Categories first
Categories group your articles so customers find them, such as “Accounts”, “Transfers” and “Cards”. Go to Help center → Categories and choose Add category, with a Name, a Slug and a Description. Drag categories to put them in order.
Write an article
- Go to Help center → Articles and add a new article.
- Write a title that’s the customer’s question or task, such as “How do I reverse a failed transfer?”.
- Write the answer. Use headings, numbered steps, lists, links, images and videos.
- In the article’s settings, choose its category, and optionally its Meta title, meta description and tags for search engines.
- Choose Publish. It’s live straight away.
Until you publish, an article is a Draft. Customers don’t see drafts.
Change a published article
Edit it and your changes are saved as Pending changes. Customers keep seeing the published text until you choose Publish changes. View unpublished changes shows what’s different. Discard changes goes back to the published text.
Archive takes an article off the help centre without deleting it.
Write good articles
- One question per article. Customers search for their own problem.
- Steps, in order. Number them, and name buttons as they appear in your app.
- Exact facts. Fees, times and limits, with today’s figures.
- Update the same day your prices or policies change.
Use articles in a reply
In a conversation, search your help centre from the reply box and insert an article’s link, so the customer gets the full answer.
Give them to Texa AI
Go to Texa AI → Knowledge → Documents, and under Your Help Center choose Add new and changed articles. Each article becomes a document for Texa AI, waiting for your approval. When you change an article, add it again, and its new version replaces the old one once approved. See Knowledge: teach Texa AI your answers.