If the business loses approval or is blocked, public availability is paused. Approval is not the same as the centre's Published switch or an individual article's status. Check all three when an article cannot be read.

ZIP transfers

Account help centres do not currently offer ZIP export or import. The superuser ZIP uploader replaces Converso's own support help centre; it cannot target another account. Moving a complete centre between accounts is not a supported interface workflow.

Related guides: Knowledge, Permissions, Contact support.