Every support team repeats the same answers. How delivery works, how to change an order, what a plan includes, how returns are handled. When those answers live only in your agents' heads, every customer has to write in and wait, and every agent has to type the same paragraph again. A help center changes that math. In HellouOne you can publish your own public help center, a site with guides and answers for your customers, exactly like the one this guide comes from. Your articles also appear inside your website widget, in its help tab, so a customer can answer themselves before they ever write to you. It is managed from the book icon in the side menu. This article walks through creating the portal, organizing categories and articles, and making the widget connection work.
Create the portal
The first time, press New portal and fill in the basics. Name and slug come first: the slug forms the public address, one.hellou.ai/hc/ followed by your slug. If you have your own domain, for example help.yourcompany.com, put it in Custom domain and write to us so we can activate it. Add your logo, your color, and the home link that decides where the logo takes a visitor. Then set the languages. The portal has a default language and you can add more. Each article belongs to a language, which matters later, because a customer only sees a complete center when every article exists in a category of the same language. Decide your languages at the start, based on who your customers actually are, and publish deliberately in each one instead of translating at random when someone asks. Branding sounds cosmetic, but it carries trust. A help page that looks like your company, at an address your customers recognize, gets read. A page that looks like a stranger's site gets closed, and the customer writes in anyway, which defeats the whole point.
Categories and articles
Create the categories first, using the plus sign next to Category, one per topic. Each category belongs to a language, so create its equivalent in every language of your portal. Categories are the shelves; a good shelf layout, orders, payments, delivery, account, mirrors the questions customers bring, not the departments inside your company. Then write articles with New article: a title, a category, and the content. The editor supports formatting, links and images, which you can paste or drag in. An article is born as a Draft, invisible to the public, until you press Publish. Archiving retires an article without deleting it, which is the right move for a promotion that ended or a policy that changed, because the record stays available if a question about it ever comes back. The language selector at the top right changes which language you are editing, so check it before you assume an article is missing. Each article has its own fixed public address and counts its views. Those view counts are quiet gold: they show you which questions customers actually look up, which answers deserve more care, and which topics your team should be ready for in conversations.
Inside the website widget
If your website inbox has the portal associated in its Settings tab, the widget shows a help tab with the articles in the widget's language. This is where self service meets the moment of need. A visitor who is one click from writing can read the answer first, and many will, because reading is faster than waiting for a reply. If a customer sees fewer articles than you published, check that the article's language matches its category's language and the widget's language. That three way match is the usual culprit, and it is a two minute fix once you know to look for it. Test the widget as a visitor after every set of changes, in each language you offer, before you tell customers the answers are there.
Tips that make a center work
Publish in your customers' languages: an article in Spanish and its version in English, each in the category of its own language. Start from what your team already repeats. The answers saved as canned responses are strong candidates to become articles, because they have already proven, conversation after conversation, that customers ask exactly that. One clear boundary helps you organize knowledge in HellouOne. Your AI agent does not read the help center. What you want it to know goes in the knowledge base. You can upload the same guide to both places, and for your most important answers you should, so the customer who reads and the customer who asks the agent get the same truth. Start small and current. Ten accurate articles that answer your ten most repeated questions will cut more tickets than a hundred pages nobody maintains. Review views, archive what is stale, and let every repeated conversation teach you what to publish next.
Source: Hellou help center, Help center: publish your own articles: https://help.hellou.ai/hc/hellou/articles/1791218105-centro-de-ayuda-publica-tus-propios-articulos
