Skip to content
HelSup Help Center
Help Center/Knowledge base & design
Knowledge base & design

Plan a useful knowledge base

Organize a help library that makes reliable answers easier to find and maintain.

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 Knowledge Base at #/kb stores categories and articles. Public help-center slug, search, and feedback are Settings → System → Knowledge Base (feature basic_kb). The same published, allowed articles feed the chat Document tab (real categories, popular articles, article detail) and grounded Chat AI (Fulltext + Chunks). Internal articles stay out of customer Chat AI.

When to use this

Maintain support procedures in the Knowledge Base so customers and agents can find approved answers. Chat AI retrieves only articles permitted by its visibility, AI-access, and indexing rules.

Where to find the controls

Sidebar Knowledge Base → #/kb. Public URL uses the configured slug after permalinks work. Chat Document tab reads the same categories. Settings: #/settings/system/kb.

Who can make these changes

View in admin: elegant_support_view_kb. Publish/edit: elegant_support_manage_kb. Visitors read public articles only.

Before you begin

Enable basic_kb in Feature Manager if the module is gated. Set public slug, search, and feedback in System → Knowledge Base. RAG reindex is Settings → AI after a provider exists.

Follow these steps

  1. Create categories.
  2. Write articles.
  3. Mark internal vs public.
  4. Publish.
  5. Confirm the article appears in #/kb, the public help center, and chat Documents.
  6. If AI is on, wait for index/chunks before testing grounded answers.

Settings reference

Category name, slug, visibility, article title, body, status, internal flag, popularity signals for the chat tab, feedback if enabled.

Example workflow

You publish “How to reset a password” as public. A visitor opens Document in the widget, opens the article, then asks Chat AI the same question and receives a grounded answer with retrieval — or Talk to human if there is no evidence.

Good practices

Put procedures in Fulltext-friendly paragraphs; grounded AI reads Fulltext and Chunks, not marketing PDFs you never ingested.

Important considerations

Internal KB is excluded from customer Chat AI. Unpublishing hides the article from chat Documents. Feature off means the KB screen is unavailable, not “empty”.

If something does not work

KB hidden: basic_kb off, missing view_kb, or permalink 404 on the public slug — flush permalinks. Article missing in chat: not published, internal, documents disabled on the widget, or category empty.

Continue learning

Write and publish a help article→Ground AI answers in your knowledge base→Configure the customer portal→Show help articles in the chat widget→

Let’s solve it together.

Can’t find what you need? Our support team can help with your next step.

Contact support ↗
LIFETIME PARTNER POLICY

One introduction.
A lifetime of shared growth.

Introduce HelSup to your customers, readers or community. Earn 30% on their first purchase and 20% on every subsequent purchase and renewal throughout their customer lifetime with HelSup.

Read our invitation to partners ↗
30%FIRST PURCHASE
20%Every subsequent
purchase & renewal

From recommendation to reward

  1. 01

    Get your personal link

    Sign in to your HelSup customer account and open Partner program to access your referral link.

  2. 02

    Recommend with confidence

    Share the link in a useful review, tutorial, customer proposal or with your community. Explain your partner relationship.

  3. 03

    Track your commission

    Follow attributed purchases and commission status in your partner dashboard. Eligible commissions are reviewed before payout.

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.