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.

​
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.
Readers can type a question in their own words, like “how do I get my money back?”, and press Enter: results match what the question means, not only its exact words, with articles whose title matches the search shown first. Suggestions while typing match titles and article text. Search covers only articles published in the reader’s language.
Published articles appear under Help Center in the knowledge base of AI Instructions, one folder per help center. They’re read-only there: edit, unpublish, or delete them in the Help Center editor and the knowledge base follows.
In Help Center → Settings → Export, download a zip of the whole help center: one folder per language and topic, one folder per article holding every saved version and any draft, and an index page per language. Unpublished articles are included, and so is content in languages you have since removed, listed under Unfiled. Images and videos stay as links to their current location.

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.