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Channels & integrations

Show help articles in the chat widget

Make public help articles available inside the widget so visitors can find answers while browsing.

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 Document tab lists real Knowledge Base categories, a popular-articles block, and article detail (not placeholders). Grounded Chat AI uses the same allowed Fulltext + Chunks from those articles. Internal articles do not appear. If documents are disabled in Live Chat config, the tab is hidden. Ask AI / Chat with us from an article returns to the chat tab with context.

When to use this

Visitors can browse published support procedures without waiting for an agent. If Chat AI disagrees with an article, check indexing, retrieval relevance, and AI-access permissions as well as the article’s current wording.

Where to find the controls

Widget Document tab (quick action docs). Content from #/kb published public articles. Toggle documents in Live Chat settings.

Who can make these changes

Visitors. Authors need manage_kb. No agent cap is required to browse the public tab.

Before you begin

Publish categories and articles, enable documents, include docs in quick actions, reindex RAG if Chat AI is on so answers match the detail page.

Follow these steps

  1. Publish at least one public article.
  2. Open the widget Document tab.
  3. Browse categories.
  4. Open a popular article.
  5. Read detail.
  6. Use Ask AI if enabled.
  7. Confirm Chat AI retrieval matches the paragraphs you just read.

Settings reference

Category list, popular list, article title/body, back control, Ask AI chip, empty states when a category has no public articles.

Example workflow

Category “Billing” → popular “Refund window” → detail states 14 days. Chat AI later answers 14 days from that chunk. An internal “refund escalation matrix” never appears here.

Good practices

Keep frequently needed articles accurate and easy to find. Popularity is based on article usage; maintain titles, categories, and links rather than assuming a separate popular flag exists.

Important considerations

Unpublished or internal articles will not show. Do not paste screenshots of internal notes into public articles. Empty Document tab is usually “no public KB”, not a chat JS bug.

If something does not work

Empty categories: KB hidden, basic_kb off, nothing published, documents disabled, or permalink/REST public KB failing. AI disagrees with the article: stale chunks — reindex. Contact support if published public articles list in #/kb but the widget popular/categories stay empty after cache bust.

Continue learning

Plan a useful knowledge base→Write and publish a help article→Ground AI answers in your knowledge base→Configure grounded Chat AI→

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From recommendation to reward

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  2. 02

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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.

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A later $100 purchase or renewal earns $20.

Illustrative amounts, after discounts and excluding tax.

A customer relationship that lasts

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