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Knowledge base & design

Write and publish a help article

Write, organize and publish useful help content, with clear control over public access and AI use.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

The article editor at #/kb (article route) stores title, body, category, publish state, and internal vs public. Published public articles become Document-tab detail pages and RAG source text. Internal articles stay for agents only.

When to use this

Grounded Chat AI may only state facts present in retrieved allowed Fulltext + Chunk text. Thin or unpublished articles produce no_evidence instead of a guess.

Where to find the controls

#/kb list → open or create an article. Public readers use the help-center slug. Chat Document shows category → popular → detail.

Who can make these changes

elegant_support_manage_kb to write. elegant_support_view_kb to read in admin. Customers never edit.

Before you begin

Category must exist first. Feedback and search are System → Knowledge Base. After substantial edits, reindex RAG if AI is enabled so chunks match the new body.

Follow these steps

  1. Create article.
  2. Choose category.
  3. Write the procedure (steps, not slogans).
  4. Keep internal runbooks internal.
  5. Publish.
  6. Open the public URL and the chat Document detail.
  7. Ask Chat AI the article question and confirm citations or a no-evidence handoff.

Settings reference

Title, body, category, status, internal flag, language variants where supported, attachments only if your process stores them in the article body as links.

Example workflow

Article “Refund windows” states “14 days for unopened items.” Chat AI retrieves that chunk and answers 14 days. It will not invent a 30-day window.

Good practices

Put the factual sentence near the top; chunking works better on explicit statements than on long stories.

Important considerations

Do not paste customer PII into KB. Do not mark a draft public “just to test AI” on a production site without reviewing the text.

If something does not work

Editor 403: missing manage_kb. Public 404: permalink/slug, or article not published. AI no answer: unpublished, internal, not indexed, or retrieval_status no_evidence — offer Talk to human.

Continue learning

Plan a useful knowledge base→Ground AI answers in your knowledge base→Show help articles in the chat widget→

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From recommendation to reward

  1. 01

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  2. 02

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  3. 03

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YOUR LINK, IN PRACTICE

What does a referral link look like?

https://helsup.com/?ref=HS-EXAMPLE

Here, HS-EXAMPLE illustrates a partner code. Your dashboard gives you your own code and complete link. Copy that full link and share it with the customer; do not use this example as your personal link.

For example: “Looking for a customer support solution? Explore HelSup through my partner link: [paste your personal link here].” When an eligible customer purchases through your link, their first purchase earns 30%; later purchases and renewals earn 20%.

Open my partner dashboard →
YOUR CUSTOMER RELATIONSHIP KEEPS WORKING

A $100 first purchase earns $30.
A later $100 purchase or renewal earns $20.

Illustrative amounts, after discounts and excluding tax.

A customer relationship that lasts

30% first, 20% thereafter. Receive 30% on the customer’s first eligible paid purchase, then 20% on subsequent purchases and renewals throughout that customer’s lifetime on HelSup.

From link to lifetime attribution. The initial referral link is remembered for 30 days in the same browser. Once the referred customer’s first paid purchase is recorded, their partner relationship continues without needing another referral click.

Completed payments. Commission is calculated after discounts and before tax. Free orders and self-referrals do not qualify. Refunds reduce or reverse the associated commission.

Review and payout. Earnings appear as pending until reviewed by HelSup. Payout is processed manually after approval. Contact partner support for payment arrangements.