Setting up your help centre

Your help centre is a public site of articles for your customers. It has two jobs: customers can read it directly, and Mimir reads it too — so an article you write once answers questions in chat and email as well.

Two places to know:

Settings → Help Center — how it looks and where it lives

Agent → Resources → Help Center — writing the articles

Turning it on

In Settings → Help Center, switch on Enable help center. Everything else stays greyed out until you do.

Then:

Domains. You get a default domain immediately. To use your own, for example “help.yourcompany.com”, enter it and click Connect domain, then add the CNAME record shown at your DNS provider. The status moves through Waiting for DNS and Issuing certificate to Active. DNS changes take a while to propagate, so this isn't instant.

Home page URL. Where visitors go when they click your logo. Leave it empty to link back to the help centre home.

Header title. The headline at the top, set per region. The default is How can we help?

Header media. An image or video behind the header — PNG, JPG, WEBP, GIF or MP4, up to 25 MB. It takes effect when you save.

Theme and Accent color. Light or dark, plus the colour used for highlights and interactive elements.

Writing articles

Go to Agent → Resources → Help Center.

The sidebar holds a folder tree. Folders can be nested, and you drag articles and folders to rearrange them. A folder's + menu offers New article and New subfolder; its ⋮ menu has Edit, Delete and favourites.

New article asks for a title and a folder. Then you write in the editor, with a metadata panel on the right showing who created and updated it, when, and the slug — the article's address.

Publishing

The button at the bottom of the metadata panel toggles between Publish and Unpublish.

Status is per region translation, not per article. An article can be published in one region while still a draft in another. If you have several regions, the Translations section lists each one with its own status, and the + menu adds a translation for a region that doesn't have one yet.

So "is this article live?" is a question about a specific region.

Showing it in the chat widget

Once the help centre is enabled, you can surface it inside the chat widget. Under Settings → Channels → your chat channel → Appearance → General, turn on Include Help Center. Customers can then search and read articles without leaving the chat. The option stays disabled until the help centre itself is enabled.

The widget's help-centre wording — tab title, search placeholder, empty states — is under the same channel's Text page, per region.

Writing articles Mimir can use well

Because Mimir reads these articles too, a few habits pay off twice:

Give articles clear, descriptive titles. Mimir chooses what to read partly on the title.

One topic per article. Two articles that half-cover the same policy create the same conflict two notes would.

Keep them current. An outdated published article is worse than no article — the customer reads it and Mimir quotes it.

Use notes for what shouldn't be public. Internal handling rules belong in notes, not in an article customers can read.