Help Center
Write your company's FAQ articles once; your agent answers from them in every conversation, and the same articles appear in the chat widget's Help tab for self-service.
This guide begins with What Help Center does, continues through What it can do for you, How to use it, The widget Help tab, and finishes with FAQ.
What Help Center does
Help Center gives your agent your company's own FAQ as a source of truth. You write articles in the panel (return policy, shipping times, pricing details, how-tos), and any agent with this skill installed can search them, read them in full, and answer visitors from your exact wording instead of improvising.
The same articles do double duty in the embeddable chat widget: with the widget's advanced mode, visitors get a Help tab where they can search and read your articles themselves, before or instead of messaging.
What it can access: only the articles you write and publish in your own workspace's Help Center. No external accounts, no setup beyond writing your first article.
What it can do for you
- Answer from your FAQ. When a visitor asks something your articles cover ("what is your return policy?"), the agent finds the matching article and answers from it.
- Search by keyword. The agent searches titles, bodies and categories, so questions phrased differently still land on the right article.
- Read the full article. For detailed questions the agent pulls the entire article body, not just a snippet.
- Power the widget's Help tab. With the chat widget in advanced mode, your published articles appear in a searchable Help tab with a built-in reader.
- Stay consistent across channels. The same articles serve every channel the agent works on: the widget, WhatsApp, email, the dashboard chat.
How to use it
- Open the Skill Marketplace in your Botonom dashboard and find Help Center (Support category). It is free.
- Install it and assign it to the agent(s) that should answer from your FAQ, for example your Support Agent or the agent embedded on your website.
- A Help Center section appears in your dashboard sidebar. Write your first articles there: a clear title (often the question itself), the full answer, an optional category, and a publish toggle.
- That is it. From now on the agent consults your articles when a question matches, and the widget's Help tab (advanced mode) lists them.
User: Do you ship internationally?
Agent: Yes. According to our shipping policy we ship to most countries in
3-7 business days; customs fees are the recipient's responsibility.
Would you like the full shipping article?
The widget Help tab
If you embed your agent on your website with the Chat Widget, set the widget to advanced mode to add bottom tabs:
<script>
window.botonomSettings = { agentKey: "wgt_live_xxx", mode: "advanced" };
</script>
<script async src="https://botonom.com/widget.js"></script>
- The Help tab appears automatically when this skill is installed on the embedded agent and at least one article is published.
- Visitors can search articles and read them in place; anything not covered is one tap away from a live conversation in the Messages tab.
- No articles or skill uninstalled? The tab hides itself; nothing breaks.
FAQ
Who can edit articles? Company owners and admins, from the Help Center section in the dashboard sidebar.
Are articles per agent or per company? Per company. Every agent with the skill installed answers from the same set, which keeps your answers consistent.
Does the agent quote articles word for word? It grounds its answer in the article content and keeps your facts, but phrases the reply naturally for the conversation.
What languages are supported? Each article has an optional Language field. Tagged articles appear only when the widget runs in that language; untagged ones appear everywhere. Write your FAQ once per language and every visitor sees their own. The agent itself searches all of them and replies in the visitor's language either way.