Skip to main content
The Help Center is a customer-facing knowledge base you author directly inside OpenCX. Articles ship to your public help site and sync into the AI’s training index at the same time — one piece of content, two surfaces, no duplication.
Open Help Center in your OpenCX dashboard to create a help center or jump into an existing one.

​
What it does

Each OpenCX org hosts one Help Center. Customers browse articles organized by Categories; articles are written in Markdown with a rich-text editor. You can point a custom domain at the site and customize colors and logo.
Publishing an article syncs it into the AI’s training index. The AI retrieves from Help Center articles at answer time and cites them by title in replies. There’s no separate “sync” step — publish is the trigger.
Set a primary language at creation. Enable other languages and the AI translates existing and new content automatically. Edit any translation by hand and it’s flagged — future auto-translations will never overwrite it. See Translations.
Write rules in plain language (“All articles include a TL;DR”, “Never mention competitor names”) and OpenCX checks every article against them — on save, on publish, or both. Blocking rules prevent publish when a must rule fails. See Content rules.

​
Publish your first article

1

Create a Help Center

Open Help Center and click Create. Enter a Name (required) and optional description, then pick the Primary language and any additional languages you want auto-translated. You can change the look and domain later in settings.
2

Add a category

Categories group articles for navigation. Open your Help Center in the dashboard, click + New category in the sidebar, and name it (for example, “Getting started”, “Billing”, “Troubleshooting”).
3

Write an article

Click + New article inside a category. Give it a title, then write the body in the visual editor (or toggle to Markdown with the source-mode button). The editor shows what the reader will see.
4

Publish

Click Publish. The article goes live on your public Help Center and syncs into the AI’s training index in the same action. Drafts are never exposed to customers or the AI.

​
Good to know

In Help Center → Settings → Domain add a CNAME for your custom domain. Logo, primary color, and favicon live under Settings → Customization. The public site uses these automatically once verified.
If you need separate Help Centers (different brands, different products), create separate OpenCX orgs. Flag it with support if that’s a blocker.
After resolving a conversation in the inbox, click Generate Help Center article on the session. OpenCX drafts a structured article from the conversation; it lands as a draft for you to review and publish. See Articles.
A draft article is not on the public site, not in the AI’s training index, and not visible to customers via any channel. Publish is the one switch that flips all of that on.

Articles

Write, version, and publish articles. AI-generate from resolved sessions.

Categories

Organize articles into browsable groups.

Translations

Multi-language, glossary, and manual-edit protection.

Content rules

Enforce tone, formatting, and policy before publish.